TalkTalk .... major, major problems with 'no service' outage

poundsaver

Hi, I hope someone may be able to help. I have my phone and broadband service with TalkTalk (Liverpool 0151 area). The service has been down since Sunday and the 'status' page states:

"Openreach Copper Cable Break - Waterloo Exchange - Some Voice and Data customers are experiencing Total Loss of Service."

I have tried to register on the TalkTalk forums to register my problems and to try and expedite a faster response but to no avail. I tried phoning but the operator was unable to help or provide any further details other than to redirect me back to the service status page.

This is totally unacceptable to be without my services for nearly three days.

Anyone got any suggestions (other than moving my services) Anyone from TalkTalk out there who could help?

DiamondCardz

Phone up the operator one more time and ask for some kind of compensation or any method you could use to get your services back. It's unacceptable for them to not provide you with services for three days without compensating or helping you.

macman

You'll get a credit for the downtime if you ask; nothing more on a residential service, as there is no SLA applicable. 3 days is not 'unacceptable', in fact you've only has 2 working days without service. 5 days is not unknown for a major cable repair. What more info do you expect TT to provide, since the cause has already been stated?
Since the fault is down to OR, and nothing to do with TT, how do you think that switching supplier would help? The fault would remain, regardless of supplier.

poundsaver

Well I guess it's a question of just waiting...... and waiting. Service status suggests its a 'priority 3'. So today has been three days and counting.

In a major conurbation like Liverpool I would say that to have a service down for three days is wholly unacceptable.

Guess I could hop ship and go from twisted wires to fibre optic (Virgin).

TalkTalk

hi Poundsaver

In regards to outages if this is due to an OR cable break we need to await Open Reach's resolution of the issue. If you tweet us @TalkTalkCare or join the Members Forum we may have some more information than on the Service Status page (such as when we exect the next update from Open Reach)


In terms of expediting the issue there is little that can be done in this respect as all affected lines will be handled as part of the incident. However in regards to a total loss of service this is covered by our compensation policy as detailed on the TalkTalk Website.

Regards

Mark
TalkTalk Online Community Department

victor2

poundsaver wrote: »

Well I guess it's a question of just waiting...... and waiting. Service status suggests its a 'priority 3'. So today has been three days and counting.

In a major conurbation like Liverpool I would say that to have a service down for three days is wholly unacceptable.

Guess I could hop ship and go from twisted wires to fibre optic (Virgin).

You're "just" a domestic client, so are pretty low down the priority list. You could switch to cable, but what would you do if the cable got severed somewhere due to say, construction work?
If you were a business with mission critical communications, you might look at having two physically separate feeds into the building, but for a domestic user, who could justify the cost of doing that?

It's a major inconvenience, but a risk we all take and rarely suffer from.