Open Reach engineer appointment not booked

[Bertiebeans]

Hi,

I’m hoping there is someone at TalkTalk on here who can please help me. We had a TalkTalk engineer out yesterday to look at our broadband internet. He wasn’t able to fix the issue and said an Open Reach engineer needed to come out and that this appointment would happen ‘automatically.’ 

I was very frustrated when I checked my account later that day to see that my call had been closed as ‘resolved’ and no such appointment had been made! My internet is still not working! 

When I contacted the Support Team last night to try and arrange this appointment, they wouldn’t get off their script and kept trying to run me through all the checks AGAIN! Checks that have already been done twice, including by your engineer yesterday. 

I just need an Open Reach engineer appointment booked. Is there anyone who can help? I’m at my wits end with this.  Thanks! 

[Chris-TalkTalk]

Hi Bertiebeans,

I've sent you a PM requesting a little more information

Chris

[Bertiebeans]

Hi @Chris-TalkTalk I have added the account holder name in the private notes section for you now 

[Chris-TalkTalk]

Sorry but could you just confirm the name of  the account holder, could you add it to the private notes section of your community profile

Thanks

Chris

[Chris-TalkTalk]

No problem, I'll book the engineer now and get back to you with the details

Chris

[Bertiebeans]

@Chris-TalkTalk Thank you for confirming. If we can go ahead and book them in, that would be great. Thank you. 

[Chris-TalkTalk]

It will be an Openreach engineer visit to your home, but the engineer will check the line too

Chris

[Bertiebeans]

Thank you @Chris-TalkTalkfor getting back to me. I accept the Engineer charges and I am available AM on Monday, Tuesday, Thursday or Friday of next week. Earlier in the week will be better, ideally! 

Can I please confirm it will be an Open Reach engineer to check the line outside, as this is what yesterday’s engineer said was required. Thank you! 

[Chris-TalkTalk]

Hi Bertiebeans'

If you'd like me to book the Openreach engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[Divsec]

Hi @Bertiebeans your post has been escalated and you should hear during the day.