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

[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.