topic Re: Network outage since 28 Nov Evening in Fibre

Network outage since 28 Nov Evening

AnnykW — Sun, 01 Dec 2024 21:26:55 GMT

Hi, I'm not sure if this is a repeated topic but the TT network in my area has been down since Thursday evening. After contacting the technical support via live chat, I note that they booked an Open reach engineer for investigation and it'd take 2-3 working days. Does it mean that we only know what's wrong with our network but not getting back our internet connection at home? If so, I don't think the compensation for the days I had no services would be fair enough, because I can't work from home and have to travel to office for more than 3 days a week. That will involve transportation cost of £10-11 for an extra day that I need to travel to office. If I travel 2 more days to office next week, the extra transportation cost will be nearly equivalent to the monthly cost of Talk Talk contract. Can the staff give me some clues on when the issue of the network in my area can be solved? Or will there be extra compensation if the issue can't be solved within one week? Thanks a lot.

Re: Network outage since 28 Nov Evening

Divsec — Sun, 01 Dec 2024 21:35:22 GMT

Hi @AnnykW sorry you are having issues and I'm sure open reach will get you back up and running asap

The auto compensation rules are laid out here

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

Re: Network outage since 28 Nov Evening

Gliwmaeden2 — Sun, 01 Dec 2024 21:38:11 GMT

@AnnykW, it's tough and stressful when we don't have our internet, but what you signed up to was a residential service and the liabilities that Talktalk has reflect that contract.

There is a Talktalk for Business service available which might be more suitable for working from home.

However the automatic compensation scheme for your current situation is quite generous and kicks in after the initial time allowance for giving engineers a chance to fix it. Please see the details here:

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

It is credited up to 30 days after resolution of the issue.

Re: Network outage since 28 Nov Evening

Chris-TalkTalk — Mon, 02 Dec 2024 15:55:16 GMT

Hi AnnykW,

Can you please update your community profile to include your:

Name
Telephone 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

Chris

Re: Network outage since 28 Nov Evening

AnnykW — Tue, 03 Dec 2024 21:44:36 GMT

Hi Chris,

Thanks a lot for the follow-up. I have updated my profile.

Re: Network outage since 28 Nov Evening

Chris-TalkTalk — Wed, 04 Dec 2024 09:07:59 GMT

Hi AnnykW,

Thanks for updating your profile. Your service seems to be up and running at the moment, is everything OK at your end now?

Chris

Re: Network outage since 28 Nov Evening

Anonymous — Tue, 10 Dec 2024 10:05:00 GMT

Hello,

Just checking back in to confirm if your connection is working ok?

Thanks

Michelle