Loss of landline services

[asdfg11]

I lost the landline service sometime around 12th July. I have no problems with full fibre internet and TV services, only the landline phone. I have reported the issue twice (fault ref Numbers: 3-1219692616894 & 4-1217604193486). On each occasion talktalk have arranged for an Openreach engineer to visit but the fault appears to be with an overhead copper wire running from a telegraph pole whilst the engineers have only been able to deal with fibre problems. Both engineers reported the issue back to Openreach and said I would receive a follow up visit. In neither case has this happened. Openreach cannot be contacted directly. How can I get an Openreach engineer who CAN deal with copper wire issues to visit my property?    

[Karl-TalkTalk]

Hi

not yet, I've checked and openreach have updated the fault this morning to indicate it has manually assigned the fault to an engineer.

I'll check again later.  If they do request appointment, do you want me to grab the first available slot?

Karl

[asdfg11]

Hi Karl, any news for me regarding a new Openreach appointment? 

[Karl-TalkTalk]

Hi

Openreach will not contact a customer directly. They passed the ticket back to us requesting the appointment but as this was not then actioned within 72hrs it closed.

If you give me a nudge tomorrow I can check the ticket and see if its in an appointment state, and then confirm this for you.

Thanks  

Karl. 

[asdfg11]

Thanks for that.

I doubt Openreach's story that the requests for follow up appointments were not passed back until 72 hours after their engineers' visits. Both engineers assured me that they would report the issue on the same day of their own visit. It'll be interesting to find out if Openreach might contact me in advance of any subsequent visits. The previous two engineers turned up completely unannounced.

Thanks again.     

[Karl-TalkTalk]

Hi

I've logged this out to Openreach.  The last fault report was passed back requesting an appointment to be made however as this was not done within 72hrs the fault report then auto cancelled.

They will probably request an appointment to be made again, so check back here in 24hrs for an update and we can check the fault report to see what they say.

Karl.

[asdfg11]

Community Profile now updated

[Karl-TalkTalk]

Hi

Can you please add your home phone number or Account number to your Community Profile. 

We will not attempt to call you, this is so we can locate your account and run tests on your line if you are reporting a fault.

We will then reply via this thread in our Community with any further advice or next steps.

If unsure of your phone number, and if your line is working simply dial 17070 from your land line phone and this will confirm the number for you.  Alternatively these details can be found within My Account online or may be on the heading of any paperwork you have received.

Please post back on this thread when this has been done.

Thanks

Karl.