No Internet since Monday 11 Dec

[DVRider]

Hello,

My Internet (Fibre 35) went down on Mon. After numerous calls and requests for updates, including three hours  on the phone this morning with 8 different people, I have reached a dead end. I'm absolutely stuck. 

Who can I turn to if I've reached the banging-head-against wall stage?

Any help gratefully received.

Ian

[Chris-TalkTalk]

That's great news Ian, I'm sorry it's taken so long to resolve. Hope you have a great Christmas

Chris

[DVRider]

Openreach have finally resolved my issue and got me reconnected.

It's been a stressful week and a half trying to get this sorted, and I hope never to go through it again, but I'm just grateful to be back online before Christmas.  

Best wishes,

Ian  

[Chris-TalkTalk]

Sorry, nothing yet. I've asked our Network team for an update

Chris

[DVRider]

Any updates on when Openreach will be resolving this fault, please?

[DVRider]

It's now 10 DAYS since my broadband service went down.

No word regarding Openreach.

No help from 'Customer Relations' other than an email requesting my account details in reply to my email which contained my account details...

[Chris-TalkTalk]

I'm sorry its taking so long to resolve. I'll let you know as soon as I have an update

Chris

[DVRider]

Chris,

Thanks. FYI - I was informed by a manager in the Tech Dept on Fri that there appears to be a number of error codes that are preventing the issue getting through to Openreach. Essentially it is stuck. This person tried her best to get through to SMC who she said could clear the problem. At least that's my understanding of our conversation. 

I'm hoping very much that this can be resolved in the next day or two. 

[Chris-TalkTalk]

OK thanks. There doesn't appear to be any progress with the Openreach fault ticket so I'll ask our Network Team to take and look. I'll let you know when I have any more information 

Chris

[DVRider]

No dial tone. Flashing orange light on router.

[Chris-TalkTalk]

OK thanks. Is your telephone service not working either? Is there a dial tone?

Chris

[DVRider]

Chris,

I sent another email to 'concerns' at TT with the job and complaint reference this morning. I assume that's customer services'?

An acknowledgement received but nothing else so far. 

Thanks

[Chris-TalkTalk]

Hi DVRider,

I'm sorry this is taking so long to resolve. Could I just ask, have you spoken to customer service about this, this morning?

Chris

[DVRider]

7 Days and still nothing.

[DVRider]

Any updates?

It's been FIVE days without any service whatsoever.

Is Openreach actually aware of the problem? 

[Chris-TalkTalk]

There are no updates yet, I'll check again later. Apologies for any inconvenience

Chris

[DVRider]

Thanks Chris

It's now been a week, and I really do need to get this fixed before it goes into another week. Surely that won't happen?!

I just wish Openreach would get in touch directly to tell me what the problem is and what they're doing about it. 

In the past, issues have been sorted the same day, so this is extremely disappointing.

Ian

[Chris-TalkTalk]

Hi DVRider,

I'll check later to see if there are any updates. The issue has already been escalated as you have an open Complaint

Chris

[DVRider]

Hi Chris

Thank you for your reply. A similar fault ticket was raised on Mon after I originally reported my Internet was down. At one point yesterday it was showing as fixed on the fault tracker, when it clearly isn't. 

I'm assuming this is the same fault? Can you please tell me what I need to do or who I can contact to escalate this if the issue isn’t fixed? It's all becoming very stressful.

Thanks

[Chris-TalkTalk]

Hi DVRider,

A fault ticket was raised yesterday with Openreach, it's for a non-appointed task which means that Openreach will investigate over the next 72 hours (from yesterday afternoon) and may contact you directly if they need to access your home.

Chris

[DVRider]

Ps. I've received no contact from the Complaints Team either. 

Mind you, it's contact with an engineer who can fix things I would really welcome.