Over a week of no internet

[dustjunky]

Our internet went off on October 31st (along with a few other houses on our street who use a mix of ISPs).  TT rasied a case on OpenReach and they said that on Nov 3rd they had fixed it (which they had not asmy TT router was stil flashing amber/white).  TalkTalk then said that to be able to escalate it back to Openreach they needed to send a TT engineer to my house and they came today (Nov 8th).  As expected, the engineer tried a new router and it made no difference.  After the engineer visited I got a text from TT saying I had to do some further tests in my home.  I called TT and had to do all of the questions and router/modem resets again before Openreach could book an appointment to have an engineer come out tomorrow.

I have a bad feeling that the Openreach engineer is just going to throw it back at TT and I am just stuck between the two of them with no internet.  I have had to purchase a 4G router and pre-loaded data SIM to be able to allow myself and my wife to continue to work from home and have spent hours on the phone with TT.  If anyone from TT can do anything to look into this issue and ensure that Openreach understand that this is definitely their problem, as multiple houses are offline, it would be very much appreciated.

[dustjunky]

Any idea if they will be calling today or over the weekend?

[Debbie-TalkTalk]

Hi dustjunky

Thanks for confirming your details.

I have raised the complaint and escalated this, requesting that you are contacted ASAP on your mobile number.

I have added full notes to advise on what has happened with this fault.

[Debbie-TalkTalk]

Hi dustjunky

I will escalate this. I'm just sending you a Private Message to confirm some further details.

Thanks

[dustjunky]

If you could please escalate this, that would be great.  Thank you.

Any contact will need to be via my mobile number, as I do not use my landline.

[Debbie-TalkTalk]

Hi dustjunky

I have spoken to Openreach and they have closed the fault ticket, I'm really sorry about this.

Have you raised a complaint? Would you like me to escalate this into our CEO team?

[dustjunky]

With 50 houses offline, you would imagine this would be a priority for them, but I also don't hold out much hope given the last time they came to fix it, they didn't.

[Debbie-TalkTalk]

HI dustjunky

I'm really sorry to hear this.

If the line test comes back as clear - No faults detected, then we have no option but to book a visit to the property, this is decided by Openreach but is not to say that there isn't a fault (just one hasn't been detected on the line tests)

The engineer today should still escalate this back to Openreach so a date can be arranged for when the work can be completed.

[dustjunky]

I just saw an Openreach van near the PCP on my street, so I went to have a chat.

He is the engineer assigned to my job and he confirmed that the issue has nothing to do with my house or equipment and there is no need for him as a home engineer to be assigned a job to fix it, as the issue can only be fixed by an Openreach NGA Engineer.  50 houses are offline due to this fault and have been since October 31st.  There is no spare capacity on the cabinet for them to move our lines to a working DSLAM and so we need to wait for an NGA engineer to replace the faulty part in PCP 19.  This is the same fault that has existed since October 31st and that openreach thought they had fixed on the following Friday (which they had not).

All of the engineer visits to my home, troubleshooting of equipment and tests have been pointless.  It's been Openreach since the start and I explained this every time I called TalkTalk, but i still had to go through the rigmarole.  I also noticed that TalkTalk have separated my issue into 2 faults, which I assume will affect auto compensation.  I will continue to document all of the expenses and time I have spent on this issue and will be raising an issue with the TalkTalk CEO office to discuss appropriate compensation.

The Openreach engineer was unable to give me a timescale for the fix as he works for a different part of Openreach. 

[dustjunky]

Well isn't that generous of them!  So I assume they are saying that my time is a lot less valuable than theirs?  Thanks for sharing

[Gliwmaeden2]

Sadly not so generous, @dustjunky!

 

[Debbie-TalkTalk]

Hi dustjunky

I've spoken to Openreach and they have advised that the fault is with the engineer.

They have asked me to keep monitoring the fault ticket for updates sorry.

About your auto compensation credit - TalkTalk Help & Support

[dustjunky]

Still no sign of Openreach.  One hour to go...

I assume if it's two no shows, that will be £75 for each of them in my favour?  That's what I would be charged if I wasn't available when I said I would be.

[Debbie-TalkTalk]

Hi dustjunky

I will keep monitoring for updates.

Thanks

[dustjunky]

Thanks, that's good to hear.  No sign of an Openreach van at our PCP or house yet

[Debbie-TalkTalk]

Hi dustjunky

I can see that the fault was assigned to an engineer this morning, we are just waiting for additional updates.

Thanks

[Debbie-TalkTalk]

Hi dustjunky

Oh good. I was just about to reply and say that I can see the appointment booked in for tomorrow AM. I will check the fault ticket again tomorrow morning for updates from Openreach (following the visit)

Apologies again for the delays.

[dustjunky]

Confirmation text just came through

[Debbie-TalkTalk]

Hi dustjunky

Ok, I will check the ticket again to make sure the appointment is confirmed. I will post back shortly.

[dustjunky]

Yes, I chose tomorrow morning, but I haven't had a confirmation from Openreach yet that they received my request

[Debbie-TalkTalk]

Hi dustjunky

I'm really sorry about this.

Openreach have added the below notes to the fault ticket, did you reply to the text message to confirm the new appointment?

We are sorry that have missed your appointment due to unforeseen circumstances