York Outage?

[Googlyamnesiac1]

My connection in yo32 (Huntington) has been off since 3pm. is there a known outage? Is there a number I can call? I've been on live chat over an hour and have had no response so not exactly helpful. 

[Archer2]

are you sorted now Buddy ? 

[Michelle-TalkTalk]

Hi,

Ok, are you using an eero or a TalkTalk router? Would it be possible to remove the router and connect directly at the ONT and run another speed test to see how they compare?

Thanks

[Googlyamnesiac1]

How do I know what speeds I am getting to the ONT? All I know is that on all speed tests using hard wired ethernet I used to get 900mb speeds but now I rarely see over 300mb but i'm paying for 1GB. Worth noting that this has been like this before the outage so it's not related, but whilst I have you I wanted to ask.

[Michelle-TalkTalk]

Morning,

I'm glad to hear that the outage has now been resolved and the service has been restored. My colleague has advised that it can take up to 30 days for auto compensation for a fault to be applied. He has advised that if you haven't heard back at the end of this time then to post in the Billing Section and he will take a look. In regards to the speed, do you know what speeds you are receiving to the ONT?

Thanks

[Googlyamnesiac1]

Yes - as of today this is now working (although it's only at 300-400mb not 1gb). There were 7 days in total where the connection was not available. Can you confirm how/when they will credit me with £42 compensation? (i.e. 5 x £8.40).

[Michelle-TalkTalk]

Hello,

Can I just confirm, is this now working?

Thanks

[Archer2]

For everyone's Information Talk Talk cant really do anything if your service is out a third party engineer will contact you to book in a visit but it seems that they are quite busy as i have been waiting since Friday and still not even received a call. City Fibre seem to be the ones who own the physical fibre network and their service contractor is Kelly's. 

[Archer2]

when you log into your account online click My Network as shown above 

This appears and after a few minutes the below should appear 

hope that helps Buddy 

[Archer2]

This is an update from the chat i eventually got through to a UFO adviser, although not that good news 

[Archer2]

I rang this number 0800 230 0272 waited for 18 minutes then was cut off after someone actually answered, you can imagine my frustration 

[Googlyamnesiac1]

I don't think I even have a fault logged - can you link me to where you see that??

[Archer2]

Interesting this is now the fault tracker mmmmmmmmmmmmmmm why has my fault been fixed then reopened, maybe some ones KPI's are effected or even trying to get out paying the compensation ?

[Archer2]

Hi this is getting ridiculous now isnt it, have you managed to get any where phoning i just keep getting cut after about 40mins ?

[Michelle-TalkTalk]

Morning,

I'm really sorry. I've just contacted the team who have advised that the outage is still being worked on to resolve. I've asked them to let me know as soon as possible if they receive an estimated resolution date so I can post it here. I've also asked my Billing colleague if they can answer your compensation question.

Thanks

[Googlyamnesiac1]

It has been a week today and still no service.

[Gliwmaeden2]

I can't see any of your posts in the moderated area, @Noupdate, so I have no idea what became of it.

But this is @Googlyamnesiac1's thread. If you keep posting, you may delay it reaching staff after the weekend. There's usually quite a queue for attention. 

Googlyamnesiac1, staff will be able to let you know what the policy is - sounds very odd that the outage might not qualify for compensation, so this really does need checking. 

[Noupdate]

Needed to get the 8.40 per day compensation that they are trying to lie their way out of.

[Noupdate]

Hi TT I have copied this thread in case you want to delete any more of my messages. You have irritated me, not a good idea.

[Noupdate]

Make sure everyone you know, that has this loss of service has logged it with TT.

[Noupdate]

please make sure that the archive logs of this are kept for when I make a complaint to OFCOM