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? 

[Mandisa-TT]

@Coral3  Thank you for letting us know, and I’m pleased to hear your phone and internet are working again as of 11am today. We appreciate your patience while Openreach resolved the issue in your area.

[Mandisa-TT]

I understand @Coral3 

[Coral3]

Phone and internet working as of 11am today. Internet slow at moment 1mb/sec. Usually 4mb/sec. Will wait for it to settle. Openreach working in the area widespread problem all going back to contaminated box.

Thanks for the help. 😊

Hopefully the automatic compensation will come through in 30 days. And no more purchasing extra data!😊

[siphosethu-TT]

If no notification was sent to you stating the case is closed, it's safe to say it's still being looked into. I'm currently trying to get an update for you.

[siphosethu-TT]

Hi there @Coral3, allow me to check for you.

[Coral3]

** Day 28 no broadband and no landline **
Good Morning,
Any update from openreach?
Last update 8 days ago:
Openreach indicates that the current delay is due to waiting for the results of contamination testing on the boxes. This testing is necessary before IPSUM can clear the box for further work, which is causing a delay in the cabled jointing process

[amahle-TT]

Thank you also for your time and patience.

[Coral3]

Thanks @Gliwmaeden2 @amahle-TT 

[amahle-TT]

@Gliwmaeden2 thank you!

[Gliwmaeden2]

@Coral3,

You'd always have to discuss leaving without penalty with the Loyalty  / Retentions people on the phone: 03451 720088.  It's not something that forum staff can deal with for you.

But, despite Talktalk's communication system being so muddled and confusing, I don't know what could be gained by leaving if it's an Openreach problem and other ISPs would be using them too? You just don't have any way of resolving this other than sitting it out unless you move to a completely different infrastructure provider - and it's worth researching whether Virgin or City Fibre services have been affected too before making any decisions. 

[amahle-TT]

Checking on my end it seems like the Openreach is still dealing with your issue and the manager that is handling your case will follow up today between 08:00-10:00, thanks.

[amahle-TT]

Hi there @Coral3, yes. Please bear with me as I check on your account. 

[Coral3]

** Day 25 no broadband and no landline **
Hi, will I be able to leave my contract penalty free after 30 days of no service?

[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