No fibre broadband or phone since Friday

[underneonlights]

Since last Friday morning my router can no longer connect to the network and the landline is unable to reach a dial tone, and can receive a call but not connecting to it.

I used the support page on the website at the time, which generated a fault report and said an engineer from OpenReach would be sent to look at the fault. A WhatsApp chat with a Talktalk adviser that evening confirmed this to be the case.

I waited until Tuesday evening with no contact from OR and no further update on the ticket. A further discussion on web chat at that time revealed that the fault ticket was 'void' and so a refreshed request would be put through with urgent status. 24 hours from that and the line still has the same status and I haven't heard from anyone. 

Please can someone clarify that the matter is in OR's hands, and the timescale I can expect it to be resolved in? I'm anxious not to let this get too close to the weekend, to avoid Openreach's intervention rolling over to next week.

[Debbie-TalkTalk]

Hi underneonlights

I'm so glad to hear that the fault has been resolved.

I have checked and the FTTP order is still pending for 26/10.

[underneonlights]

I was very fortunate in that Openreach came out today (Sunday) to fix it. There's been no repeat several hours on so I hope the matter is solved now. One more thing though please Debbie - please can you check whether my pending FTTP installation, that caused the issue with the fault being rejected, is still scheduled for the end of this month? 

[Gliwmaeden2]

Let us know if this was sorted, @underneonlights.

Staff won't be back on here before Monday now. 

[underneonlights]

Hi again Debbie. I still haven't heard anything from the engineer and the line status hasn't changed. What are the prospects of anything being done today? 

[Debbie-TalkTalk]

Hi underneonlights

Ok thanks for confirming. The fault is still with the engineer so we will wait for updates.

[underneonlights]

I've had no contact from them at all.

[Debbie-TalkTalk]

Hi underneonlights

The fault is still with Openreach, there are no additional updates as yet.

Have Openreach made contact with you?

[Debbie-TalkTalk]

Hi underneonlights

No problem 🙂 Hopefully this will be fixed today.

Debbie

[underneonlights]

Thanks for keeping me updated. 

[Debbie-TalkTalk]

Hi underneonlights

The fault is now showing assigned to a line engineer so hopefully we should have an update later this afternoon.

Thanks

[Debbie-TalkTalk]

Morning underneonlights

This fault is still with Openreach. I will check again this afternoon for any additional updates.

Thanks

Debbie

[Debbie-TalkTalk]

Hi underneonlights

You're welcome and I will keep you updated.

Debbie

[underneonlights]

Thank you so much for sorting that Debbie.

[Debbie-TalkTalk]

Hi underneonlights

We've now managed to escalate this to Openreach and the fault report has been accepted without needing to cancel any orders.

I will keep you updated as soon as we receive an update from the Openreach line engineer.

Thanks

[Debbie-TalkTalk]

Hi underneonlights

Let me check with our order management team and I will post back shortly.

Thanks

[underneonlights]

If I cancel the FTTP order, what would happen then? 

[Debbie-TalkTalk]

Hi underneonlights

Openreach haven't accepted the fault report on the line due to the open order for FTTP.

I've checked with our Faults Team and they have advised that we will need to wait for this order to complete on 26/10. I'm really sorry about this.

[underneonlights]

That's correct, or rather one was offered to me and I accepted it. Installation due on 26th October.

[Debbie-TalkTalk]

Hi underneonlights

Thanks for confirming your details.

Just to confirm, you have recently placed an order for FTTP?

[Debbie-TalkTalk]

Hi underneonlights

I'm just sending you a Private Message to confirm some details.

Thanks