topic Re: Update on fault reported for home phone and internet in Home Phone

Update on fault reported for home phone and internet

InaTiz — Wed, 26 Nov 2025 17:30:10 GMT

I am going around in circles with Talktalk, trying to find what is happening to a fault I reported last week. My home phone hasn't worked for days and internet is very slow. Openreach have visited on Saturday and said it's an external cable fault, but no-one has contacted me to say what is happening and the agents on Chat don't give any useful information. Help!

Re: Update on fault reported for home phone and internet

fr8ys — Wed, 26 Nov 2025 17:43:07 GMT

Hi,
You are in the staff's queue for a response.

Do you have a fault ref number?
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Update on fault reported for home phone and internet

InaTiz — Wed, 26 Nov 2025 18:22:10 GMT

Thanks, profile updated. Fault number REP 16230522

Re: Update on fault reported for home phone and internet

Philile-TT — Thu, 27 Nov 2025 06:54:55 GMT

Hi @InaTiz I will have a look into this.

Re: Update on fault reported for home phone and internet

Philile-TT — Thu, 27 Nov 2025 06:59:38 GMT

@InaTiz the fault seems to be in the exchange box and the engineer re-escalated, I will chat with the Openreach team and get back to you once I have updated information.

Re: Update on fault reported for home phone and internet

Philile-TT — Thu, 27 Nov 2025 08:10:07 GMT

@InaTiz kindly accept my sincere apologies for the inconvenience, as per Openreach the fault has been escalated to a different engineer, and the next update will be available on the 1/12/2025 we apologise for the delay. Just to confirm do you have any other alternative to make and receive calls?

Re: Update on fault reported for home phone and internet

InaTiz — Thu, 27 Nov 2025 08:17:28 GMT

Yes I have a mobile phone, but it is pay as you go. Thank you for your help. Will someone contact me on 1/12??

Re: Update on fault reported for home phone and internet

Philile-TT — Thu, 27 Nov 2025 08:21:22 GMT

The engineer will go out to work on the exchange, you would have to contact us for an update.

Re: Update on fault reported for home phone and internet

Philile-TT — Thu, 27 Nov 2025 08:26:34 GMT

Please see the below attached link for more information about our compensation policy.

About your auto compensation credit - TalkTalk Help & Support

Re: Update on fault reported for home phone and internet

InaTiz — Thu, 27 Nov 2025 08:50:56 GMT

Thanks, as I have limited communication facilities at the moment, what is the best way to contact Talktalk to get an update, without going thro' Chat etc. This is now a long term fault, and I should easily be able to find out what is happening, I'm the customer.

Re: Update on fault reported for home phone and internet

Philile-TT — Thu, 27 Nov 2025 09:04:22 GMT

I understand the inconvenience however the fault seems to be more complex it is not minor.

You can call our customer services line on the number 03451720088 during these hours Monday to Friday: 9am - 7pm | Saturday: 9am - 6pm.