Update from Openreach required

[dazzle71]

On the 21/08/23 I reported a fault with our home landline (no dial tone). We have had 3 Openreach engineers out and been told that Openreach new to run a new cable from the street to our house.

The last engineer who came out was on the 30/08/23 and since then haven't heard anymore from Openreach about a resolution to the problem.

As well as having no landline connection the broadband speed is under the guaranteed speed.

Could anyone from TalkTalk provide an update from Openreach on when the work might be carried out?

[dazzle71]

Tried two different phones. No dial tone on either (also tried in the socket behind the faceplate on the Openreach socket).

Phones ring if I call the landline number but just crackling when you answer it.

Internet speed is still below the expected speed - between 20Mbps and 29Mbps on upload.

[Debbie-TalkTalk]

Hi dazzle71

Thanks for your reply.

Openreach closed the fault as resolved.

I've completed some more line tests this morning and this is clear - No faults detected.

Is the phone at the test socket at the moment?

Have you tested with a different phone recently?

[dazzle71]

No dial tone. The phone rings but nothing if you answer it.

Internet upload speed is about 29Mpbs.

[Debbie-TalkTalk]

Hi dazzle71

I'm really sorry to hear this. I will check the fault ticket for the engineers notes.

What are the fault symptoms now? Do you still have no dial tone?

[dazzle71]

Just had a text to say the fault has been resolved. But it hasn't. I am presuming I need to report a new fault?

[Debbie-TalkTalk]

Hi dazzle71

Ok, I will keep checking the fault ticket for updates. Openreach haven't closed the fault so they must still be working on it.

Thanks again.

[dazzle71]

He said he would check the street 'boxes' - which he has been doing - but no more updates on that yet.

[Debbie-TalkTalk]

Hi dazzle71

I'm really sorry to hear this.

Did the engineer say what else they were going to do before they left?

I've checked the fault ticket now but they haven't left any notes as yet.

[dazzle71]

The new line has been installed in the house with a new phone/internet socket.

But we have still got the same fault. An engineer has been outside for a few hours looking at the street 'boxes' but no change.

[Debbie-TalkTalk]

Hi dazzle71

Thanks for your reply.

The target completion date was 25/10 but I will keep checking this today for updates.

Thanks again.

[dazzle71]

Yes. They have put in the ducting under the ground ready for the cable.

Just waiting for the cable to be fed through and connected up inside the house.

[Debbie-TalkTalk]

Hi dazzle71

Openreach have updated the fault ticket this morning to advise that work has been completed but they haven't closed the fault as yet.

Did you see any engineers working over the weekend?

[Debbie-TalkTalk]

Hi dazzle71

Ok, I will check in again with you on Monday.

Thanks

[dazzle71]

No, not yet.

[Debbie-TalkTalk]

Hi dazzle71

There are no updates on the fault ticket as yet. Have you seen Openreach today?

[Debbie-TalkTalk]

Hi dazzle71

Thanks for letting me know. I'm glad to hear that they are also keeping you updated.

Debbie

[dazzle71]

Just had a phone call from Openreach and they will be coming to dig up for the new line on Friday 20th Oct.

[Debbie-TalkTalk]

Hi dazzle71

I've spoken to Openreach this morning and they have provided the below update:

The fault is with the contractors and access to underground network cabling is required to restore customer service. The target finish date is on 25/10/2023.

Thanks

Debbie

[Debbie-TalkTalk]

Hi dazzle71

No problem. I will continue to monitor and keep you updated.

Debbie

[dazzle71]

Thank you for keeping an eye on this.