TalkTalk loss of service, stuck in a 'repair' loop.

Miró

I have had a total loss of service, (phone line & broadband), for the last 2 weeks. I report the fault, they test the line and identify a problem, the fault is passed to the network service desk, the case is passed to a engineer, I get a text to say the fault has been fixed, I find it hasn't, I contact TT again to report the continuing fault, they test the line.....and so it goes round and round. Four times they have said they have fixed the fault so far. I just do not know what to do next to break this cycle?


So far I have....


made 19 phone calls to TT
had 8 'chats' on their online chat service
had more than a dozen line tests performed
sent 3 emails including one to [EMAIL="ceoexec@talktalkplc.com"]ceoexec@talktalkplc.com[/EMAIL]
3 tweets on Twitter to @TalkTalkCare
2 posts on TT's Community Forum


All to no avail. I have now run out of ideas....can anyone suggest any other avenues for help that I might pursue????


Many thanks

TalkTalk

Hi Miro,

I'm sorry to hear you're having problems with your services. Do you have a fault reference?

Thanks
Emma

Miró

Hi Emma


I have several.....


INC000013121457
INC000013126991
INC000013148686


After speaking to TT Help this morning they say it is a loop fault in the exchange, whatever that means, and that I will be updated within the next 72 hrs. It was also mentioned that there is a possibility that the fault repair could take in excess of 8 weeks!!!! This is quite unacceptable...I am a pensioner with health issues and mobility difficulties and I rely on my landline for emergency contacts as well as enabling independent day to day living. Is it not possible to install a new telephone line instead of going through this horrendous repair procedure in this case? In the meantime could you not provide an unlimited data simcard free of charge?

Miró

How lovely...just had a scam call from 0002078962583, supposedly from TalkTalk, to say my router has been compromised and wanting to help me fix it by gaining remote access to my computer! Bit worrying as they knew my name. As if I haven't enough problems already... :mad:

duchy

I wonder if it's coincidence or if Talk Talk haven't resolved the issues talked about in this article.

http://www.theregister.co.uk/2016/02/08/scammers_breach_talktalk_engineer_visit_data/

I suggest you lodge a separate formal complaint about this.

TalkTalk

Hi Miro,

I have checked those fault references and the tickets are showing as closed.

I have ran a line test which hasn't found any faults. Do you have a test socket?

Please be vigilant with these calls. Do you have the number of the caller? I can get this reported here. You can find info on how to handle scam calls on our website.

Thanks,
Abbie

Miró

I regained my services yesterday morning, the case was closed and a refund issued for the time lost. I have just lost all services again! And I have had another scam call from 00102078962583 this time :mad:

Miró

duchy wrote: »

I wonder if it's coincidence or if Talk Talk haven't resolved the issues talked about in this article.

http://www.theregister.co.uk/2016/02/08/scammers_breach_talktalk_engineer_visit_data/

I suggest you lodge a separate formal complaint about this.

Wow! Thanks very much for that info.... :eek:

How does one go about lodging a formal complaint?

Miró

TalkTalk_Company_Representative wrote: »

Hi Miro,

I have checked those fault references and the tickets are showing as closed.

I have ran a line test which hasn't found any faults. Do you have a test socket?

Please be vigilant with these calls. Do you have the number of the caller? I can get this reported here. You can find info on how to handle scam calls on our website.

Thanks,
Abbie

My service, both landline and internet is coming and going at the moment and is not at all stable.

Yes I have a test socket. Your tech people have carried out the 'cover off/microfilter into the inside test socket thingy'

I already gave you the number of the first scammer in my previous post! I have since had a second call along the same lines. The relevant phone numbers of the two scam calls are:-

0002078962583

00102078962583

I would be very pleased if you could report those numbers or take any action to prevent anyone else being scammed. I am well aware of these type of scam calls and hang up as soon as possible. I reported that first call to your Help person who was arranging my lack of service refund and he suggested if unsure as to if a call is a genuine call from TalkTalk to ask for a reference number as every fault is issued a fault ticket with a reference number.

JJ_Egan

I have had one from that number a few weeks back saying my router had been hacked .
Nothing at all to do with TT and i am not even a TT customer .

TalkTalk

Hi Miro

We have reported those calls for you.

I can see that your account has been escalated to our ceo office. Your case manager there will be in contact as soon as possible to discuss this issue with you.

Thanks

Vicky