Internet Fault

[hatos13]

I dont know if anyone can help but I had an Opnereach Engineer on 27 June. He said the fault was under the pavement and they were going to have to dig it up. I heard nothing and I rang TalkTalk on the 3 July. An Openreach enegineer came out that day & marked the pavement. There is no sign of anybody coming along ro dig up the pavement. I understand I can't contact Openreach directly  so I dont know when the problem is going to be fixed.

The line has been really bad tonight when I was trying to watch catch up TV with the internet dropping out about every 10 minutes. What is the best thing to do so the problem gets fixed?

In desperation.

hatos13

[Debbie-TalkTalk]

Hi hatos13

I've contacted Openreach again this morning and they have advised the below:

Job on hold for the following reason: Zone of Interest
hazardous Pipeline approval to be requested once the job is done notes will be added this job need a Pre-Site Survey and job is sent to re allocate surveyor and we will receive next update by 31/07/23.

Thanks

[Debbie-TalkTalk]

Hi hatos13

No problem, I will post back here on 26/07.

Thanks

Debbie

[hatos13]

Thank you very much.

[Debbie-TalkTalk]

Hi hatos13

Openreach have advised the below:

Notes from engineer: Unable to complete job dig. Investigation team will be working on this currently for planning and survey still no updates yet please wait till today for a further update and please kindly review back track date on : 26/07/2023

I will check again on 26/07. Apologies again for the delays.

[hatos13]

Thank you very much. We have not heard anything and there is no sign of anyone digging!

[Debbie-TalkTalk]

Hi hatos13

I will contact Openreach this morning for additional updates on this fault and I will post back on this thread as soon as I have further information.

Thanks

[Michelle-TalkTalk]

Morning,

No problem and we'll post back as soon as we know more.

Thanks

[hatos13]

Thank you very much for chasing this.

[Debbie-TalkTalk]

Hi hatos13

Thanks for your reply.

I'm really sorry about the delays. It's due to the dig work required, including surveys and planning that's causing the delays.

We will continue to chase Openreach for updates on 24/07. Apologies again.

[hatos13]

Thank you very much for this, I am very grateful. I know it is out of TalkTalk's control but when the engineer came on 27 June he said it would be about 5 days. Unfortunately the land line is pretty unusable because it is so crackly.  The internet has just dropped out again & overnight according to the log, it dropped out numerous times overnight. It is making it very difficult to do things which require constant connections such as streaming, video calls & even online banking unless we are very lucky.

I suppose there is nothing I can do  for Openreach to treat this as urgent?

Thank you very much for your help.

[Debbie-TalkTalk]

Hi hatos13

I have spoken to Openreach and they have provided the below update:

Hard dig required to complete the job. Investigation team will be working on this currently for planning and survey and then they will release a estimate and an RBD (require by date) for contractors to finish their work by, for now 5 working days is the lead time for survey and planning, please check back on  24/07/23 for more updates on this fault.

[Debbie-TalkTalk]

Hi hatos13

I'm really sorry to hear this.

It appears that this fault is part of a complex fault (dig work required)

I will contact Openreach this morning to see if they have any additional updates or timescales.

[Divsec]

Hi @hatos13 well you've certainly been very patient! The team here are great and they will help. Your post has been escalated and you should hear soon.