topic Re: Downtime and zero updates in Full Fibre

Downtime and zero updates

HandbridgeLife — Sat, 22 Nov 2025 17:37:02 GMT

My ffttp internet has been down for 3 days and counting. There are zero updates on the open case record which is hugely annoying especially as days roll by. The chat option is clunky and stalls. The site sometimes kicks me out of my account and so far there has been as I said zero reply to my requests for updates. I will be looking elsewhere when my contract is up. Spoke to an Open Reach guy in the street who thought there was probably an issue within the local exchange. To confirm, the problem is outside of my premises and the LOS light is red in case anyone is interested.

Re: Downtime and zero updates

ferguson — Sat, 22 Nov 2025 18:09:14 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday. There are some issues reported on the Service Status page.

Re: Downtime and zero updates

KeithFrench — Sun, 23 Nov 2025 11:36:15 GMT

The TalkTalk support staff on this forum do not have access to the Full Fibre systems. Therefore, you will need to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 09:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

You may not always be able to speak to someone on this number; they may send you a text message instead. If that is the case, the text will contain a link to start an online chat. On that chat, you can insist on speaking to a person, but there may be a delay before you are connected.

Re: Downtime and zero updates

amahle-TT — Mon, 24 Nov 2025 07:49:44 GMT

Thank you, @ferguson and @KeithFrench.

Re: Downtime and zero updates

HandbridgeLife — Mon, 24 Nov 2025 20:02:49 GMT

Open Reach fixed a broken fibre out in the street 5pm today so I have the interned again after 5 days. Be interesting if any compensation or credit gets offered.

Re: Downtime and zero updates

Gliwmaeden2 — Mon, 24 Nov 2025 21:15:04 GMT

See this information sheet for an explanation of compensation policy, @HandbridgeLife:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_compensation_credit

Re: Downtime and zero updates

mandisa1-TT — Tue, 25 Nov 2025 07:14:19 GMT

Thank you so much for the support @Gliwmaeden2

Hi there @HandbridgeLife Please refer to the articles provided by @Gliwmaeden2, out systems auto compensate you 30 days after the fault has been resolved if you are eligible.