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! 

[Debbie-TalkTalk]

Morning @Bertiebeans 

I'm so glad to hear this 🙂

Thanks for letting me know.

[Divsec]

Great news, well persevered 

[Bertiebeans]

Hi @Debbie-TalkTalk - engineer has been and we have internet! Huzzah! Thanks for all your help getting this sorted! 😄

[Debbie-TalkTalk]

Hi @Bertiebeans 

I can see that the fault has been assigned to the engineer this afternoon.

I will keep checking for further updates.

[Debbie-TalkTalk]

Hi @Bertiebeans 

I will keep checking on this fault tomorrow for updates from Openreach.

[Bertiebeans]

Thank you for checking - fingers crossed they come tomorrow! 

[Debbie-TalkTalk]

Hi @Bertiebeans 

No problem and I'm sorry the engineer didn't call yesterday to let you know.

You may not receive a message as it's a re appointed visit.

I have checked on this again and Openreach have sent a notification to us to confirm that they have accepted the amended appointment date and time.

[Bertiebeans]

You’re a star, @Debbie-TalkTalk thanks for booking that in. Will I receive a text message confirming this as it hasn’t come through yet? Thank you! 

[Debbie-TalkTalk]

Morning @Bertiebeans 

I'm really sorry for the delays.

Openreach have advised that the engineer ran out of time trying to resolve the fault externally.

I have booked the engineer visit for Wednesday 13/11 PM (1pm - 6pm) as requested.

[Bertiebeans]

@Michelle-TalkTalk @Debbie-TalkTalk @Chris-TalkTalk 

hi, waiting on an update please - engineer hasn’t arrived. Can a new OpenReach appointment please be scheduled for PM (1pm - 6pm) on Wednesday 13 November? Thank you! 

[Bertiebeans]

Hi @Debbie-TalkTalk - any update? Unfortunately there’s still no sign of the engineer, it’s now 3pm, I think it’s safe to say he’s not coming. *sob* 

Can we please arrange for another appointment for this week, if he’s not coming today? A PM (1pm - 6pm) appointment would now be preferable as I’ll have to get family members over to sit in the house - ideally Wednesday 13 November. Thank you. 

[Debbie-TalkTalk]

Hi @Bertiebeans 

The fault is still with the engineer. The engineer may be running late.

We will keep checking the fault ticket for additional updates.

[Bertiebeans]

Hi @Michelle-TalkTalk - unfortunately the OpenReach engineer failed to turn up for the appointment. Very frustrated, as you’d imagine - I had to take a day’s annual leave for this and still no internet.  What’s the next step? 

[Michelle-TalkTalk]

Hi @Bertiebeans 

How are you getting on?

Thanks

Michelle

[Chris-TalkTalk]

No problem 🙂

[Bertiebeans]

Thank you so much for sorting this @Chris-TalkTalk - fingers crossed the Open Reach engineer on Monday can finally resolve what’s going on with my broadband! 

[Chris-TalkTalk]

Sorry for the delay. I've booked the engineer for Monday as requested - November 11 2024, AM - please let us know how you get on

Chris

[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