22 days and counting with no internet or phone connection

[Unimpressed20]

Hi Talk Talk

Follow up on another post.

We're up to 22 days now without service.

You promised me an update on Open Reach progress yesterday via the community chat - nothing received other than a holding email. I rang support yet again, to be told it was fixed, it isn't, on hold whilst a further update was sought then cut off, total call length 45mins. This is on top of the 4 hours I've already wasted calling support. I see you have finally updated the online status of the problem on 03/10 (after 2 weeks) to completed issue resolved - it isn't please revise.

A resolution date would be greatly appreciated but given how many I've been given so far I doubt it would have any credibility.

Can you advise how and where I can escalate this issue at TT as no one is taking any ownership or accountability for resolution? Can you provide the contact details for your CEO Susie Buckridge please. 

[Karl-TalkTalk]

Hi @Unimpressed20 

Openreach have unlinked this fault report from their outage as that has been cleared.

Can you advise if your connection has been restored ?

Thanks

Karl

[Karl-TalkTalk]

Hi

Sorry, just to add, that we would not issue a direct email address for  our CEO, but you can email concerns@talktalkplc.com or a complaint can be raised for you, however this would not in itself expedite the repair as the progress and timescales are in the hands of Openreach currently.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi @Unimpressed20 

I've checked the latest info with Openreach - They advised the initial fault was linked to an MSO - Major Service Affecting Outage - affecting a couple of customers in the area, an order has been raised to renew a fibre cable and they have given an SLA 0f the 10th, and have asked that we follow up with them for the next update on the 11th.

Thanks  

Karl. 

[Z&R13]

Hi there,

I totally understand what you’re going through as our internet was down for 2 weeks which caused a lot of stress and inconvenience and was just so frustrating because we weren’t getting any answers or resolution. There’s a lot of miscommunication as well as a lack of transparency with both TT and BT Openreach.

Try contacting TT through WhatsApp if you have it on this number +44 7488 865886 

that helped me to get things moving a bit quicker. Insist on making a formal complaint and hopefully you’ll be given a case manager who will also assist you in moving forward with compensation once the problem is sorted. Good luck 🤞🏼🙏