No Phone or Broadband

[Budgie-TT]

For the third day I'm without phone & broadband. 

The connection test tells me there is a network fault which is being worked on. 

Can you please confirm that this is the case, thank you 

 

[nambuso-TT]

Hi here 

@Gliwmaeden2 Thank you very much for advising 

@Budgie-TT I am very sorry to hear that you are having issues with your connection. Please confirm if you are still experiencing the issue.

[Gliwmaeden2]

@Budgie-TT, going back to queries earlier in the thread, because there is a trickle of service, you are right, it probably doesn't qualify for automatic compensation. All the details about how that works are here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_com...

But given it's going on and on, I'd hope for a goodwill gesture  - worth pursuing that. The problem with it being a wider problem means there are probably not many places to run to if most ISPs still use Openreach in your area. You'd need to investigate other companies that use eg Cityfibre or Virgin or, if you are not on full fibre yet, that option might work remaining at Talktalk, as it's separate infrastructure from anything that includes copper.

You'd need to discuss your options directly with Chat or on the phone, as these sorts of negotiations are not covered by forum staff.

The Complaints manager won't be reading this thread - if their message was from a No Reply address you will need to follow up again through 03451 720088  / Chat.

Such a nuisance for you. I hope something is sorted for you soon, & Merry Christmas to you too.

[Budgie-TT]

Day 38 with no phone and broadband 

In reply to Hrishikesh (complaints manager), I don't know how else to reply.

Broadband connects intermittently, very low speeds, currently 2Mbps down, 0.25 up. 

No connection for the past 2 days.

Last two digits of sort code are 76.

Merry Christmas everyone.

[Philile-TT]

You're welcome. I'm glad that you have seen it. 

[Budgie-TT]

Got it, thanks 

These emails end up in my spam folder, so I do not see them immediately.

[Philile-TT]

@Budgie-TT your fault is with a case manager who is looking into it. An email was sent to you by a complaint s manager yesterday please do check it. If you still need to speak to the complaints team you can call in using the number 03451720088 during these hours Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed.

[Philile-TT]

Hi @Budgie-TT I will check your fault and get back to you. 

[Budgie-TT]

Day 28 with no phone and broadband 

Is there any update from Openreach on this issue?

Promised phone call from TalkTalk team yesterday did not happen.

Still waiting patiently.

[Mandisa-TT]

I understand, the live chat agent will be able to put you through to the complaint team and they will be able to assist you with your complaint as it is showing that network-level issue: “Multiple Exchanges – WN – Service Impacting – Backhaul Drop.” This means the fault is affecting multiple customers in your area and requires specialist backhaul engineers to resolve. Openreach engineering teams are aware and working on this as a priority.

[Budgie-TT]

That has just been carried out by live chat. I expect a response to my complaint today. Thank you.

[Mandisa-TT]

@Budgie-TT Thank you for contacting us. I can confirm that your formal complaint has been received. At this point, it has not yet been updated on your account, as it typically takes 24–48 hours for our back-office team to review and process complaints submitted via email. In the meantime, I will be able to run diagnostic checks, are you at home to be able to proceed?

[Budgie-TT]

Dear Talktalk 

I’m raising a formal complaint regarding the ongoing total loss of service at my address . The broadband/phone has been offline for 13 days, and TalkTalk have stated it’s due to a “backhaul drop”.

This fault has exceeded a reasonable repair time under Ofcom rules. TalkTalk is now in breach of contract.

I am requesting:

1. Immediate escalation to the Fault Management Team

2. The Openreach fault reference number

3. Confirmation of when a backhaul engineer is allocated

4. Termination of the contract without early exit fees due to the prolonged total loss of service

5. Auto-compensation for every day beyond the second day of outage (currently 11 days)

If this is not resolved today, I will escalate this to the Ombudsman for breach of contract and seek early termination along with full compensation.

Please confirm receipt of this complaint and provide the Openreach job reference immediately.

[Mandisa-TT]

@Budgie-TT You’re most welcome. If you have any other questions, we’re here for you.

[Budgie-TT]

Thank you.

[Mandisa-TT]

Thank you for your patience and understanding.

Once your fault is fully resolved, we automatically calculate any potential compensation based on eligibility. Here’s how it works:

• Notification: You’ll receive an email and SMS notification within 30 days after the resolution to inform you of your compensation status.
• Account Check: After that, you can check My Account to see if the credit has been applied to your account.

If you have any other questions or need assistance with anything else, feel free to let us know!

[Budgie-TT]

OK, Thanks

[Mandisa-TT]

Thank you for the respond, I have checked on your address and We’re currently experiencing a service-impacting issue affecting multiple exchanges due to a backhaul drop. Technical teams are actively working to restore services as quickly as possible. We’ll keep you updated on progress and notify you once the issue is resolved.

[Budgie-TT]

Hi,

Yes, at home.

Thanks

[Mandisa-TT]

Hi @Budgie-TT Thank you for reaching out regarding your phone and broadband service. I sincerely apologize for the inconvenience you’ve experienced for the past nine days. I understand how frustrating this situation can be. I need to run a series of checks on your line to determine the cause of the service disruption. This is an important step to ensure we address the issue effectively. Are you at home to be able to proceed?

[Budgie-TT]

DAY 9 without phone and broadband.

What options might I have other than sit tight, be patient and hope for the best?

I guess I'm not eligible for compensation under the OFCOM scheme, but if by some miracle I am, how is this claimed?

At what point am I free to leave my contract without penalty?

Thanks