No internet and no phone 12 days

[Coral3]

Hi, I reported no internet and no landline on the 15th Nov. Was originally told openreach issue at local exchange linked to faulty pr joint. Then told it was a complex fault requiring complex works. Last time I chatted with someone online they couldn't give me an update from openreach. Each time I chat with someone online my account shows fault resolved. Is there anyway to get an update without going through endless line tests and dropped what's app messages where I get booted back to the start? 

[Thabile-TT]

I understand, I have raised an escalation for you and rest assured this will be looked into and I will get back to you.

[Coral3]

I have just received the email again "our engineer has resolved your issue"

[Thabile-TT]

I'm sorry this is the experience you have had with us so far, I will raise an escalation for you and get back as soon as I get feedback.

[Coral3]

Hi Thabile, I appreciate your help on this. But this same thing happens every time i contact Talk Talk. 

[Thabile-TT]

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

[Thabile-TT]

we will need to run checks one more time as the case reflects as closed, this will determine if another engineer is required or not. 

[Thabile-TT]

That's exactly what I'm looking into, please bare with me.

[Thabile-TT]

Please bare with me while I investigate this for you once I have all the information we need. 

[Coral3]

And yet again I've had an email from talk talk "our engineer has resolved the issue" and "If experience any further issues, please visit My Connection where you can run a line test or to chat with an agent"

So should we start again....ad infinitum.

[Thabile-TT]

If you eligible then yes, I've provided a link below with more information on compensation.

About your auto compensation credit 

[Coral3]

Thanks. This is the same as some previous updates. No timelines.

Monitor the fault: Impossible on Talk Talk site as fault always shows as resolved. 

Will I receive compensation for total loss of service?

[Thabile-TT]

Please note that I'll contact Openreach to find out if this is still the case as I've seen the update hasn't changed from the previous update you were given. 

[Thabile-TT]

We've been advised that the fault requires complex works in order to complete the fix. There are a few reasons that we will have been advised this, including:

• Council approval required due to complexity of works - e.g. road closure/temporary lights if underground work is required
• Access to a third-party property is required
• Equipment to resolve is not immediately available.

If a date is available, we will provide this to you, otherwise please monitor the fault for further updates.

[Thabile-TT]

I need to contact Openreach to get full details of the outcome of the engineer visit as the notes they have provided are unclear. Please wait while I do this.

[Coral3]

No

[Thabile-TT]

Are you able to make and receive calls on your landline?  

[Coral3]

Yes. Just about. I have a mobile phone that gets intermittent signal. And so far 2 x extra data packages at £16 each. Cost so far to me £32.

[Thabile-TT]

Will you be able to contact emergency services while your services remain impacted?

[Coral3]

No. Sounds like you're gearing up for another line test. Hooray!

[Thabile-TT]

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.