topic Re: Full Fibre Fault Chaos in Fibre

Full Fibre Fault Chaos

BrianO — Thu, 18 Jul 2024 09:17:39 GMT

I have been dealing with 4 different TalkTalk customer service agents for 1 week since reporting an ONT box fault which has left me with no broadband or home phone. It is extremely annoying that every time you call TalkTalk customer service you cannot get through to the Full Fibre team directly and waste a lot of time talking to an non fibre agent before being passed onto to the Full Fibre Team. I was informed last Monday City Fibre would investigate the reported fault on Tuesday morning between 8.00-1.00pm on their exchange and if the fault was not rectified at the exchange an engineer would call to my property for further investigation. The fault was not rectified and no engineer visited. I phoned Tuesday afternoon to complain about the failed visit and the agent said City Fibre had not updated TalkTalk regarding the current situation. The agent then re booked another city Fibre engineer appointment for yesterday afternoon between 1.00pm and 6.00pm and again no engineer called to my property. I have now raised a formal complaint with TalkTalk regarding this appalling lack of City Fibre fault assistance to resolve my connection fault. Am I able to claim any compensation for engineer appointment no show please?

Re: Full Fibre Fault Chaos

Anonymous — Thu, 18 Jul 2024 09:24:50 GMT

Hi Brian,

I'm really sorry to hear this.

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Full Fibre Fault Chaos

Gliwmaeden2 — Thu, 18 Jul 2024 10:25:38 GMT

@BrianO,

Details of automatic compensation are here:

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

If the no show qualifies, it should be allocated automatically in about a month, but (particularly with Cityfibre) may need to be chased up in the billing section.

Re: Full Fibre Fault Chaos

Chris-TalkTalk — Thu, 18 Jul 2024 13:48:59 GMT

Hi Brian,

You appear to have an internet connection at the moment, is everything OK at your end?

Chris

Re: Full Fibre Fault Chaos

BrianO — Thu, 18 Jul 2024 13:53:58 GMT

Hi Chris,

Thanks for your email, yes Cityfibre called earlier this morning and fixed the fault within 10 minutes, fault was caused by loose wire not correctly inserted into junction box on the outside wall of my property so all good now.

Re: Full Fibre Fault Chaos

Chris-TalkTalk — Thu, 18 Jul 2024 13:55:59 GMT

That's great news Brian, thanks for letting me know 🙂

Chris

Re: Full Fibre Fault Chaos

BrianO — Thu, 18 Jul 2024 14:07:15 GMT

Thank you for your advice on compensation, much appreciated.