Phone down AGAIN,😡

[Granny2Fedup]

This is now a JOKE!!

No phone for over a month (last month) with the same fault as last year. Now, off since Thursday with the same fault.😡

I’ve been online to chat for three and a half hours, all you do is go round in one big nightmarish loop asking to check this and check that. I’ve done this over and over and over again, is your phone plugged in, has your phone got power, does it work on another socket, have you tried another phone, want type of socket have you got, can you unplug everything and try the test socket etc, etc, etc. 🤪

Although I told them that last year it was a fault outside the property and again last month and i’ve told them the Open reach engineer told me both times, it is outside in the BT box, I still have to go through this "PROCEDURE". 

This could well be a Monty Python sketch !!

And, contact or mention of compensation, although we had no phone for over a month, they are still taking our money from last month, disgusting, daylight robbery. 😡 

[Mandisa-TT]

I want to sincerely apologize for the long wait in resolving your issue. I understand how frustrating this can be, your issue will be reviewed on the 29 September 2025, as by that time, the job will be passed on to the second stage complex repair team for completion of the necessary work.
 

A follow-up has been booked to ensure we keep you updated on the progress.

[Granny2Fedup]

😏

[Mandisa-TT]

Hi @Granny2Fedup I'm sorry to hear that you have not received any update from the last visit. I have gained access to your account and I do see that your case is still open and ongoing.

The job has been checked, and it has been determined that work is needed on the complex distribution point side. The complex engineering team will be addressing this issue to ensure it is resolved.

Here are the key details:

• An A55 request was submitted on 19 September 2025 at 11:24:19, 
• The process typically takes 5 working days for the next update, which includes 3 days of planning and 2 days of survey.
• During this time, the job will be passed to the complex solution delivery team to resolve the ongoing issue.

These are the notes on the account regarding your ongoing issue.

[Granny2Fedup]

Hello! All,

                Well, It was down for over a month, worked for a week and now it’s been down again for over 2 weeks.

An Openreach engineer came out on the 19th and located fault outside, as I said at the beginning, and said they would be digging a hole sometime this week. ( it’s now Wednesday…no digging yet) 😏

We’ve, heard nothing since. Nothing from TalkTalk or Openreach and certainly no call on the 20th from TalkTalk, as stated in an email.

On the 'track my fault' page, the last thing there is, an engineer will call on the 18th. 🤪

No progress report! we don’t know wether to go out or stay in!🤔

[kanya-TT]

@Granny2Fedup. we will kindly wait for your replay as we are ready to assist.

Kanya

[Gliwmaeden2]

@Granny2Fedup, it's really helpful if you can reply to staff on here when they reach out to help you, and follow up on the same thread.

You posted previously here:

https://community.talktalk.co.uk/t5/Home-Phone/No-Landline/td-p/3121869 and here:

https://community.talktalk.co.uk/t5/Home-Phone/No-phone-for-over-a-month/td-p/3127351

It's possible for you to find your way back to what you posted and check for replies also in the ACTIVITY area of your profile. 

Please do follow up on the forum so that staff can take a closer look.

If the service was out of action for a month, it would take up to another month for automatic compensation to show up as it's calculated from after the problem was resolved. Details are here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_com...

[nambuso-TT]

Hi there @Granny2Fedup I am very sorry to hear that you are having issues with your phoneline, I will look into this for you. Please confirm if you are messaging us from home, where the TalkTalk services are installed.