11 days no land line

[hdyet5476]

Reported no landline service at my 82 year old mother's address 11 days ago (no service 3 days prior also but no option to report at that stage), apparently the engineer is still on their way ! Suggested date of fix is 4th of December, internet is never more than half the 'guaranteed' speed that is costing £40 per month. This is surely breaking some kind of law, getting money for services not being provided. If not for contract would be long gone. She is not great with using her mobile phone and has always used the house phone for contact most of her life, in an emergency would be jabbing away with who knows what repercussions. I'll say no more as TalkTak just rile me too much at this stage.

[Debbie-TalkTalk]

Hi hdyet5476

My colleague Colin has just let me know that he has made contact with you and will be providing you with updates on this fault through to resolution.

Thanks

Debbie

[Debbie-TalkTalk]

Hi hdyet5476

Thanks for your Private Message. I have sent this straight over to the team and requested that you are contacted as soon as possible.

Debbie

[Debbie-TalkTalk]

Hi hdyet5476

Apologies, I have now located the details on your other Community Profile.

Please can you send me a Private Message with an alternative contact number for our CEO team to contact you on?

Thanks

[Debbie-TalkTalk]

Hi hdyet5476,

I'm so so sorry to hear this. I will escalate this to our CEO team so they can make contact with you.

Please can you re add your details to your Community Profile as this has now disappeared.

[hdyet5476,]

Sorry, as you seem alright, but :

Hi   Have had an update that the issue has been 'resolved', YET:   We still have no landline Internet speed is still half that which is 'guaranteed'.   i.e. no change whatsoever. Throughout all this we have been trying to prepare for a 6 week inquest at the Old Bailey commencing 15/01/24 into the murder by a terrorist of my brother David and his 2 friends in Reading on 20th June 2020. My 82 year old mother likes to chat with her old friends now and again for support but can't on landline as per usual and having less contact with the other affected families. This truly appalling lack or pretence at anything approaching customer service is now beyond a joke and I will be seeking all means available to seek restitution for this. The extra stress generated at a time when the last 3.5 years of hell is coming to a conclusion is not welcome, I will wait the 2 month period required by the regulatory body to lodge complaints and will explore all legal means of redress. This is disgusting treatment at this stage.  

[hdyet5476,]

Sorry, as you seem alright, but :

Hi

Have had an update that the issue has been 'resolved', YET:

We still have no landline

Internet speed is still half that which is 'guaranteed'.

i.e. no change whatsoever. Throughout all this we have been trying to prepare for a 6 week inquest at the Old Bailey commencing 15/01/24 into the murder by a terrorist of my brother David and his 2 friends in Reading on 20th June 2020. My 82 year old mother likes to chat with her old friends now and again for support but can't on landline as per usual and having less contact with the other affected families. This truly appalling lack or pretence at anything approaching customer service is now beyond a joke and I will be seeking all means available to seek restitution for this. The extra stress generated at a time when the last 3.5 years of hell is coming to a conclusion is not welcome, I will wait the 2 month period required by the regulatory body to lodge complaints and will explore all legal means of redress. This is disgusting treatment at this stage.

[Debbie-TalkTalk]

Good morning hdyet5476

I've contacted Openreach this morning for an update on this fault and they have advised that the target fix date is now showing as 08-12-2023.

Apologies for the delays, this is still showing part of a major outage in your area. I will keep monitoring for updates.

Thanks

[Debbie-TalkTalk]

Hi hdyet5476

Thank you for updating your Community Profile 🙂

I have checked and Openreach do have this fault in hand. The fault is part of a major service outage affecting multiple customers. It appears that the cabinet has been damaged.

The target fix date is  01/12/2023. I will keep checking on this for further updates from Openreach.

Thanks again.

Debbie

[hdyet5476]

Hi

Thanks for replying, have added details as requested.  Debbie from the support team also replied and says she will look into it.

Thanks for showing an interest, just gets frustrating and have a 6 week inquest at the Old Bailey in January to prepare for and need to talk to many people daily about it.

Regards

[hdyet5476]

Hi

Thanks for replying, details added to profile.

Regards

[Debbie-TalkTalk]

Hi hdyet5476

I'm so sorry to hear this. Please can you add your name, your mums name and TalkTalk landline number to your Community Profile, I can then look at this for you.

Thanks

Debbie

[ferguson]

Sorry to read this. Put your mother's details including phone number in your community profile here, use the Private notes section for her name and address and one of the support team will get back to you as soon as they can when they are back online tomorrow.