Loss of service to landline

[capers62]

Hi there,

I reported a fault on my landline, which is completely dead, on 6/3/24. My current package is Fibre 65.

Checking on My Connection via the website, the last update states the following:

An engineer is on the way to the exchange

Updated: 15:40 on 06/03/2025

There is an issue with the line providing your connection . An engineer is on their way.

They will not need to come into your home.

In general, is there a target timeline for resolving faults which no doubt can vary in their nature and complexity?

Do the engineers normally work at weekends or just during the week (Monday to Friday)?

Thanks,

Andy

[Karl-TalkTalk]

Hi

Glad to hear that the service has been restored.

Regards,

Karl. 

[capers62]

Hi Chris,

I can report that the service to my landline has now been restored and I received a call from the engineer (on my landline!) to confirm this fact. He said it was a problem between the exchange and the cabinet and a new cable was required.

Thanks,

Andy

[capers62]

Hi Chris,

There's been no change in the My Connection fault status since 6/3/25 but, as my earlier reply indicated, I was informed via the TT chat facility that an engineer was not dispatched to the exchange until 8/3/25.

It is early days I suppose but I do have a concern from a different thread on the forum as to whether the engineer has the correct skill set (as this varies so I understand) to deal with a 'copper wire' related issue. Will see what happens as the week progresses.

There is someone else in my area (served by the same exchange) who has the identical issue and it started at the same time too.

Kind regards,

Andy

[Chris-TalkTalk]

Hi Andy,

How are you getting on, has the issue been resolved now?

Chris

[capers62]

Hi Gliwmaeden2,

Thanks for the info.

I've been using the live chat facility with an agent and discovered an engineer has been dispatched today to investigate the fault. In reality, the "engineer on their way to the exchange" status seems to simply cover the general allocation of the job. There isn't a separate update to indicate when someone has been directly sent to the exchange to look into the issue.

In terms of being notified about any status updates, things are less clear cut. Notification via email and mobile phone were mentioned by the agent but as I haven't received anything so far it appears the standard method is to log into my TT account. However, notes were made by the operator for the engineer to contact me via email and text as well.

It's not so much an issue about a prompt repair (as I only reported it on 6/3/25), more the methods by which TT/Openreach will notify me about any updates. Looking at other threads, the same theme crops up from time to time. 

Kind regards,

Andy   

[Gliwmaeden2]

Check directly with Chat or speaking to support on 03451 720088, @capers62.

Updates via My Connection can be confusing and don't always clarify the situation helpfully. 

Staff will respond on here after the weekend.