No internet since 2/8

[Captaincooke]

My internet went down on 2/8, since then have only received basic info. from TalkTalk. Openreach problem confirmed. Engineer on way to resolve problem 7/8. No further updates either on account or from TalkTalk. 
Raised as a complaint, promised two calls from Complaints team, non received. Still without any internet now up to 21 days.

Anyone to advise on how I move this situation forward.

[Chris-TalkTalk]

no problem 🙂

[Captaincooke]

Will do, thank you

[Chris-TalkTalk]

OK, could you bump the thread when you're back and we'll take it from there

Chris

[Captaincooke]

Please don’t arrange for an engineer, I am out of the country from tomorrow.

Will be back from 9/9/2024

[Chris-TalkTalk]

OK thanks. I'll pass this back to Openreach for further investigation

Chris

[Captaincooke]

Hi Chris the landline is totally dead, tried unplugging and plugging into both line and power cable, still not working.

[Chris-TalkTalk]

Glad to hear that your Internet connection is working. Is the telephone line completely dead?

Please also see - About your auto compensation credit - TalkTalk Help & Support

Chris

[Captaincooke]

Internet up and running thank you, landline still not working. 
How do I go about starting a claim for loss of service for 27 days 

[Chris-TalkTalk]

Hi Captaincooke,

The fault is now showing cleared, is everything OK at your end?

Chris

[Debbie-TalkTalk]

Hi @Captaincooke 

I'm really sorry to hear this.

I can see that this fault is part of a major service outage and Openreach have provided the below update:

Openreach and team are already working on this fault and have provided a target fix date of 29-08-2024.

We will continue to monitor for additional updates.

Thanks

[Captaincooke]

Thank you for your response, I’m aware  of compensation, but at moment want broadband restored, or at least someone to respond to my concern/complaint.

[Gliwmaeden2]

Automatic compensation takes c 30 days to appear AFTER resolution, @Captaincooke.

Staff will respond after the weekend, Monday/Tuesday,  as some take the Bank Holiday. 

[Captaincooke]

Thanks for the info. Done as asked, still no reply. 23 days now without internet. Promised a call on Thursday, to respond to my complaint and once again it didn’t materialise. Chatted and all I got was aware of your situation we are responding as soon as Open reach fix the issue. 
£190.00 to come out of TalkTalk, which I don’t have. Can you advise further. 

[KeithFrench]

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

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

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.