topic Re: No fibre broadband or phone since Friday in Full Fibre

No fibre broadband or phone since Friday

underneonlights — Wed, 11 Oct 2023 17:30:06 GMT

Since last Friday morning my router can no longer connect to the network and the landline is unable to reach a dial tone, and can receive a call but not connecting to it.

I used the support page on the website at the time, which generated a fault report and said an engineer from OpenReach would be sent to look at the fault. A WhatsApp chat with a Talktalk adviser that evening confirmed this to be the case.

I waited until Tuesday evening with no contact from OR and no further update on the ticket. A further discussion on web chat at that time revealed that the fault ticket was 'void' and so a refreshed request would be put through with urgent status. 24 hours from that and the line still has the same status and I haven't heard from anyone.

Please can someone clarify that the matter is in OR's hands, and the timescale I can expect it to be resolved in? I'm anxious not to let this get too close to the weekend, to avoid Openreach's intervention rolling over to next week.

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 08:03:04 GMT

Hi underneonlights

I'm really sorry to hear this.

The line tests have detected a line fault and this has been escalated to Openreach to be investigated by a line engineer.

This is still with Openreach at the moment. I will continue to monitor for updates.

Thanks

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 09:23:54 GMT

Hi underneonlights

I'm just sending you a Private Message to confirm some details.

Thanks

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 10:07:14 GMT

Hi underneonlights

Thanks for confirming your details.

Just to confirm, you have recently placed an order for FTTP?

Re: No fibre broadband or phone since Friday

underneonlights — Thu, 12 Oct 2023 10:20:07 GMT

That's correct, or rather one was offered to me and I accepted it. Installation due on 26th October.

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 10:27:06 GMT

Hi underneonlights

Openreach haven't accepted the fault report on the line due to the open order for FTTP.

I've checked with our Faults Team and they have advised that we will need to wait for this order to complete on 26/10. I'm really sorry about this.

Re: No fibre broadband or phone since Friday

underneonlights — Thu, 12 Oct 2023 10:30:02 GMT

If I cancel the FTTP order, what would happen then?

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 10:35:32 GMT

Hi underneonlights

Let me check with our order management team and I will post back shortly.

Thanks

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 12:00:26 GMT

Hi underneonlights

We've now managed to escalate this to Openreach and the fault report has been accepted without needing to cancel any orders.

I will keep you updated as soon as we receive an update from the Openreach line engineer.

Thanks

Re: No fibre broadband or phone since Friday

underneonlights — Thu, 12 Oct 2023 12:10:21 GMT

Thank you so much for sorting that Debbie.

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Thu, 12 Oct 2023 12:19:13 GMT

Hi underneonlights

You're welcome and I will keep you updated.

Debbie

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Fri, 13 Oct 2023 05:48:28 GMT

Morning underneonlights

This fault is still with Openreach. I will check again this afternoon for any additional updates.

Thanks

Debbie

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Fri, 13 Oct 2023 08:42:10 GMT

Hi underneonlights

The fault is now showing assigned to a line engineer so hopefully we should have an update later this afternoon.

Thanks

Re: No fibre broadband or phone since Friday

underneonlights — Fri, 13 Oct 2023 08:48:10 GMT

Thanks for keeping me updated.

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Fri, 13 Oct 2023 08:51:09 GMT

Hi underneonlights

No problem 🙂 Hopefully this will be fixed today.

Debbie

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Fri, 13 Oct 2023 12:44:44 GMT

Hi underneonlights

The fault is still with Openreach, there are no additional updates as yet.

Have Openreach made contact with you?

Re: No fibre broadband or phone since Friday

underneonlights — Fri, 13 Oct 2023 12:58:00 GMT

I've had no contact from them at all.

Re: No fibre broadband or phone since Friday

Debbie-TalkTalk — Fri, 13 Oct 2023 13:00:22 GMT

Hi underneonlights

Ok thanks for confirming. The fault is still with the engineer so we will wait for updates.

Re: No fibre broadband or phone since Friday

underneonlights — Fri, 13 Oct 2023 15:54:42 GMT

Hi again Debbie. I still haven't heard anything from the engineer and the line status hasn't changed. What are the prospects of anything being done today?

Re: No fibre broadband or phone since Friday

Gliwmaeden2 — Fri, 13 Oct 2023 18:39:50 GMT

Let us know if this was sorted, @underneonlights.

Staff won't be back on here before Monday now.