topic Re: lose connection in Fibre

lose connection

Michael1989 — Sat, 30 Dec 2023 09:40:39 GMT

Hello . 6 days ago my fiber broke. they are not fixing it for the next week, that's what they told me, is there a sufficient reason to terminate the contract with talktalk due to their fault without incurring additional costs on my part?

Re: lose connection

Gliwmaeden2 — Sat, 30 Dec 2023 10:01:45 GMT

No - it's got to be unresolved for a month, @Michael1989, before they can consider waiving early termination fees.

Given that engineers are working on many weather related incidents on top of demand over the holidays to sort things out, it's not surprising if there's a delay.

You will be entitled to automatic compensation for the excess days with total loss of service, though.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Compensation is paid c 30 days after resolution of the fault.

Re: lose connection

Chris-TalkTalk — Tue, 02 Jan 2024 08:39:34 GMT

Hi Michael,

I'm sorry to hear that you're experiencing problems with your service, apologies for any inconvenience. Have you heard anything further since your last post?

Thanks

Chris

Re: lose connection

Michael1989 — Tue, 02 Jan 2024 09:54:35 GMT

nothing has changed at all, I don't have any update,

Re: lose connection

Chris-TalkTalk — Tue, 02 Jan 2024 10:31:23 GMT

OK, could you add your TalkTalk landline telephone number to your community profile and we'll take a look at this for you

Chris

Re: lose connection

Michael1989 — Tue, 02 Jan 2024 10:36:02 GMT

I don't have landline, customer/contract number if it helps

Re: lose connection

Chris-TalkTalk — Tue, 02 Jan 2024 11:03:16 GMT

OK thanks. This is still in hand with Openreach, a review date has been set for tomorrow so I'll check again tomorrow for further updates, apologies for the delay

Chris

Re: lose connection

Michael1989 — Tue, 02 Jan 2024 11:38:49 GMT

Thank you

Re: lose connection

Chris-TalkTalk — Tue, 02 Jan 2024 11:46:03 GMT

No problem

Re: lose connection

Chris-TalkTalk — Wed, 03 Jan 2024 11:45:03 GMT

Hi Michael,

There was a update about 20 minutes ago about pole reset, there is a further review date set for Friday. I'll check for an update then

Chris

Re: lose connection

Michael1989 — Wed, 03 Jan 2024 12:01:10 GMT

why does it take so long. no one comes to fix it, two apartments have no internet and in the meantime the neighbor's cable was also broken

Re: lose connection

Anonymous — Wed, 03 Jan 2024 12:11:14 GMT

Afternoon Michael,

Apologies, it looks like more cabling work is required by Openreach to resolve this fault. We'll continue to monitor for updates for you.

Thanks

Michelle

Re: lose connection

Anonymous — Fri, 05 Jan 2024 06:15:02 GMT

Hi Michael,

I've re-checked for an update as the review date is for today but there is no additional update as yet. I'll re-check again this afternoon.

Thanks

Michelle

Re: lose connection

Anonymous — Fri, 05 Jan 2024 11:33:57 GMT

Hi again,

I've contacted Openreach directly for an update on this now and they have advised us to check back again at the end of the day as there is no further update as yet.

Michelle

Re: lose connection

Anonymous — Fri, 05 Jan 2024 13:56:10 GMT

Hello,

They have provided an update to advise that they are still working on resolving the cabling fault and the next update is due on the 09/01. We'll check back on this date and will update you then.

Thanks

Michelle

Re: lose connection

Michael1989 — Tue, 09 Jan 2024 13:06:46 GMT

hello there, is there any new update?

Re: lose connection

Debbie-TalkTalk — Wed, 10 Jan 2024 07:15:12 GMT

Hi Michael1989

I will contact Openreach this morning for an update and I will post back here as soon as I have further information.

Thanks

Debbie

Re: lose connection

Debbie-TalkTalk — Wed, 10 Jan 2024 09:26:06 GMT

Hi Michael1989

Openreach have advised that the engineers are still working on this fault and the next update is due on 12/01/24.

We will monitor for additional updates.

Thanks

Debbie

Re: lose connection

Debbie-TalkTalk — Fri, 12 Jan 2024 08:23:11 GMT

Hi Michael1989

I've spoken to Openreach this morning and they have advised that the planning target finish date is 24/01/2024 and the works target start date is 28/01/2024. Works target finish date is 28/01/2024. However Openreach are endeavouring to complete this work earlier.

Thanks

Debbie

Re: lose connection

Michael1989 — Fri, 12 Jan 2024 09:02:42 GMT

hey, you know 24/01/24 it will be a month since I have no connection. as the first person who replied to my post wrote, this is the date on which I can terminate the contract without incurring any costs, I'm sorry but I don't see the point in keeping something I can't use.