Broadband outage, ticket keeps getting closed

[Igneous1903]

I have had flashing orange light for almost a week now. My tickets get closed by TalkTalk and it says that my Internet connection is fine. When I speak to support they say that openreach have identified it as a high priority urgent fault which they are working on. But nobody has contacted me from openreach. I work from home and this is causing huge problems. Any ideas?

[Igneous1903]

 

[Chris-TalkTalk]

Apologies, do you have the screen shot

Chris

[Igneous1903]

The message I previously screenshotted from support states "a fault within the local exhange is currently being fixed which is marked as a higher priority repair". This doesn't make sense when i am being told that an engineer is waiting to be assigned. 

[Chris-TalkTalk]

I can only see two tickets, the first one was closed by Openreach because of what looks like a system issue. The second is still open and currently with Openreach awaiting engineer assignment. We would expect this to be investigated either today or tomorrow,  I'm sorry for  the delay,

Chris

[Igneous1903]

hi Chris,

Couple of things - why do my TalkTalk support tickets get closed with statements such as "your connection is working fine"? My contract is with TalkTalk and not BT Openreach, so as far as I'm concerned I should still have an open ticket until my broadband is working.

Also is it normal to be told that Openreach have identified an urgent fault but take a week to even take a look at it? Communication has been really poor. 

[Chris-TalkTalk]

OK thanks. This has been raised to Openreach and is currently awaiting an engineer to be assigned to investigate. If you don't hear anything by tomorrow evening please let us know and we'll check for updates

Chris

[Igneous1903]

Hi, I have updated my profile

[Chris-TalkTalk]

Hi Igneous1903,

If you still need assistance can you please update your community profile as Skynet_TX has requested

Chris

[Skynet_TX]

Hi @Igneous1903,

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

• Your name
• Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
• An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow to get you an update on what is happening.