topic Re: No internet since 2/8 in Fibre

No internet since 2/8

Captaincooke — Fri, 23 Aug 2024 20:29:22 GMT

My internet went down on 2/8, since then have only received basic info. from TalkTalk. Openreach problem confirmed. Engineer on way to resolve problem 7/8. No further updates either on account or from TalkTalk.
Raised as a complaint, promised two calls from Complaints team, non received. Still without any internet now up to 21 days.

Anyone to advise on how I move this situation forward.

Re: No internet since 2/8

KeithFrench — Fri, 23 Aug 2024 21:21:21 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: No internet since 2/8

Captaincooke — Sun, 25 Aug 2024 09:10:15 GMT

Thanks for the info. Done as asked, still no reply. 23 days now without internet. Promised a call on Thursday, to respond to my complaint and once again it didn’t materialise. Chatted and all I got was aware of your situation we are responding as soon as Open reach fix the issue.
£190.00 to come out of TalkTalk, which I don’t have. Can you advise further.

Re: No internet since 2/8

Gliwmaeden2 — Sun, 25 Aug 2024 09:36:45 GMT

Automatic compensation takes c 30 days to appear AFTER resolution, @Captaincooke.

Staff will respond after the weekend, Monday/Tuesday, as some take the Bank Holiday.

Re: No internet since 2/8

Captaincooke — Sun, 25 Aug 2024 09:40:37 GMT

Thank you for your response, I’m aware of compensation, but at moment want broadband restored, or at least someone to respond to my concern/complaint.

Re: No internet since 2/8

Debbie-TalkTalk — Mon, 26 Aug 2024 08:26:57 GMT

Hi @Captaincooke

I'm really sorry to hear this.

I can see that this fault is part of a major service outage and Openreach have provided the below update:

Openreach and team are already working on this fault and have provided a target fix date of 29-08-2024.

We will continue to monitor for additional updates.

Thanks

Re: No internet since 2/8

Chris-TalkTalk — Fri, 30 Aug 2024 05:31:11 GMT

Hi Captaincooke,

The fault is now showing cleared, is everything OK at your end?

Chris

Re: No internet since 2/8

Captaincooke — Fri, 30 Aug 2024 08:50:47 GMT

Internet up and running thank you, landline still not working.
How do I go about starting a claim for loss of service for 27 days

Re: No internet since 2/8

Chris-TalkTalk — Fri, 30 Aug 2024 08:59:54 GMT

Glad to hear that your Internet connection is working. Is the telephone line completely dead?

Please also see - About your auto compensation credit - TalkTalk Help & Support

Chris

Re: No internet since 2/8

Captaincooke — Fri, 30 Aug 2024 09:10:57 GMT

Hi Chris the landline is totally dead, tried unplugging and plugging into both line and power cable, still not working.

Re: No internet since 2/8

Chris-TalkTalk — Fri, 30 Aug 2024 09:24:25 GMT

OK thanks. I'll pass this back to Openreach for further investigation

Chris

Re: No internet since 2/8

Captaincooke — Fri, 30 Aug 2024 09:25:39 GMT

Please don’t arrange for an engineer, I am out of the country from tomorrow.

Will be back from 9/9/2024

Re: No internet since 2/8

Chris-TalkTalk — Fri, 30 Aug 2024 09:27:09 GMT

OK, could you bump the thread when you're back and we'll take it from there

Chris

Re: No internet since 2/8

Captaincooke — Fri, 30 Aug 2024 09:29:08 GMT

Will do, thank you

Re: No internet since 2/8

Chris-TalkTalk — Fri, 30 Aug 2024 09:31:11 GMT

no problem 🙂