A car crash yesterday at around 11pm caused a street light to be knocked over, which also hit the overhead phone line connection to my property which disconnected it (ripped it off its connection pole. The cable is now in a bundle needing re-connecting.
I need someone with some amount of authority / capability (brain?) to help get this resolved asap, as we are obviously without any connection.
I have tried to resolve this through your online help chat but I don't think the people there are capable of grasping the situation and just keep asking me very silly questions.
Here is the chat today........
10:02, Apr 22] Info: Hi there! Welcome to TalkTalk. I’m Sara, your virtual assistant. Shall we quickly go through a few details to get started?
Conversation ID: feaafb93-ef65-436b-a894-97a57159daf0
[10:02, Apr 22] Stuart Wheatley: A car crash last night broke our BT line and we need to have this fixed asap
[10:02, Apr 22] Info: Hi, welcome to TalkTalk.
This conversation will be recorded for training and monitoring purposes and may be used in the future to help us deal with your queries quicker. To find out how we will use your data, visit talktalk.co.uk/privacy. This conversation will be available to you for 30 days on the device, please note that if using a shared device this will remain visible on the browser you started the conversation on. You have the option to clear the conversation history by clicking the 3 dots at the top of this window and selecting ‘clear history
[10:03, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:03, Apr 22] Stuart Wheatley: Yes
[10:03, Apr 22] Sara: What is your full name?
[10:03, Apr 22] Stuart
[10:03, Apr 22] Sara: Just a quick step to help us identify you and get your account details – this will speed up the process and get you the help you need faster!
I'll send a PIN number to you, and I'll need you to share it with me here.
Let me check if I have your phone number first.
[10:03, Apr 22] Sara: Please enter the mobile number registered to your TalkTalk account, without any spaces.
For example: 07700900000
This is just for verification purposes so we can assist you effectively. Rest assured, your details will not be used for anything else.
[10:03, Apr 22] Stuart
[10:03, Apr 22] Sara: Thanks, here's what I've got:
Phone : 0xxxxxxxxx
[10:03, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:03, Apr 22] Stuart : Correct. Send it.
[10:03, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:03, Apr 22] Stuart : 784937
[10:03, Apr 22] Sara: Thanks, I’ll check this for you now
[10:04, Apr 22] Sara: Great, I’ve checked them and we’re all good 👍, lets get some final details and get you through to the team.
[10:04, Apr 22] Sara: Hello! How may I assist you today?
[10:04, Apr 22] Stuart : A car crash outside out home last night brought down a street light which also took out the phone line connection to our address
[10:05, Apr 22] Sara: I'm sorry to hear about the incident. It sounds like you're experiencing an issue with your home phone line due to external damage. I can route you to the appropriate place for assistance with this.
[10:05, Apr 22] Sara: It seems like you're dealing with a disruption to your home phone service due to an accident. I'll route you to the appropriate support for assistance with your home phone line issue.
[10:05, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:05, Apr 22] Stuart : Please put me through to an actual person
[10:05, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:05, Apr 22] Stuart : Unable to Make/Receive phone call
[10:05, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:05, Apr 22] Stuart : Unable to Make / Receive Calls
[10:05, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:05, Apr 22] Stuart : Yes
[10:06, Apr 22] Sara: Let's do some checks to diagnose, why you're unable to make or receive phone calls.
[10:06, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:06, Apr 22] Stuart : No
[10:06, Apr 22] Sara: Please check for call diverts, if it's enabled, calls will be directed from your landline to another number. Simply go to Call Diverts by logging in to My Account to disable it. If you don't have My Account, please create one. It's quick and simple to register.
[10:06, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:06, Apr 22] Stuart : No
[10:06, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:06, Apr 22] Stuart: There's no dial tone
[10:06, Apr 22] Sara: First, let's see if there's a problem with any of the devices.
Please check for any new devices added to your setup and remove them one at a time to see which one is causing the issue.
[10:06, Apr 22] Sara: Check that none of your phones are off the hook.
[10:06, Apr 22] Sara: Test your line again with a new handset, if you've got one, and see if it helps.
[10:06, Apr 22] Sara: If you're using a cordless phone, make sure the batteries are fully charged.
[10:06, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:07, Apr 22] Stuart : Still no dialtone, let's proceed with diagnostics
[10:07, Apr 22] Sara: There may be a fault in the wiring. Please check the wires connecting from the phone socket to the handset or the base. Make sure they are fitted securely and in good condition.
[10:07, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:07, Apr 22] Stuart : No
[10:07, Apr 22] Sara: Let's run an automated test, which will show the status of the connection from our network to your home. Most of the time, this resolves the issue.
[10:07, Apr 22] Sara: This will save us some time while finding a fault, if any. It only takes a few minutes and I'll still be here to help you. Simply log into My Connection and run a connection test.
[10:08, Apr 22] Sara: vertical [Rich Content: Preview not available]
[10:08, Apr 22] Stuart : No
[10:08, Apr 22] Sara: Looks like we'll need a helping hand with this one.
I'll connect you to an expert who'll help with your enquiry.
[10:08, Apr 22] Sara: Great, I'll get you to an expert.
[10:08, Apr 22] Info: You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
[10:08, Apr 22] Stuart : A car crash last night broke our BT line and we need to have this fixed asap
[10:10, Apr 22] Hasan: Hello, thank you for contacting Talktalk. You are chatting with Hasan from technical department, I read your above conversation and understand that you have a query regarding Openreach line, Is that correct?
[10:10, Apr 22] Stuart : Yes. - A car crash last night broke our BT line and we need to have this fixed asap\
[10:11, Apr 22] Hasan: I’m so sorry to hear this. It shouldn’t have happened. I’ll look into this right away for you.
[10:11, Apr 22] Stuart We need you to organise someone to physically come out to our address and re-attach the phone cable
[10:13, Apr 22] Stuart : Hello ?
[10:14, Apr 22] Hasan: Stuart, just to confirm is your internet services are working fine?
[10:15, Apr 22] Stuart : no - we have no phone line connection - as a CAR CRASH outside our house took the line down
[10:15, Apr 22] Hasan: Alright, thank you for confirming.
[10:15, Apr 22] Hasan: Stuart, In order to resolve the issue, we would need to find the root cause and for that I would be doing some checks and tests and would be asking you few basic questions , request you to please support me on the same, Also i would be asking you to do few checks on your end which are basic however important, Need your help and appreciate your patience, together we would be able to find resolution for the concern faced.
[10:16, Apr 22] Stuart : The 'root cause' is that a CAR HAS CRASHED INTO THE PHONE POLE AND TAKEN DOWN THE CBLE
[10:17, Apr 22] Stuart : What is the phone number to talk to a human please ?
[10:18, Apr 22] Hasan: Stuart, I am a live agent. I completely understand your concern. I need to perform a few checks and line tests, and if these indicate that an engineer visit is necessary, I will certainly book an appointment for you.
[10:23, Apr 22] Hasan: Stuart, are you chatting to us today while connected to your TalkTalk service, using a mobile data connection, using a hotspot or using another Broadband provider?
[10:23, Apr 22] Stuart : Ok - just that I've been trying to speak to someone now for half an hour.
[10:23, Apr 22] Stuart : I am chatting to you on a laptop, which is connected to my wife's phone and her mobile phone provider
[10:24, Apr 22] Stuart : We have no TalkTalk service
[10:24, Apr 22] Hasan: Thank you for confirming. Please do not worry, Stuart. I am here for you and I will try my best to get this issue resolved for you.
[10:24, Apr 22] Hasan: Are you currently at home, where the TalkTalk service is installed?
[10:25, Apr 22] Stuart : Yes
[10:25, Apr 22] Stuart :
[10:25, Apr 22] Hasan: Alright. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?
For example a care alarm, lifeline, health pendant or fall detector.
[10:26, Apr 22] Stuart :
[10:26, Apr 22] Stuart : No I do not have a life support or similar connected to the line
[10:26, Apr 22] Hasan: Thank you for the image reference, Stuart.
[10:27, Apr 22] Hasan: Stuart, you should be able to see the power light on the front of the router.
If this light is on, your router is receiving power.
Just to verify, is the router currently powered on?
[10:28, Apr 22] Stuart : The Router is on, fishing orange, s it cannot connect to the internet (as the cable to the phone Ines is down
[10:28, Apr 22] Hasan: Alright, thank you for confirming.
[10:28, Apr 22] Hasan: Stuart, are you able to make and receive telephone calls on your TalkTalk telephone line?
[10:29, Apr 22] Stuart : Mate - are you kidding me? THE CABLE IS BROKEN
[10:30, Apr 22] Hasan: Stuart, I understand that the cable line is broken, so you're unable to use your landline or even the internet.
[10:30, Apr 22] You: That is coreect
[10:30, Apr 22] Hasan: A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.
This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.
[10:31, Apr 22] Hasan: Stuart, have there been any recent changes in your home that could have impacted your service?
For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?
[10:32, Apr 22] You: Now you are being rude. Can you please put me though to a manager
