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No internet for 10 days. Can anyone help?

Turboman
Popular Poster
Message 29 of 29

Hi talktalk community!

 

Internet went off, been waiting 10 days but nothing has happened.

 

I've reported the fault on website and it finds a fault and says an or engineer will fix but no-one came.  Then fault just disappeared after a few days.   Redid the line test and back in same situation.

 

Can anyone from talktalk help,. Check the progress of this fault.

 

Jason 

 

PS I have 2 children waiting not so patiently for an answer.

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28 REPLIES 28

Message 1 of 29

Hi Turboman

 

Thanks for confirming your details.

 

I have arranged an engineer visit for 16/09 PM (1pm - 6pm) to investigate the landline fault.

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

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Turboman
Popular Poster
Message 2 of 29

Hi again.

 

I accept potential charges. Availability is Tuesday all day.  Mon, Thurs and Fri after 1pm.

 

Jason.

 

PS I'm confused now. I have fibre connection but landline number goes to someone else.  

Message 3 of 29

Hi Turboman

 

Thanks for the PM. To investigate further we'll need to arrange an engineer visit, to do this can you confirm:


  • That you accept potential Engineers charges

  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

  •  

I've also sent you a PM to confirm some other details


Chris

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Message 4 of 29

Hi Turboman

 

Apologies for this.

 

Can you dial out? If you can then please can you dial 17070 from your landline and send me a Private Message confirming the telephone number read back to you?

 

Thanks

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Turboman
Popular Poster
Message 5 of 29

Hi Debbie

 

I spent 2 hours on live chat and got nowhere.  I have no connection.  If you phone my landline you will get another house up the road from me!  Openreach have messed up yet again.  There's no point checking my  line it isn't connected to my house.

Kason

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Message 6 of 29

Hi Turboman

 

I'm really sorry to hear this.

 

I've completed another line test which hasn't detected any faults but I can see that the line is not in sync.

 

Is the router switched on at the test socket at the moment?

 

Thanks

 

Debbie

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Gliwmaeden2
Community Star
Message 7 of 29

Phone help  on Saturday, @Turboman

 

03451 720046 or 03451 720088, 9am - 6pm.

 

Chat is available from 9am every day  from the blue button link on this page:

 

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

 

If not blue, Chat is unavailable. 

 

I'm afraid that staff on the forum won't be back before Monday. 

Gliwmaeden2, a fellow customer.
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Turboman
Popular Poster
Message 8 of 29

Hello again 

 

An update from my side.  Bt have been in area working.  Message received to say fixed.  Service center says no problems.  

 

Still no internet!

 

Scratching my head I thought, try phoning your own number and sure enough someone else answered.   I have the telephone number of that person.  Crossed line or something.   How do I get this sorted out?

 

Jason

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Message 9 of 29

Hi Turboman

 

We have now received the following update from Openreach:

 

Cablers, jointers and TM on site with civils team to cable and joint faulty 200pr cable.

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Message 10 of 29

Hi Turboman

 

Apologies for this.

 

I've checked for an update and it appears that the fault was assigned to be worked by an engineer yesterday.

 

I will check the fault ticket again this afternoon for additional updates.

 

Thanks

 

Debbie

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ferguson
Community Star
Message 11 of 29

OK, hopefully the support can check what’s happening when they are back online tomorrow. 

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Turboman
Popular Poster
Message 12 of 29

I haven't seen any signs of work being carried out.

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ferguson
Community Star
Message 13 of 29

Has there been any evidence of dig work in the vicinity? 

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Turboman
Popular Poster
Message 14 of 29

Another week gone by, 4 weeks now.   Any updates on the situation?

 

Jason

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Message 15 of 29

Hi Jason,

 

There was an update earlier saying that the dig work is scheduled for the 8th, apologies again for the length of time this is taking to resolve

 

Chris

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Gliwmaeden2
Community Star
Message 16 of 29

I'll re-escalate this thread for you,  @Turboman.

 

Edit: it's already kindly been done by Ferguson.  Just look out for a reply from TT staff. 

Gliwmaeden2, a fellow customer.
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Turboman
Popular Poster
Message 17 of 29

Hello again

 

I still have no service guys.  Any updates?  

 

Jason

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Message 18 of 29

Hi Turboman,

 

I can see that Gliwmaeden2 has explained auto compensation, I know the length of time this is taking to get resolved must be very frustrating and inconvenient.

 

Chris

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Gliwmaeden2
Community Star
Message 19 of 29

Once the problem is resolved, compensation will be automatic,  @Turboman. How it is calculated is explained here:

 

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

 

It will take at least 30 days to show after the service is restored, but usually works out as being more generous than a pro-rata rate etc, and takes some of the inconvenience caused into account.

Gliwmaeden2, a fellow customer.
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Turboman
Popular Poster
Message 20 of 29

Hi Chris

 

This is getting silly now, 3 weeks to fix a fault.   I am writing this on my neighbor's BT connection which is unaffected.  They could have layed miles of cable by now.   Who do I contact for a refund on this month as I've paid £33 for nothing so far. 

 

Jason 

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