Internet and landline down since 16/07

[CMB27]

Internet and landline down since Tuesday 16/07. An engineer came the next day but could do anything and said he'll come back the following day. Saw absolutely no-one ad no information/update since.

Can you please tell us when it will be fixed as we need both of them urgently.

[Michelle-TalkTalk]

Morning,

I'm glad to hear that the fault has been resolved. I've included a Help Guide below which has more information on how our automatic compensation policy works. After a fault has been resolved then this is automatically reviewed and applied by our auto comp team.

About your auto compensation credit - TalkTalk Help & Support

Thanks

Michelle

[CMB27]

Good morning

Thanks for getting in touch with us and doing the line-tests to confirm that the landline and the internet (which was tested by the Open Reach engineer yesterday) are now both working.... after just over 2 weeks of being completely disconnected!

As loyal customers, we expect some sort of compensation and would like to know what you can offer.

[Michelle-TalkTalk]

Good morning,

The fault is now showing as resolved/closed. I've re-run the line tests now and they are both clear. Is your voice and broadband service now working ok?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. I've checked and the fault is still showing in progress, no additional update as yet. We'll check again this afternoon for another update from Openreach.

Thanks

Michelle

[CMB27]

Good morning 

Unfortunately we have still NO landline and Internet. They restored the damaged and network for most of the houses but yesterday but no success for our house.

I phoned from my mobile a talk talk agent last night and spent about 1h30 with her trying to do various tests but no luck!

I understand that she ordered a specialist engineer to come and fix the fault within 2-3 days! So, we are still waiting for the full restoration of our landline and Internet. It's now been more than 2 weeks! It's very inconvenient and frustrating.

Can you check when the job will be carried out and completed and get back to us, as we expect Talk talk Team to fix the issue for good and provide high quality customer service!

[Michelle-TalkTalk]

Morning,

Thank you for the update. How are you getting on since your last post?

Thanks

Michelle

[CMB27]

Good afternoon Michelle

Thank you for your last update (25/7).

Also wanted to inform you that a large team of Openreach Engineers came this morning (about 8:30 just as I was going to work) to repair the fault - a major one, as at least 5 houses have been deprived from landline and internet for the last 2 weeks due to a ducting and cables damaged! Hopefully they should be able to complete the job and restore everything by tonight. So wanted to make sure that you've this information in order to check from your side that everything works.

[Michelle-TalkTalk]

Morning,

I've just chatted with Openreach now and the latest update is that this is still with the dig team and engineers and we've been asked to check back on 01/08 for another update. We'll check back on this date and will post another update here.

Thanks

Michelle

[Chris-TalkTalk]

Hi Charles,

There have been no further updates yet, I'll check again later

Chris

[Michelle-TalkTalk]

Hi charles,

We will keep checking with Openreach for an update for you from here and we'll keep posting back here with the latest information.

Michelle

[CMB27]

Thanks for that update. What I now need to know is when the dig work is due to be done by Openreach and what service you can offer in the meantime. 

[Chris-TalkTalk]

Hi Charles,

Thanks for updating your profile. This is currently in hand with Openreach, they have investigated and it's been classified as Complex network solution. The fault ticket says that new ducting is required, I would think this will probably need dig work to complete.

Chris

[CMB27]

Profile updated as requested. Can you now fully investigate and fix the issue 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this.

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle