lose connection

[Michael1989]

Hello . 6 days ago my fiber broke. they are not fixing it for the next week, that's what they told me, is there a sufficient reason to terminate the contract with talktalk due to their fault without incurring additional costs on my part?

[Debbie-TalkTalk]

Hi Michael1989

I've spoken to Openreach this morning and they have advised that the planning target finish date is 24/01/2024 and the works target start date is 28/01/2024. Works target finish date is 28/01/2024.  However Openreach are endeavouring to complete this work earlier. 

Thanks

Debbie

[Debbie-TalkTalk]

Hi Michael1989

Openreach have advised that the engineers are still working on this fault and the next update is due on 12/01/24.

We will monitor for additional updates.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Michael1989

I will contact Openreach this morning for an update and I will post back here as soon as I have further information.

Thanks

Debbie

[Michael1989]

hello there, is there any new update?

[Michelle-TalkTalk]

Hello,

They have provided an update to advise that they are still working on resolving the cabling fault and the next update is due on the 09/01. We'll check back on this date and will update you then.

Thanks

Michelle

[Michelle-TalkTalk]

Hi again,

I've contacted Openreach directly for an update on this now and they have advised us to check back again at the end of the day as there is no further update as yet.

Michelle

[Michelle-TalkTalk]

Hi Michael,

I've re-checked for an update as the review date is for today but there is no additional update as yet. I'll re-check again this afternoon.

Thanks

Michelle

[Michelle-TalkTalk]

Afternoon Michael,

Apologies, it looks like more cabling work is required by Openreach to resolve this fault. We'll continue to monitor for updates for you.

Thanks

Michelle

[Michael1989]

why does it take so long. no one comes to fix it, two apartments have no internet and in the meantime the neighbor's cable was also broken

[Chris-TalkTalk]

Hi Michael,

There was a update about 20 minutes ago about pole reset, there is a further review date set for Friday. I'll check for an update then

Chris

[Chris-TalkTalk]

No problem

[Michael1989]

Thank you 

[Chris-TalkTalk]

OK thanks. This is still in hand with Openreach, a review date has been set for tomorrow so I'll check again tomorrow for further updates, apologies for the delay

Chris

[Michael1989]

I don't have landline, customer/contract number if it helps

[Chris-TalkTalk]

OK, could you add your TalkTalk landline telephone number to your community profile and we'll take a look at this for you

Chris

[Michael1989]

nothing has changed at all, I don't have any update,

[Chris-TalkTalk]

Hi Michael,

I'm sorry to hear that you're experiencing problems with your service, apologies for any inconvenience. Have you heard anything further since your last post?

Thanks

Chris

[Gliwmaeden2]

No - it's got to be unresolved for a month, @Michael1989, before they can consider waiving early termination fees.

Given that engineers are working on many weather related incidents on top of demand over the holidays to sort things out, it's not surprising if there's a delay.

You will be entitled to automatic compensation for the excess days with total loss of service, though.

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

Compensation is paid c 30 days after resolution of the fault.