Local exchange issue

[KbeanZ88]

There is an issues at my local exchange.

My fibre broadband has been down for 2 days, no updates at all.

I had to find this information out, TalkTalk didn’t tell me in the first place. I’m not getting any updates.

Super annoying.

Anyone with similar issues?

[Debbie-TalkTalk]

Hi KbeanZ88

Thanks for confirming. Once you have completed the form then I will arrange the engineer visit.

Debbie

[KbeanZ88]

I don’t have a house phone.

And no broadband, I was messaging a colleague who tested it but I still had a solid amber light even after restarting the router.

he said I should get a phone call within 24hours from the case management team

[Debbie-TalkTalk]

Hi KbeanZ88

Ok, I will send you a Private Message to confirm some details so we can arrange an Openreach engineer visit.

Just to confirm, when you tested last night, did you have no dial tone and no BB connection?

Thanks

Debbie

[KbeanZ88]

I can’t right now, I’m on my way to work. I won’t be home till 6.

I would appreciate a visit from an engineer before I have to go another night without the internet.

[Debbie-TalkTalk]

Hi KbeanZ88

Did the engineer install a new master socket? Could you connect the phone at the test socket (just so we can rule this out please)

Once we have tested this then we can arrange the engineer visit.

[KbeanZ88]

Yes, I’ve not touched it since it got installed it in October 

[Debbie-TalkTalk]

Hi KbeanZ88

I'm so sorry to hear this.

Both line tests (Openreach) are clear. Is the phone currently connected at the test socket?

The next step will be an Openreach engineer visit to the property as both line tests are now clear.

[KbeanZ88]

Help Debbie, it’s still not working!

spoke to online support who have now given my case to case management team.

7 days!!

[Debbie-TalkTalk]

Hi KbeanZ88

That's great 🙂 I have also checked the fault ticket and I can see that the engineer has left the same notes - Fault resolved at the exchange.

If you do experience any further issues then please let us know.

This help page has some further information in regards to compensation

About your auto compensation credit

[KbeanZ88]

I had a phone call from the engineer, he has fixed the issue. I will check when I get home from work. 
Will look to get some compensation next

[Debbie-TalkTalk]

Hi KbeanZ88

The engineer yesterday has now passed the fault to an exchange engineer as they believe that the fault is located at the exchange and the line engineer was unable to fix this.

I will keep checking on this today and I'm sorry again for the delays.

Thanks

Debbie

[KbeanZ88]

Oh I know, it went down Wednesday but didn’t get logged until Friday morning 

[Gliwmaeden2]

Once it all gets sorted (eventually) there is compensation for the loss of service, @KbeanZ88.

Take a look at:

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

Worth keeping a record of exactly when you first reported it etc.

[KbeanZ88]

Thanks

Is there any other updates from them?

No internet for 5 days has been tough 

[Debbie-TalkTalk]

Hi KbeanZ88

I've checked again and this fault is still in hand with Openreach, they have not closed the fault.

I will continue to monitor the fault for additional updates from Openreach.

Thanks

Debbie

[Debbie-TalkTalk]

Hi KbeanZ88

No problem and apologies for the delay.

Thanks

Debbie

[KbeanZ88]

Thanks, 

[Debbie-TalkTalk]

Hi KbeanZ88

I can see that the fault has been assigned to an Openreach line engineer this morning.

We should hopefully have further updates this afternoon.

Thanks

Debbie

[KbeanZ88]

May, I haven’t got anything yet. I will brace myself for no internet

[Gliwmaeden2]

You may receive automatic updates via text, from TT / Openreach, over the weekend @KbeanZ88, but forum staff are not back before Monday.