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Phone Line dead but Broadband working

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28 REPLIES 28
Ant88ant
Team Player

Hi everyone,

 

Hoping someone can help with this - phone line is dead since yesterday but broadband is working.

 

Upgraded to fibre 6 days ago. Had phone line fault about a month ago, Engineer came, found a fault at 24m, replaced the 25m (ish) of phone line from the master socket.

 

I'm thinking this may be an issue at the cabinet connection perhaps, since that was the latest change that took place? 

 

Anyway we can do some line tests and see where the fault is? 

 

Thanks in advance. 

KeithFrench
Community Star

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Ant88ant
Team Player

Thanks for the quick reply! Much appreciated.

 

Best Wishes 

Community Team

Hi Ant88ant,

 

Sorry to hear you're experiencing problems with your service

 

Line test is showing a potential issue, a fault ticket has been raised so I'm chasing it up with our network team


Thanks
Chris

Ant88ant
Team Player

Ok thanks,

 

Best wishes,

Community Team
Ant88ant
Team Player

By any chance do you know where the detected fault is? Just curious - we have this one tree that the phone line passes through and it's always causing trouble in the neighbourhood, wondering if that's the culprit!

Community Team

Sorry, no the line test doesn't tell me where the fault is


Chris

Ant88ant
Team Player

Alright, no worries!

 

Best Wishes

Community Team

Hi Ant88ant,

 

We've had an update from our network team, they've raised this to BT Openreach as a non-appointed task, we should have an update within 72 hours 

 

Thanks

Chris

Ant88ant
Team Player

Ok thanks, what does non appointed task mean? 

Community Team

It just means that an engineer visit to your home hasn't been arranged. Openreach will investigate and maybe send an engineer to the exchange, check the line etc.

 

Chris

Ant88ant
Team Player

Ah ok, that's fine, thanks again,

 

Best wishes

Community Team
Ant88ant
Team Player

Hey,

 

I know the 72 hours isn't up yet but I thought I'd check if there's been an update since we might not hear anything from Openreach over the weekend?

 

Thanks,

brandyman
Super Duper Contributor

If you reported this on Wednesday and it has not been repaired by the end of two working days following the day on which it was reported you should now be getting £8 a day automatic compensation. 

 

You should not need to claim and it should appear in your account as a credit.

 

You should be getting this until the fault is repaired and it matters not whether it is Talktak or Openreaches fault.  The onus to pay automatic compensation lies with the ISP.

ferguson
Community Star

@Ant88ant You won't hear anything from TalkTalk until after the weekend either I'm afraid, the team here won't be back online until tomorrow.

 

 

ferguson
Community Star

@brandyman You are right that compensation will apply after close of play tomorrow, but just to clarify it will then be automatically paid with 30 days of the issue being resolved.

brandyman
Super Duper Contributor

@ferguson

 

@brandyman You are right that compensation will apply after close of play tomorrow, but just to clarify it will then be automatically paid with 30 days of the issue being resolved.

 

Why do you have a need to mis-quote people.  I did not say the above. I said the person should now be getting Automatic Compensation not after close of play tomorrow.

 

From Ofcom

 

"Compensation would be paid if the fault is not resolved by midnight two working days after the fault is reported by a customer"

 

So customer effectively reported fault last Wednesday so repair needs to be completed by 23.59 on Friday.  If loss of service not restored by this time then customer entitled to Automatic Compensation from Saturday and any subsequent days until loss of service restored.

 

It is interesting to note that Talktalk information on their website says that compensation will be on a case by case basis.  It is as if they have not bought into the Automatic Compensation scheme which they amongst others agreed with Ofcom.

Highlighted
ferguson
Community Star

@brandyman I didn't mean to misquoute you, I did point out that you were right, it was just that you seemed to be suggesting that automatic compensation would somehow be paid after two working days, note that Ofcom cite "two full working days." I was merely trying to clarify that compensation is not paid until after the issue is resolved, it can't be quantified until then. 

 

TalkTalk have signed up to this scheme, unlike some other providers. Why you felt the need to post this at this stage in an individual problem topic only you of course could explain.