Extended Downtime - Openreach Feedback

[LostInSpaces]

My BB & phone have been down for 11 days. I raised the issue online on 18-Nov, the last update was 18-Nov "Openreach engineer will attend exchange". I've called, emailed and chatted online numerous times, TT can only tell me Openreach are dealing with it. I have tried to escalate via chat & email but TT give no indication of what the issue is or projected fix timescale.

I've hit a deadend. Is there anything I can do to push resolution?

(Coincidently I renewed my contract just as this happened, so am considering cancelling in the cooling off period, but not sure and other supplier would be any better....)

[Michelle-TalkTalk]

Hello,

I'm really sorry. The escalations manager is chasing this for me now.

Thanks

Michelle

[LostInSpaces]

No

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Have the team been in contact since your last post?

Thanks

Michelle

[ferguson]

Have a good weekend yourself.  🙂

[LostInSpaces]

It's nice that you're defending TT, for some reason.

The reality, however, is the physical issue was resolved a week ago. TT didn't have the capability to fully manage the fix process leaving me disconnected for a week longer than necessary.

The measure of a business' competence is not how they perform when everything is OK. Anyway, have a great weekend.

I'm going to click Ignore now, to avoid any more tedium.

[ferguson]

That really is irrelevant. There is clearly a network issue affecting your particular service. Not mine, nor millions of others. If you want to speculate otherwise then that's up to you. 

[LostInSpaces]

Aaaaaah, now it all makes sense....

https://totaltele.com/talktalk-narrowly-avoids-collapse-with-400m-cash-injection/

[LostInSpaces]

I spoke to an Openreach engineer today who told me the physical issue was actually fixed a week ago, but TT had not communicated what lines had been affected (each line needs to be rerouted). I had this kind of dysfunctional nonsense from TT years ago and it seems they haven't addressed their business processes. Shell dealt with issues very professionally. TT seem to be stuck in the 90s.

[ferguson]

You don't think £9.76 a day is enough? That will be well over £100 by Monday and counting. I am not aware of any provider that operates differently. 

[LostInSpaces]

OK. Sounds like TT are pretty dreadful all round. I was shunted to TT when Shell stopped their BB service, so thankfully I'm still in the cooling off, 14 day period. Sounds like a lucky escape.

[ferguson]

You will not be compensated for any additional expenses you may incur pending resolution of your connection issue. 

[LostInSpaces]

Thanks, but this is a generic answer. I am looking for a specific answer, which A Another customer can not provide. (Ofcom auto compo is a known)

TT may not be back until Monday, however they had 9 hours to respond today and could not.

[Gliwmaeden2]

@LostInSpaces, yes, the issue would be the same with any ISP using Openreach. 

Staff will not be back before Monday. Once the issue is resolved, you should hear back within 30 days re automatic compensation:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

This is at a generous level per day and is designed to cover the extra expenses people may incur. See details of Talktalk's liabilities in the Ts&Cs that are linked at the foot of the page. 

[LostInSpaces]

It has now been 9 hours and there has been no contact from TalkTalk. 

"Because of the extended downtime, I have had to purchase a 4G external antenna, 4G router and a PAYG data sim. I need you to compensate me for these expenses. "

[LostInSpaces]

Because of the extended downtime, I have had to purchase a 4G external antenna, 4G router and a PAYG data sim. I need you to compensate me for these expenses. I also need you to clarify that you will pay me OFCOM compensation for the downtime since 20-Nov (2 days after I reported the issue) - as of today, this is 9 days' compensation. 

[Michelle-TalkTalk]

Hello,

Thank you. I've escalated this now and will post back as soon as we have an update. I've been advised that the team will also try and contact you directly.

Thanks

Michelle

[LostInSpaces]

Yes, in 2023. But I renewed with TT last week. You know that, you have my account number.

[Michelle-TalkTalk]

Hello,

Can I just check, did you transfer over from Shell?

Thanks

Michelle

[LostInSpaces]

Profile now updated with a/c number, name and phone

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and we can look into this for you.

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle