My phone line is just absolutely terrible... again!

[CaptainNemo]

A few months ago I asked for you guys to check on my phone line as it was just awful... There seemed to be a fault and it improved... until now.

I wish I could send you a recording of the noise on the line.... buzzing, crackling and even a "dial tone" during a call 🙈

Please could you do whatever you did before as initially you said it was all OK but then when you looked into it a bit more there "seemed" to be something which required an engineer to do something either at the exchange or the cabinet outside.

Please can you fix it as it is driving us nuts.... what's weird is that the broadband seems unaffected through all of this?

TIA Steve

[mandisa1-TT]

I understand your frustration and again would like to apologize for the inconvenience caused. I opened a complaint with Openreach on your behalf, provided them with your details, I am assuming they will be in touch and rectify this. Thank you for confirming the fault was resolved.

[CaptainNemo]

I am certainly not having an issue with you guys and TalkTalk as it's really got nothing to do with you. The line was faulty and has now been fixed which is great. 

I only wish that the BT Openreach engineer had the courtesy to ring on and discuss what they were planning to do. Not only did they choose to go ahead and do whatever was the easiest but the wire they cut and stripped was left lying on the ground! They couldn't be bothered to take it away!

Maybe I will give them the benefit of the doubt and think they just had a really bad day... but someone is going to have to return and fix the mess - such a waste of time and resources.

Steve

[mandisa1-TT]

And as for the engineer, I can assure you we will deal with this action on your behalf. What we will do is, we will track the engineers with the help of tracking team and send an email to his manager regarding this issue. The engineer's manager will definitely take action on the engineer. 

[mandisa1-TT]

Hi There @CaptainNemo I have just followed up with Openreach if they have received the report and the report states the fault was fixed. I have reported to them you are not happy with the engineer's work, as you have contacted us reporting he or she left a mess. Openreach has advised we open a complaint, I have done so and provided them with your details in order for them to rectify this.

[mandisa1-TT]

We apologize for the inconvenience caused. However as the status of the engineer is still showing execution I have advised you to please review back tomorrow, when we have received engineer's report. I will then be able to try and book another engineer to fix the issue for you, however as previously advised I am unable to contact the Openreach engineer directly for you. As you have shown dissatisfaction I have sent you the complaints process via Private message.

[CaptainNemo]

I can only assume by your silence that you think this is right and proper for Openreach to come and do this?

[CaptainNemo]

So rather than put a new cable to the socket just inside my front door, the Openreach engineer decided to do this for all the world to see instead of replacing the whole cable!

I bet they wouldn’t do that on their own property!!!

I need them to come back ASAP and I have to show what they have done rather than private messaging which keeps it all nice and quiet.

This is just awful and sheer laziness!

 

[CaptainNemo]

That is NOT ACCEPTABLE. The engineer has left a mess and he/she needs to come back END OF.

What is the problem!!!!! 

[mandisa1-TT]

We sincerely apologize for the inconvenience caused to you, however I do not have direct contact with the engineer, hence I have consulted directly with Openreach and that is the update they have shared with me. I have sent you a private message.

[CaptainNemo]

NO NO NO, he has left an unacceptable mess outside my front door - I need him to sort it out NOW!

[mandisa1-TT]

I have tried to check with Openreach and it seem the engineer has not yet submitted the report, and the status is showing execution meaning he is currently working on the fault. He will update the notes once work is done so, please review back on 08/07/25 for the next update on this fault.

[CaptainNemo]

The phone line is dead. The engineer has left a junction box right by my front door. I need him to come and sort it immediately!!!!

[mandisa1-TT]

I am sorry to hear that. The engineer that was booked for you does not require access to your property. Just to confirm has he cleared the fault?

[CaptainNemo]

An engineer has just come to my property and carried out some work without even knocking on my door! What he has done is unacceptable as he has left a junction box in plain sight by my front door!!! I need him to come back immediately!

[mandisa1-TT]

The engineer does not require access into your property, as we believe the fault is outside. However should the engineer require access into your property you will be notified.

[mandisa1-TT]

The fault was been escalated to Openreach. Please bear with us an engineer has been issued. As you were advised it can take 2-3 working days to be resolved.

[CaptainNemo]

Well all of TalkTalk customers can see AND hear it…

[mandisa1-TT]

Engineer has been issued.

[mandisa1-TT]

We apologize for the inconvenience caused to you, I am unable to listen to it, as my system does not allow me to open attachments.

[CaptainNemo]

Have a listen to this and understand why we can't use the phone!