The following is the reason why I think I'm entitled to more compensation that £16.59. Talktalk cancelled the first engineer visit for no reason even though the fault had not been cleared and I had to complain. When an Openreach engineer did, call the temporary fix didn't last for 1 day and I was without a landline and poor internet service again. I had to chase up Talktalk on November 25th, 26th and 27th to get any response and an another Openreach engineer finally arrived on Nov 28th. The fault was finally cleared on December 2nd.
It's not only that I was without landline service and didn't have the internet service I'm paying for, it's the poor way that Talktalk responded to me as a customer and the hours I've had to spend on on-line chats. Details, dates, times and names are all below for your investigation. I await your reply.
Wed 19th Nov Landline not working at all, internet slow and drops out. I ran a connection test and was advised to book an engineer. An Openreach engineer was booked to visit on 21st Nov in afternoon.
On 20th Nov had message from Talktalk that fault was cleared after engineer had visited. I complained that fault HAD NOT been cleared and an engineer HAD NOT visited.
Nov 21st Spoke to case manager Samkelo ( in Durban SA) to make another Openreach appointment for Sat Nov 22nd morning.
Nov 22nd Openreach engineer visited, did a temporary repair and said further engineer visit was required. Temporary repair failed the same day (22 Nov) still no landline, and slow intermittent internet. Fault rep number REP 16230522
Nothing heard from Talktalk
Nov 25th On-line chat with agent Michelle (12. 13 pm) explained landline not working, poor internet service, she confirmed the fault was still open. Michelle assured me that my internet and landline will be fixed that day. No engineer arrived, fault not fixed.
Nov 26th On-line chat with agent Kasim (12.01 pm) explained the situation all over again. Kasim said fault had been escalated and I was to wait until end of the day (5.00pm). No engineer, fault not fixed.
Nov 26th went on the community chat, and told the same sorry story over again.
Nov 27th Philile - TT support team staff looking into the problem. I was told fault had been escalated to a different engineer and next update would be available on Dec 1st, apologies given.
Friday Nov 28th afternoon Openreach engineer called, fault not fixed, so still no landline service and slow, intermittent internet. Further engineer visit required.
Mon Dec 1st Openreach engineers visited and worked on fault. Fault still not cleared.
Tues Dec 2nd Openreach engineers visited and finally cleared the fault at 12.20pm. Landline now working and internet connection stable and the correct speed.
