23 days Offline and counting.

[ShoreRam]

As mentioned elsewhere, I've now been without broadband since 07 Dec when a tree fell on our fibre line. The support has been poor to say the least - As far as I can see there is no proactive approach to my complaint (CMP-806747), I've spent tens of hours on WhatsApp, on the phone etc and we always seem to start from the beginning. It feels like no-one is fighting our corner with Openreach, I am constantly being apologised to and to be assure that it's a top priority but, clearly, it's not. Does anyone know how one actually gets TalkTalk to manage a complaint? 

Also, why do TalkTalk not offer a 4G router in these circumstances? A neighbour with a different provider was immediately sent on due to the outage, they were back online on 9th December.

[ShoreRam]

Thanks Chris - How are you getting on?

[Chris-TalkTalk]

I'm sorry this is taking so long. I'll check for an update tomorrow and let you know how I get on

Chris

[ShoreRam]

I wanted to share today's update:- "After double-checking with the engineers, they are still working on fixing your line connection. They will provide an update tomorrow, and on the 10th of January, Openreach will review your line connection"

and before I could respond:- "No worries, you will receive the engineers update through sms, email or call. No worries, I will make a note on your account and in our system to ensure that your line connection is prioritised"

This is truly hopeless.

[ShoreRam]

This goes back to the route of my problem "The issue is still in hand with Openreach" just isn't helpful, it's basically been the answer I've had for 3 weeks so, again - Who is escalating this with Openreach? What is the current status? I genuienly cannot believe the standard of 'support' I'm getting, it baffles me that TalkTalk feel no obligation to get me back online.

[Karl-TalkTalk]

Hi

The issue is still in hand with Openreach and as Michelle advised, we can check back with them after the holiday, to see if there is more information they can provide.

TalkTalk have never offered a 4g or mobile solution for a loss of service.

Thanks  

Karl. 

[ShoreRam]

"Openreach will have to go through a process to request permissions, complete a survey, make sure that they have all the correct equipment and cabling. They also need to check that it's safe for the engineers to complete the work, so check to see if any roads needs closing or cordoning off"

Great - So where are we in this process? Whose cage do I need to rattle? I discussed with the engineer on the 19th December that the road would not need to be closed, he undertook a survey so that's done as well. Let's work out how we reach resolution. Just waiting for an update isn't good enough.

"Unfortunately we don't have a 4G router that we can provide"

Why not? Homeowners using other providers had 4G routers sent to them on the 1st (working) day of the outage. Of course there cable was also fixed several weeks ago, but they're not with TalkTalk.

[Michelle-TalkTalk]

Hi,

I completely understand your frustration and we will continue to monitor here on the Community for you. If we asked for an update now we would be advised the same that Openreach are still working on the fault and the next update is due on 03/01. When the fault is external, and due to storm damage, etc, Openreach will have to go through a process to request permissions, complete a survey, make sure that they have all the correct equipment and cabling. They also need to check that it's safe for the engineers to complete the work, so check to see if any roads needs closing or cordoning off.

Unfortunately we don't have a 4G router that we can provide. I'll ask my colleague to check again on 02/01 to see if Openreach have provided anymore information back.

Thanks

Michelle

[ShoreRam]

This is, verbatim, the same response (with different dates of course) I've had for weeks. Again - Who is escalating this with Openreach? Who is proactively trying to get this resolved? Again, I'm telling TalkTalk there are no permissions outstanding, I have spoken to the landowner who has heard nothing, neither have the council.

I'll also ask again, why have TalkTalk not provided an alernative (4G modem/router)?

[Michelle-TalkTalk]

Hello,

Thank you. I can see that Openreach are working to restore the service as soon as possible and the latest update from Openreach are they are awaiting external permissions in relation to the cabling that needs renewing. They have advised that an update is due on 03/01 so we'll re-check here and let you know as soon as we receive an additional update back.

Michelle

[ShoreRam]

Good morning,

That's done - I've replaced my fibre number with the account number, you will also see the complaint reference in the text.

Thanks, Micheal

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this. Please can you also add your account number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

[ShoreRam]

Thanks @KeithFrench 

[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.