No Phone Service

[JazzTwitJohn]

The phone flashed brightly in the night and now there is no phone service. The dial tone sounds odd and when I dial a number, the odd dialtone continues and no connection is made.

I'm just wondering how to report the problem. When I test the line unde My Account I get a screen saying there is a problem, but not what it is or how long it might take to fix.

Any ideas how to get help?

J

[JazzTwitJohn]

That is what I was told about Wed. Let's see. Final chance for TalkTalk.

[Debbie-TalkTalk]

Hi @JazzTwitJohn 

I've checked again and appointment is showing and confirmed on Openreach's system for 19/09 AM.

[JazzTwitJohn]

OK, so can you manage to confirm Thu correctly this time? This is getting ridiculous.

[Debbie-TalkTalk]

Hi JazzTwitJohn

I don't think the Wednesday appointment confirmed correctly on Openreach's system and this is why the appointment timed out. Apologies for this.

[JazzTwitJohn]

Thu morning would be ok, but we have not cancelled Wed morning yet. Who cancelled Wed? Was it TalkTalk? I booked the Wed appointment days ago as the earliest they had. This is such bad service.

[Michelle-TalkTalk]

Hi,

Openreach have advised that an engineer visit to the property is required to resolve the fault. Is this appointment date and time ok for you?

Thanks

Michelle

[JazzTwitJohn]

So, are you telling me there is still a fault and I need an engineer visit? Is the fault not fixed?

I'm really hating this experience.

[Debbie-TalkTalk]

Hi JazzTwitJohn

I'm sorry for the delay.

Openreach closed the appointment booking as it timed out on their system.

Our faults escalation team re raised this and the earliest appointment they have been able to book is for Thursday 19th AM (8am - 1pm)

[Debbie-TalkTalk]

Hi @JazzTwitJohn 

I've requested that we arrange the first available appointment. I will post back to confirm once this has been arranged.

[JazzTwitJohn]

@Debbie-TalkTalk if it is sooner than the one I have booked for Wed, yes?! I was told that was the soonest when I booked it a few days ago. 

[Debbie-TalkTalk]

Apologies for this.

Openreach updated the fault ticket to say access is required. Would you like me to book the first available appointment?

[JazzTwitJohn]

@Debbie-TalkTalk is this visit in addition to the one booked a few days ago? 

What days are they wanting to come? Do you mean today.  

This is shocking customer service.  I have raised a complaint and am awaiting a call today about the poor customer experience.  

[Debbie-TalkTalk]

Hi @JazzTwitJohn 

Openreach now require access to the property, please can you provide your availability for visit AM and PM?

[Debbie-TalkTalk]

Hi @JazzTwitJohn 

Openreach have updated the fault ticket to advise that this fault is linked to a major service outage issue with a faulty cable.

The provided targeted fix date is 16-09-2024. 

We will continue to monitor for further updates.

[Debbie-TalkTalk]

Hi @JazzTwitJohn 

Openreach have updated the fault ticket to advise that they are still investigating this fault.

We should hopefully have additional updates this afternoon.

I will keep monitoring this.

Thanks

Debbie

[JazzTwitJohn]

Hi

I've checked the status using Track my Fault and the last entry is 28 hours ago saying "an engineer is on their way to the exchange".

I appreciacte your help, but Fault Tracker is making things seem worse by not sharing any information about whether the engineer arrived yesterday and what he/she found.

J

[Michelle-TalkTalk]

Afternoon,

I've re-checked and the fault is still under investigation with the Openreach engineer at the moment. Hopefully this will be resolved today, however we will re-check for an update in the morning.

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. I can see that the fault has been assigned to a line engineer this morning so we'll check again for an update for you later on today.

Thanks

Michelle

[JazzTwitJohn]

Thanks. Done that.

At 1.30pm there was a message saying there is a fault on my line an an engineer is on their way.  No update since then.  Seems odd.

[Gliwmaeden2]

Add your Talktalk phone number in Personal Information, @JazzTwitJohn, for Talktalk staff to identify your account and follow this up during the day. 

You need to go via your avatar; settings; drop down menu.....enter information in Personal Information and SAVE CHANGES.