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?

[Chris-TalkTalk]

Thanks, I've sent you another PM

Chris

[Igneous1903]

Hi Chris, I've updated the details and await the engineer appointment 

[Chris-TalkTalk]

Hi Igneous1903,

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris

[Igneous1903]

Making it up as they go along. I am available Tuesday to Thursday AM

[Chris-TalkTalk]

The latest update just says that a flat roof trained engineer is required and also access to your home. I  questioned this with the Desk Agent, they just confirmed that this is required

Chris

[Igneous1903]

So what happened to the engineer who told me that the fault was at the pole but couldn't fix it until he got a hoist. Was that another fib? Was it fixed but there is another problem? Some facts would be good before I agree to anything.

[Chris-TalkTalk]

Hi Igneous1903,

I'm sorry this is taking so long to resolve. I've spoken to an Openreach desk agent, they've requested that we arrange a visit to your home to carry out further investigation. If you'd like us to go ahead with the engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

Thanks

Chris

[Igneous1903]

No, 13 days now which if I wasn't so p*ssed off about would be laughable. 

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Can I just confirm, have they made contact since your last post?

Thanks

[Gliwmaeden2]

@Igneous1903, there isn't any SIM substitute available. 

The automatic compensation process kicks in AFTER it's resolved, as so far they don't know how many days you will be due for.

It will take at up to 30 days to process and show in your account after that.

Take a look at the explanation in this article:

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

Staff are not on here at weekends, so this will be picked up again from Monday. 

[Igneous1903]

Into day 12 without Internet, without communication about a schedule for repair,  no idea when it might come back on, completely unacceptable from talktalk and openreach. No offer of 4G router and sim to see us through, no clarity on compensation, what a shambles.

[Igneous1903]

He called yesterday and said he would call me back with an update once he'dhad a look. Nothing. No idea if he is coming back today. No urgency in fixing the problem. Day 9 of No Internet. Shambolic.

[Debbie-TalkTalk]

Hi Igneous1903

The engineer is working on this fault and from the notes left I believe Openreach will make contact with you to arrange a visit to the property also.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Igneous1903

Openreach have advised that the fault is located at the top of the pole so that's why they need the hoist so they can access the pole and repair the fault.

As soon as I have further information then I will post back on this thread.

Thanks

[Igneous1903]

Hi Debbie. Thanks for the reply. Day 8 of this saga and it still hasn't been communicated what the fault is. If a hoist is needed that would suggest they know what the fault is. If somebody could let me know it would be great.

[Debbie-TalkTalk]

Hi Igneous1903

There are no further updates at the moment. I will continue to monitor this for additional updates from Openreach.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Igneous1903

This fault is still in hand with Openreach, it appears that a hoist is required.

I will check on this fault again this afternoon for additional updates from Openreach.

Thanks

Debbie

[Igneous1903]

Thanks for your reply, I am glad I took screenshots of my online chats. I was told it would be definitely fixed after 1 day, then case was closed without telling me, opened a new case and was told they had identified an urgent fault at the exchange. Now being told an engineer hasnt even looked at it. Would be advisable for them to get their stories straight before telling fibs. Worse still I saw the openreach van outside earlier but he drive off as I was getting my shoes on. Maybe it was a mirage though.

[KbeanZ88]

This is currently happening to me. No internet for 7 days, waited for nonappointed engineers to say he “fixed it” to get home and find it’s not fixed.

now my case is with higher up team, who I have to wait to be contacted by

[Chris-TalkTalk]

Thanks for the information

I can only see one previous appointment raised to Openreach, this was on the 11th and closed by Openreach. Another ticket was raised on the evening of the 15th, this was raised as a non-appointed task as the line test results required this. Openreach generally will investigate within 72 hours of the ticket being raised so I would think if you don't hear anything later this afternoon then you'll hear something tomorrow. They may contact you directly if they need to access your home

Chris