I'm really sorry about this, I've passed on your comments to our CEO's Office, one of our complaint managers will contact you to discuss your complaint and hopefully offer a way forward, apologies again for any inconvenience
Thank you for your help Chris.
Please ask the CEO's Office to contact me via Emal NOT via Landline.
Landline dead again.
Broadband cutting out again.
If an Engineer is required then please make sure that they have contacted St Johns School for access to the openreach/bt cabinet.
LANDLINE IS STILL DOWN AND STILL HAVE PROBLEMS WITH BROADBAND.
PLEASE TEST THE LINE
I still have faults with my landline and broadband, landline is totally dead, broadband keeps cutting out..
On my latest bill I was charged £65 for a missed engineer appointment on 16/05/2019. This is incorrect because we were home and the engineer visited but he was unable to access the OpenReach/BT equipment because it is in the grounds of St Johns School and they would not let him access it during school hours.
I am also owed compensation of £25 for an engineer visit where the engineer failed to show up on 10/05/2019.
I am also owed compensation for the ongoing loss of home phone and broadband. It is clear that TT do not have a automatic system for compensation.
Please read ALL of the following:
I request an immediate refund of the £65, payment of the £25 and full calculations made as to the compensation I am owed due to not having a working landline or broadband connection.
Any further engineer visits need to be organised with St Johns School as that is where the equipment is and where the fault is.
I expect this to be dealt with satisfactorily with 7 days or I will be contacting OfCom.
I can see that your complaint has been assigned to a Complaint Manager in our CEO's Office, have they been in touch? The complaint manager will be able to assist with any issues you have with your service and any questions you have about refund/compensation etc
Could somebody carry out a line test to confirm that I have no working landline and inform the CEO office Complaints team/Cheryl Bigby CEO Case Manager TalkTalk for me.
Please ask the CEO Technical team to contact me via EMAIL not telephone.
The engineer has been unable to fix the fault as the openreach/BT equipment is located in St Johns School and they will not allow access during school hours.
I have explained the situation on numerous occasions to TalkTalk. TalkTalk need to contact Ealing Council to resolve this issue.
I now request that this situation is given you full attention. My next step will be to contact Ofcom.
I'm sorry to hear this.
Openreach would need to liaise with the school/council to arrange a time to visit. Did the engineer advise that they would be arranging this?
Our Network Team have advised that unfortunately it is not TalkTalk or BT’s responsibility to arrange access to a premises or speak to a council.
You would need to arrange this and let us know so that we can pass this on to Openreach to arrange the visit. Apologies for this.
The engineers notes advise that they were unable to gain access and spoke to the caretaker and this may also need a survey to be completed.
Thank you for the reply @OCE_Debbie , in this case I now request my TalkTalk contract is cancelled so that I may go to Virgin.
You cannot cancel your contract via the forums, you have to follow the process contained in the help article here: