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Fibre broadband not working more then week

Zbigniew1982
Popular Poster
Message 21 of 21

Good morning.

Our TT broadband is no longer working for over a week. I called TT and customer service told me they have a general problem with the whole system and they don't know when it will be fixed. I also have an open case in this case, but nothing changes, Just bgot automatic info that the engineer will be there within 2-3 days and he will repair it, but nothing is happening. I am not getting any info from TT, no updates on this or even that there is a problem.
This is outrageous, we have a child with autism and we have online therapy, but now I have to use the data on my phone to do this.
Why don't I have any information and can't reach customer service today. I have restarted the router dozens of times and the modem and broadband still does not work. TT knows there is a problem but doesn't know when it will be fixed. I am asking for some help because I am paying for a service I do not have. Please help. 

Zbig
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20 REPLIES 20

Message 1 of 21

Hi Zbigniew1982,,

 

There's still no update at the moment, could you bump the thread tomorrow and we'll check again

Chris

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Message 2 of 21

Hi Zbigniew1982,

 

I'm really sorry this is taking so long to resolve. There have been no further updates yet but I'll check again later and get back to you 


Chris

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Message 3 of 21
We have 21 of May and broadband still not working. Its now 29 days without service.
I also waiting for a call from a TT manager about my complaint, Iam on webchat almost everyday and everday Iam informed that manager will call me next day. Should call 17 of May but no one call then was told will call next day but no one call then awaitng for a call on Wednesday, Thursday, and also was promised in 100% that someone wil call me today but still no one call.
What a perfect customer approach.
I'm being lied that someone will call me about the complaint all week.
I think to make it more publicized, this approach to the client is outregous.
I am on an advanced care plan that gives me nothing.
I understand that it is openreach's fault, this lack of service, but why nobody contacts me about my complain.
I am in contact with ofcom and CISAS and according to their information, without appeal, I am entitled to compensation £ 8 for each day without internet from the second day of its inactivity. I count the days exactly and know exactly how much TalkTalk will have to pay me.
Zbig
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Message 4 of 21

Hi Zbigniew1982

 

Openreach have now advised that the estimated completion date is 21/05/21 and we should check for updates on 22/05.

 

Thanks

 

Debbie

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Message 5 of 21

Hi Zbigniew1982

 

We still haven't received an additional updates from Openreach so I have contacted them for further information.

 

I will post back on this thread once they provide an update.

 

Thanks

 

Debbie

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Message 6 of 21

Hi Zbigniew1982

 

Thanks for your reply.

 

This could be related to your fault as the last update advised engineer was working on the copper.

 

No additional updates have been provided as yet but I will continue to monitor.

 

Thanks

 

Debbie

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Message 7 of 21

Good morning. Today on  Wood Street there is about 2 or 3 openreach buses just 2 minutes walk from my house and one highway maintenance bus and again tent above switchboard. Some openreach guys are opening hatches in the sidewalks and they will probably be laying new cables couse seen plenty of them. 

 

Zbig
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Message 8 of 21

Hi Zbigniew1982

 

I'm really sorry but they haven't provided any additional information on fault location.

 

I will check on this again this morning.

 

Thanks

 

Debbie

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Message 9 of 21

Do You know where in which area the problem is?

Where is the problem with the switchboard unit on the street?

I noticed one switchboard unit just 2 minutes from our house is under repair from more then 2 weeks. Its on Wood Street, MIddleton, M24.

 

Zbig
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Message 10 of 21

Hi Zbigniew1982

 

Openreach have advised that engineer work is still continuing. 

 

I will check on this again tomorrow morning.

 

Thanks

 

Debbie

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Message 11 of 21

Hello.

Any updates?

We have today 11 / 05 and broadband still not working....

Zbig
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Message 12 of 21

Hi Zbigniew1982

 

Openreach have advised that no further updates are available at the moment, apologies for this.

 

They have asked us to check for additional updates on 11/05.

 

I will check for updates on this date and post back on this thread.

 

Thanks

 

Debbie

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Message 13 of 21

Hi Zbigniew1982

 

I understand and I'm sorry that this fault has been ongoing.

 

In regards to compensation, once the fault has been resolved then this will be looked into About your auto compensation credit

 

I will post back on this thread as soon as I receive further updates from Openreach. If you would prefer to discuss cancelling your service then you would need to contact our Loyalty Team by phone to arrange this.

 

Thanks

 

Debbie

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Message 14 of 21

Thanks for reply.

This answer I got few times from TT and first time was about 10 days ago.

Had few promises but nothing change.

Can I just cancel contract without obligation?

Even no one from TT mentoined me about compensation, I mentoined about everthing even that I have to pay for mobile data now becouse we need broadband for educational puproses.

TT not respecting own rules, I pay so I expect.

Its to long ,please understand my situation.

I can quicker even next day get new device for self installation.

Zbig
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Message 15 of 21

Hi Zbigniew1982

 

Thanks for updating your Community Profile 🙂

 

I can see that this fault is with Openreach. I have requested an update on this fault and I will post back on this thread as soon as I receive further information from Openreach.

 

Thanks

 

Debbie

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Message 16 of 21

Sorry, done this properly now, didnt see the next button.

Zbig

Message 17 of 21

Hi Zbigniew1982

 

There are no details showing in your Community Profile, did you click the save changes button?

 

 

Message 18 of 21

Hello.

Profile update with details requested.

Its now more then 2 weeks when we are without broadband.

I called twice and and I wrote in chat a couple of times. Recently, in a recent chat, I was reassured in 100%  that the problem would be fixed next day as I am the father of an autistic son and we need online therapy with NHS specialists that I have been marked as vulnerbale customer but nothing has changed. And it was supposed to be repaired on Tuesday, May 4 at the latest.

Also during the last phone call I was also assured that the problem will be fixed by the openreach engineer at the latest today but we still don't have internet and I restart the router and modem every day with hope it will finally work.
I have an open case on my account and no answer, its just a message that the problem should be fixed within 2-3 days and its there that message for over 10 days now.
I also wrote an concern email to talktalk and no reply.
Next week we have another zoom therapy with a psychologist and we do not have internet, for two weeks I have to use the internet from my mobile as a hot spot and this involves additional costs, also my daughter needs internet to do her homework at school.
I don't know what to do anymore, I'm desperate.
I can't believe it will be fixed quickly because I've been lied to a couple of times already. The problem is detected and it is known that it is not at my home, but somewhere in the switching station.
In the event of such a long lack of service for which I am paying, do I have the right to resign from the contract without obligation?
Please do not write to me that it will be investigated now and I have to wait another few days, because it has already been told and written to me few times.

Sorry for the long post, I am writing what it looks like and I'm not vulgar but broken.

I am asking for immediate help.

Thank You.

Zbig
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Debbie-TalkTalk
Support Team
Message 19 of 21

Hi Zbigniew1982

 

I'm really sorry to hear this.

 

Can you please update your community profile to include your:

  • Name
  • Telephone 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

 

Debbie

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Gliwmaeden2
Community Star
Message 20 of 21

Chat is open every day, @Zbigniew1982.

 

It shows a blue background banner when available on this page:

 

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

 

Phone help should be available on 03451 720046.

 

For forum staff to help, please add your Talktalk landline number to your community forum profile details so that they can identify your account. 

 

Go via your avatar/name; settings; Profile Wizard. 

 

Forum staff will be back from Tuesday onwards. 

 

The helplines and Chat should be open today. 

Gliwmaeden2, a fellow customer.
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