No internet or updates for days!

[AlannaA]

Hi,

I reported a fault on Sunday and spoke to someone in live chat yesterday. The information on my account hasn't been updated since Sunday. The account said to 'check back in a few days' if I wasn't given an engineer date/time to fix the fault. I checked back and there have been no updates. 

In the live chat yesterday, someone said an engineer is working on my fault and it should be fixed by the end of today. I asked if my account would be updated with this information. He said 'yes' and assured me my fault will be fixed. But there is no update on my account, so I don't know if what the person said is right. 

I am unable to work from home due to no internet, I am supposed to have a workman visit today, but I can't be there to let him in because I have no internet to be able to work from home. I have an autistic family number who is very frustrated. 

I need an honest answer about how long Openreach are taking to fix these faults. 

[Debbie-TalkTalk]

Hi AlannaA

I'm so glad to hear that this fault has been resolved.

In regards to compensation, further information can be found here About your auto compensation credit

[AlannaA]

Thank you Debbie. Can I get compensation from TalkTalk because we had no internet for 10 days? It was a very stressful time. 

The internet is working now. 

[Debbie-TalkTalk]

Hi AlannaA

Openreach have now closed the fault as resolved.

Is everything working ok now?

Thanks

Debbie

[Debbie-TalkTalk]

Hi AlannaA

Apologies. I've contacted Openreach again this morning and they have advised that the fault is with the multi skilled engineer. 

They have escalated this again. I will monitor for additional updates.

Thanks

[AlannaA]

Hello,

No I haven't heard anything at all. 

[Debbie-TalkTalk]

Hi AlannaA

Can I just check, did the engineer make contact with you yesterday?

[Debbie-TalkTalk]

Hi AlannaA

I will keep checking for updates from Openreach.

Thanks

Debbie

[AlannaA]

Thanks Debbie,

I hope the engineer does visit tomorrow. 

[Debbie-TalkTalk]

Hi AlannaA

I have contacted Openreach again and they have provided the below update:

A multi skilled engineer will work externally towards the customer property. If the engineer needs access to the customer property, then they will contact customer 30 minutes beforehand.  The engineer is scheduled for 09/11/22, however this is not guaranteed and could be subject to change. 

Further updates will be available on 10/11.

[AlannaA]

Yes, please update me this afternoon. 

[Debbie-TalkTalk]

Hi AlannaA

I'm really sorry for the delay.

This is the latest update from Openreach - The job is awaiting to be scheduled and allocated to an engineer. We are yet to receive a scheduled date. We will add a further update once we can see an Engineer has been allocated.

I will check on this again this afternoon for additional updates.

[AlannaA]

Please can you chase up Open Reach for a date an engineer will fix the fault? 

I need to be able to work from home. I'm considering changing to a different broadband provider, so that I can.

[AlannaA]

I haven't heard anything yet! It feels like a never-ending situation...

[Chris-TalkTalk]

Hi Alanna, 

No updates yet, have you heard anything?

Chris

[AlannaA]

Thanks Chris. 

Yes please check for another update.

[Chris-TalkTalk]

Hi Alanna,

This is the latest update - Job is scheduled for 07 Nov-22. Please note - This is the current schedule for the task. It is not guaranteed and could be subject to change. The delay has been identified due to heavy workstack in the area. Our team are working to ensure engineer allocation as soon as possible.

I'm sorry that it keeps being pushed back, I'll check again later to see if there are any further updates

Chris

[AlannaA]

Thank Chris,

Yes please check again.

[Chris-TalkTalk]

Hi AlannaA,

This is the latest update - Job is scheduled for 04 Nov-22. Please note - This is the current schedule for the task. It is not guaranteed and could be subject to change. The delay has been identified due to heavy workstack in the area. Our team are working to ensure engineer allocation as soon as possible.

I'll check again later

Chris

[AlannaA]

Thank you for that information!

[Gliwmaeden2]

After it's resolved, @AlannaA, compensation will be calculated. 

There's a grace period of two working days for a company to sort faults, so anything you receive would be calculated from today going forward. 

A detailed explanation is given here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

It tends to take a full billing cycle after resolution to show.