How do I report a fault on my parents landline

[trickywitch]

My parents landline is down. The telegraph line has blown down in a storm. I just tried calling Report a Fault but it is closed. They do not use mobiles, broadband or email and are reliant on their landline. They are elderly and vulnerable. I am getting nowhere with the chat bot or online chat, who say I need to be at my parents address! Help!!

[Michelle-TalkTalk]

Good afternoon,

Can I just check that my colleague has been in contact please?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

My colleague in our Faults Escalation Team is managing this fault now and is monitoring it for updates. It has also been raised as a priority fault to resolve as soon as possible.

Thanks

Michelle

[Trickywitch1]

Please note that the line fault is due to storm damage and is not chargeable. We just want to know when OpenReach are booked to repair the dangling wires. 

[Michelle-TalkTalk]

Morning,

I've raised your parents fault to our Escalation Team and I will post back here as soon as I receive an update.

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

As this engineer visit was booked in error then any potential charges will be cleared. I'm just looking into the fault for you parents now. Can you also add an alternative contact number for your parents in the Privates notes too please.

Thanks

Michelle

[Trickywitch1]

I'm getting text messages from Open Reach saying the engineer is on their way to my postcode. I'm concerned I'm going to be charged for this even though I never requested an engineer to my house! I am also concerned you will be sending an engineer to my parents house and charging them. An engineer is NOT needed. What IS needed is that OpenReach need to refix the telephone wires which are dangling between my parents house and a neighbours house. The landlines of both of these houses are not working. 

[Michelle-TalkTalk]

Hi again,

Do you have an alternative contact number for your parents too for the team to make contact? Could you add this to the Private Notes section too?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

UPDATE

I can see the info in your Privates Notes now. Leave this with me and I will escalate it over now.

Thanks

Michelle

[Michelle-TalkTalk]

Hi,

I'm just sending you a private message now.

Thanks

Michelle

[Trickywitch1]

I thought I'd already added my parents details to the Private Notes. Can we just leave it now please. This is getting too confusing and I've had enough. I just hope one of my parents neighbours have had more success than I have at getting Open Reach out to fix the wires dangling from the telegraph pole. I give up!

[Michelle-TalkTalk]

Morning,

Apologies for the confusion, please can you add your parents name, home telephone number and an alternative contact number to your Community Profile ASAP and I will escalate this straight away. Please post back here to confirm once these details have been added.

Thanks

Michelle

[ferguson]

OK, clearly crossed wires and details somewhere, you can only wait now until the support team are back online tomorrow. 

[Trickywitch1]

No I haven't arranged anything except through the chat on here. I've repeatedly said the issue was with my parents landline not mine. 

[ferguson]

OK, was this arranged separately from the discussion here? It's a bit late to cancel now, see here under Missed Appointments:

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

[Trickywitch1]

Really? Ok I'll check. In the meantime I've had a text from Open Reach confirming they will send an engineer out on 17th December. Unfortunately it's to my house not my parents! I have no issues with my phone line. The fault is at my parents ending 4DT! Honestly, you couldn't make this up! Please cancel the engineer to my postcode and re-book for my parents!

[ferguson]

As shown above? Did you click on Save Changes at the bottom? You appear to have set up two separate usernames, maybe that is the problem? 

[Trickywitch1]

I was told to post my parents details on private notes on my community profile

[ferguson]

@Trickywitch1 

The Private notes section is towards the bottom of the profile page:

.

[Michelle-TalkTalk]

Hello,

The only details I can see are the one in your Community Profile. I can't see any private notes? Please do not post any personal information on the Community.

Thanks

Michelle

[Trickywitch1]

Thank you. You're aware that the fault isn't on my line but my parents? Their details are in my Private Notes.