Yesterday, for about the tenth time in the last few years, my landline ceased to work. I could not make or receive calls. The last time an engineer spoke to me was in June, the month of the previous fault, and he said that the wiring here was 70 years old and shot. We are waiting for the new digital system. I tried to report the fault using the customer services number but it was inevitably busy. Then I remembered that I could report the fault on the TalkTalk website. I did this and then received a WhatsApp message that outlined the Openreach process to correct it. It is also possible to use the Fault Tracker to check progress. The initial step is a diagnosis of the fault done remotely. This happened at lunchtime today and to my surprise and pleasure, the phone now worked properly without the need for an engineer to investigate one of the boxes in the street. I assume that the fault was therefore at the exchange. My advice is not to report faults initially by phoning customer services but to follow the procedure outlined above. So I am a happy TalkTalk customer.
Pal353
