on 28-10-2021 07:49 AM
Last Saturday (23/102021) a BT engineer was working outside our house fixing our neighbours phone line. In the process he disconnected our phone and internet. I contacted Talktalk who said an engineer would come out within 2-3 working days. This has not happened. So I spent an hour on the phone to talktalk yesterday mainly going round in circles but was eventually promised another engineer in a vague 2/3 days time.
I have no faith that this will actually happen. How can I check that this is actually being looked into and how long should I expect to wait for an engineer? Given that I was disconnected (accidentally) by an engineer in the first place, shouldn’t this be prioritised?
I'm really sorry about this. When we raised the fault Openreach assigned this to the open outage they were working to resolve.
We did advise in regards to the engineer working outside the house but they advised it would be linked to the fault.
Thankfully an engineer turned up yesterday. The fault was the very same Joint AreaCable (Underground) that I mentioned in my first communication with Talktalk over 5 weeks ago!
The engineer was very surprised that I had to wait this long to get it looked at!!!
Whilst I fully appreciate the help and advise given to me on this forum, I have to admit that this is the worst example of customer service that I have ever received, especially in terms of communication.
Whether this was down to Talktalk , BT Openreach or a combination of both I shall probably never know!
on 26-11-2021 04:59 PM
So sorry to see that this still hasn't been fixed. 😕
Grit your teeth and console yourself with the thought that the compensation due will cover the cost of your service for many months to come.
on 26-11-2021 09:39 AM
This is the latest update from Openreach today
There will be a multi skilled engineer who will work externally first, if he requires any internal work he will directly contact customer to gain access. This fault is still also linked to a major outage.
on 22-11-2021 08:17 AM
When automatic compensation eventually comes in, @terryo68, it will be paid into your My Account, not your bank account.
You can then choose to use it to pay future bills till it's used up, or move some or all of it to your bank account - the simplest, and most efficient way to do that is via the Direct Debit banking details in My Account.
Even though it takes quite a while (& there are ongoing delays) for compensation to materialise, you are still expected to pay bills.
Simply not paying can result in late payment fees etc and you don't want to get into a spiral of dispute and debt.
on 22-11-2021 08:00 AM
@terryo68 TT will not refund your monthly payments for the time without service.
You will get the automatic compensation amount for all days without service once the fault is fixed and the actual number of days is known.
The billing system does not know you have a problem so cancelling your DD will likely result in emails requesting immediate payment and possibly fees further down the line.
on 22-11-2021 07:45 AM
Talktalk are still charging me and due to take my monthly direct debit despite having no phone or internet for over 4 weeks! Should I cancel my direct debit or can you refund for this period? I assume that this is separate from the compensation of £8 per day
on 19-11-2021 02:31 PM
Openreach will only issue the expected date of resolution. We would not be able to chase them until the date arrives if they exceed their issued date.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 19-11-2021 01:50 PM
Hi, As it’s now getting closer to the expected Resolution date of 26/11/2021, I was wondering if you could contact BT and ask them what they have done so far to investigate the problem and what they will actually be doing in the next week to work towards this date. Just to remind you that it has been nearly 4 weeks since one of their engineers disconnected me.
So far I have not seen any engineers anywhere my property investigating anything!,
I would also like to ask at what point they consider my disconnection long enough to feel the need to prioritise it?
on 09-11-2021 01:22 PM
on 09-11-2021 01:17 PM
Hi, I was wondering if you have any updates.
My temporary 4G WiFi is helping but it’s not great.
I haven’t yet seen anyone look at the ground box outside my house or at any of the nearby boxes.
all of my neighbours phones and WiFi are working fine, so it’s still just me!!
on 03-11-2021 10:33 AM
I have taken your advice Ferguson. I have gone with Vodafone who have a 4G WiFi router on a rolling monthly contract. It should be coming today!!
Many thanks for your suggestion 😀👍
on 02-11-2021 12:09 PM
Well, that is what the compensation is intended to cover. It may not do everything you normally need, but 3 for example have a 4G mobile hotspot device available at £29 upfront on a one month contract at £27. Plenty left over in the compensation fund after that! 🙂