Broadband outage

[CliveLees]

Broadband has been out for 48 hours! Engineer called yesterday to confirm it wasn't my equipment.  Outage appears to be part of a widespread outage that happened at about 8am  2days ago.

I was promised contact from another engineer with 24 hours , but 24 1/2 hours later - no contact!

[Thabile-TT]

I sincerely apologize for any inconvenience caused. We will proceed with the diagnostic checks as I previously recommended. Could you please confirm if you are at home where your TalkTalk service is connected?

[CliveLees]

What needs to be done is for the matter to be escalated - the word used by your engineer yesterday. This presumably means that Open Reach need to investigate what is happening at the exchange. The main issue is that Talk talk said it would it would contact me about this by 9:17am this morning but didn't. I have therefore raised a formal complaint.

[Thabile-TT]

Looking into your account, I am unable to complete any checks on your behalf as your case has been assigned to a different agent. Kindly make sure to reach out to one department at a time to avoid any duplication of efforts. You may either proceed with the agent who is currently assisting you or permit me to investigate this matter for you. Thank you.

[Thabile-TT]

Thanks for confirming this, I will now look further into your account we may need to run some diagnostics checks to get to the bottom of this issue.

[CliveLees]

We have already done that countless times and an engineer has been here to confirm it is not our equipment already

[Thabile-TT]

Hi there @CliveLees I'm sorry to hear that you have a problem with the router. could you kindly reboot the rooter for 30 seconds and let me know the outcome.