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? 

[mandisa1-TT]

Noted.

[Billx]

OK, @mandisa1-TT 

I understand that.

But I think My Connection should stop spouting nonsense.

[mandisa1-TT]

Hi there @Billx thank you so much for sharing, however in this case we have established the issue is not resolved as per the system status, however Openreach is still working on it.

[Billx]

For those who are following this,

I don't know whether @Coral3 is referring to the package of procedures under the automatic 'My Connection', at https://support.talktalk.co.uk/

But, I think he is.

I get the same symptoms there.

When it can't cope, it takes a full 30 minutes to finalise the analysis.

Then it gives a final report that there is a problem, and that it might take several days to deal with the issue.

Sometimes the issue resolves itself.

In any case after 5 days the issue is reported as 'closed', or 'resolved', without it being resolved. I don't think adding another word, 'fixed', changes that.

[mandisa1-TT]

As per our systems if there is no engagement(activity) on the repair case on our end, the system closes it, however the status is not showing as fixed:)

[Coral3]

Okay. Thanks @mandisa1-TT .

Resolved doesn't mean fixed.

You learn something everyday!

😀

[mandisa1-TT]

The repair case is being resolved by our systems, not that it has been fixed, there is a timescale when the system automatically closes the case and the status changes as resolved, however that does not mean it has been fixed.  Openreach is still working on the fault and once it has been resolved, you will be sent communication. You first reported the fault on the 15/11/2025 as the 1st case was created on that date. You will receive compensation for the days you had no services. Please refer to the following article on auto compensation: About your auto compensation credit

[Coral3]

Can you find out why my case keeps getting resolved when there's clearly a big issue with openreach/TT involving major works and council approvals.?

[Coral3]

That really doesn't make it clear to me that the calculation will start from the 15th Nov. My case has never been resolved. I have had no landline/internet for the entire time.

[mandisa1-TT]

Our systems will automatically compensate you 30 days after the fault has been resolved if you are eligible, as per the compensation article shared above. The 1st case was created on 15/11/2025 and was closed on 24/11/2025 the second case was created on 24/11/202 and was closed on 01/12/2025

[Coral3]

Yes. Very confusing as my faults keep showing as resolved on the TT online system. 

I first raised the fault on 15th November. 

Can you assure me that I will receive compensation from that date....if the faults keep showing as resolved the Talktalk systems may not pick up the automatic compensation?

[mandisa1-TT]

Which is a bit confusing as the repair case seems to have been closed by the system, as per last update Access to a third-party property is required, there for Council approval required due to complexity of works - e.g. road closure/temporary lights if underground work is required.  I will update you soon as I get the feedback from Openreach.

[Coral3]

I can predict what is going to happen...

1. Line Test

2. Escalation

3. Back to 1 ad infinitum...

Yes I am at home. No I dont have any devices reliant on internet . No I dont have working landline.

[mandisa1-TT]

Kindly confirm if you are messaging us from home?

[Coral3]

Okay....

My case has been opened and resolved several times. 

I feel like I'm stuck in a time loop.

[mandisa1-TT]

I can see you were advised the issue has been escalated and is still ongoing, however when I access your account the repair case reflects as resolved, hence I advised we resume checks as there is also an open repair case. Kindly bear with me while I try and get an update from Openreach. I will provide you with an update as soon as I get it.

[Coral3]

Your colleague @siphosethu-TT replied yesterday:

"your repair case was escalated and is currently being looked into okay, I'll just get back to you once I get an update"

Would a fibre connection resolve this?

[mandisa1-TT]

Hi there @Coral3 We sincerely apologize for the inconvenience caused to you. We will need to resume diagnostic checks, please confirm if you are messaging us from home?

[Coral3]

** Day 20 no broadband and no landline"

Hi again, 

As part of the update is it possible to have some sort of timescale for openreach to get approval for and complete works?

I may need to look into alternative solutions. Do you have any alternatives? I am on a copper/adsl line. Would FTTC work?

[siphosethu-TT]

Hi there @Coral3, please note that the issue with your repair case was escalated and is currently being looked into okay, I'll just get back to you once I get an update. Thanks