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? 

[siphosethu-TT]

Let me look into that for you and confirm. 

[Coral3]

Yes at home.

But I think there is still already an open case :

Update from 2 days ago :the feedback we received from the escalation is that major dig works is required, which has to go through council approval (planning) due to TEMP traffic lights for road works. Openreach has to wait for clearance from the council to begin work. Please monitor the fault for further updates. 

[siphosethu-TT]

Please note that a case has been opened but will need to run checks, please confirm if you are currently at home. Thanks

[siphosethu-TT]

Hi there @Coral3, allow me to have that looked into for you please bare with me. 

[Coral3]

Hi, 

I noticed on my account that the raised faults have disappeared.

It gave me the option to do a line test again. It then said issue found...contact you.

Can you reassure me that the original fault i raised is still active?

*Day 18 no landline/ no broadband*

[Thabile-TT]

@Coral3 you are most welcome 

[Coral3]

Thanks for the update.

[Thabile-TT]

Hi there @Coral3 the feedback we received from the escalation is that major dig works is required, which has to go through council approval (planning) due to TEMP traffic lights for road works. Openreach has to wait for clearance from the council to begin work. Please monitor the fault for further updates. 

[Coral3]

** Day 17 No internet and no landline **
Hopefully some information this week?

[Thabile-TT]

@Coral3 It is understandable that you have so many questions since you are experiencing this issue however, we can only figure out where the fault is once we receive feedback, for now I kindly ask that you bear with us as we are still looking into this.  regarding the compensation, please refer to the link above.

[Coral3]

Please can you give me a little more information.

Is the fault with openreach still?
Is the fault with Talk Talk?
Is it both of the above?
Will the calculation for compensation be effected if the talk talk systems keep defaulting to " fault resolved"? The fault started on the 15th November.
Is it a widespread issue in my area or just me?

I am without landline, without wifi and have a poor/ sometimes non existent mobile reception with expensive data add-ons.

[Thabile-TT]

Hi there thanks for reaching out again, we are still working on fixing this issue. There is no update as yet we will let you know once we get some feedback.

[Coral3]

Any update on the escalation?

[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.