Phone line

[Roger39]

There is a small phone line junction box just outside my property. The cover has been removed and pairs of wires are sticking out from it.  The phone line is now very crackly and the internet connection often goes down.  Please can you get openreach to reinstate the junction box to its correct state?

[Debbie-TalkTalk]

Hi @Roger39 

I'm so glad to hear this, thanks for letting us know.

Debbie

[Roger39]

Openreach fixed this fault this afternoon.

Thank you.

Roger.

[Michelle-TalkTalk]

Morning Roger,

Thanks for confirming too. Hopefully we'll receive an update from Openreach in the morning on the progress.

Michelle

[Roger39]

Thank you, Michelle.  I also had an update from Openreach to say they are working on it.

Roger.

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. I've checked and we've received an update to advise that the fault has been passed to a different engineer to resolve the underground fault and we have been asked to check for another update on 03/10. We'll check again in the morning and will post a further update back here.

Michelle

[Roger39]

A gentleman from MJ Quinn arrived just after 1 pm today.  After 1.75 hours he diagnosed the fault as being in a roadside pit which he was not trained to deal with.  He said he would report back to Openreach and request a suitably trained person to attend.   He would also note that as we are the primary contact for an elderly and vulnerable neighbour's telecare service there is increased urgency to fix the problem.

Anything you can do to expedite this will be appreciated.

Thanks

Roger

[Chris-TalkTalk]

No problem 🙂

[Roger39]

Thank you, Chris.

[Chris-TalkTalk]

I've booked the first available appointment -  October 01 2024, AM - please let us know how you get on

Chris

[Roger39]

Thank you, Chris.  I shall be here all day.

[Chris-TalkTalk]

Hi Roger,

I'll book the engineer now and get back to you with the details

Chris

[Roger39]

Thank you so much, you really are a star.

[Gliwmaeden2]

Yes, and I'll make sure by re-escalating the thread into the queue for attention, @Roger39.

[Roger39]

Thank you.  I confirm that I accept any potential engineer charges.

Will this reply be seen by Forum Staff? You are showing as "Gliwmaeden2, a fellow customer"

[Gliwmaeden2]

Forum staff were waiting for you to confirm that you accept potential engineer charges, @Roger39.

Any notification emails are from a No Reply address so do not use that method at all to reach Talktalk. 

[Roger39]

I first messaged about this last Wednesday, It was agreed that there was a fault on my land line and I was asked to wait for contact from Openreach between 0800 and 1300 every day this week.  So far they have not been in touch.  My phone is completely dead.  My number is the primary number for the telecare alarm service of my elderly and vulnerable neighbour.  Please can this be taken into account to proritise my request for a visit from Openreach?

Thank you.

[Michelle-TalkTalk]

Hi Roger,

Could you also confirm that you accept any potential engineer charges as per my colleague's post below and we can book this engineer visit for you. Are you also available any morning next week?

Thanks

Michelle

[Roger39]

A morning visit will be fine.  Can you let me know which day please?

[Chris-TalkTalk]

OK thanks. To investigate further we'll need to arrange an engineer visit, to do this can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[Roger39]

Yes, phone and router connected to test socket.

Roger.