topic Re: Unresolved adsl broadband fault in Broadband

Unresolved adsl broadband fault

Neilson75 — Thu, 18 Nov 2021 22:51:44 GMT

Today, following me noticing our broadband dropping out intermittently and using the service desk fault finder, Talktalk identified an intermittent fault between the exchange and my house. They duly sent out an openreach engineer to fix it and at about 4pm I got a text from them to say it was fixed. However, the broadband has now permanently dropped out, with the Talktalk hub showing an orange flashing light continuously. I then spend a happy 2 1/2 hours tonight on the online chat trying to explain this, but instead being taken through the internal fault finding checklist (check master socket, reboot router, change cables etc) all of which changed nothing, whilst getting increasingly concerned as the service agent denied the existence of the original fault as "it wasn't on the system". Eventually the service agent agreed to send out another engineer to the house and agreed not to charge me for it. However, this will not happen for another 10 days and it's pretty clear the first engineer caused the issue, so the issue is outside the house. Is there a sensible way to resolve this and get Talktalk to get the Openreach engineer back out to check what was done today and save everybody wasting their time?

Re: Unresolved adsl broadband fault

Skynet_TX — Thu, 18 Nov 2021 22:54:51 GMT

Hi @Neilson75,

The staff here on the community will be able to take a look at this when they are back tomorrow, they may be able to see more details on what the Openreach engineer did today, and may be able to arrange another Openreach callout if they agree that is needed.

Re: Unresolved adsl broadband fault

Neilson75 — Thu, 18 Nov 2021 23:06:32 GMT

Thank you @Skynet_TX - I appreciate the reply, particularly at this time of night!

Re: Unresolved adsl broadband fault

Debbie-TalkTalk — Fri, 19 Nov 2021 07:18:49 GMT

Hi Neilson75

I've checked and the engineer left notes to advise that the fault was found and fixed at the exchange.

Are you still experiencing this fault?

Thanks

Debbie

Re: Unresolved adsl broadband fault

Neilson75 — Fri, 19 Nov 2021 08:18:47 GMT

Hi @Debbie-TalkTalk ,

Yes, we still have the fault. The hub still shows a continously flashing orange light.

Re: Unresolved adsl broadband fault

Debbie-TalkTalk — Fri, 19 Nov 2021 08:30:14 GMT

Hi Neilson75

I'm so sorry about this.

I've completed another line test which has detected another line fault.

I can see that a TalkTalk engineer has been arranged for next week. I will need to cancel this and pass this back to a Openreach engineer.

Are you happy for me to arrange this? I will need to confirm some details before I can cancel the TalkTalk engineer.

Thanks

Re: Unresolved adsl broadband fault

Neilson75 — Fri, 19 Nov 2021 08:45:36 GMT

Yes @Debbie-TalkTalk , please go ahead as you propose.

Neil

Re: Unresolved adsl broadband fault

Debbie-TalkTalk — Fri, 19 Nov 2021 08:52:26 GMT

Hi Neil

I'm just sending you a Private Message to confirm some details so we can proceed.

Thanks

Debbie

Re: Unresolved adsl broadband fault

Neilson75 — Fri, 19 Nov 2021 09:11:23 GMT

Hi @Debbie-TalkTalk , I've now responded to the PM

Re: Unresolved adsl broadband fault

Debbie-TalkTalk — Fri, 19 Nov 2021 09:26:51 GMT

Hi Neil

Thanks for confirming your details.

I have cancelled the TalkTalk engineer visit and escalated the line fault back over to Openreach to be investigated by a line engineer.

We should receive further updates within the next 48hrs. I will also monitor the fault for additional updates.

Thanks

Debbie

Re: Unresolved adsl broadband fault

Neilson75 — Fri, 19 Nov 2021 09:46:48 GMT

@Debbie-TalkTalk Thank you for getting it this far so quickly.

It's a pity I wasn't able to persuade the service agent to go down this route yesterday. I guess they're working from a fixed script which doesn't give them much wriggle room (and doesn't work in some cases!).

Neil

Re: Unresolved adsl broadband fault

Debbie-TalkTalk — Fri, 19 Nov 2021 09:54:19 GMT

Hi Neil

Apologies for this.

If the line test shows a potential line fault (external fault) then I would always pass this to Openreach to be investigated by a line engineer.

I will keep you updated as soon as I receive further updates.

Thanks

Debbie

Re: Unresolved adsl broadband fault

Neilson75 — Mon, 22 Nov 2021 08:40:03 GMT

Hi @Debbie-TalkTalk , not sure what you can see on the system, but I now have messages from Talktalk to say the engineer has rectified the fault, but we still have no broadband connection. Still the the continously flashing orange light on the hub.

Neil

Re: Unresolved adsl broadband fault

Anonymous — Mon, 22 Nov 2021 09:58:51 GMT

Morning,

I'm sorry to hear this. I can see that the line test is now clear. Is the router currently connected at the test socket and do you have an alternative router that you could test with?

Thanks

Re: Unresolved adsl broadband fault

Neilson75 — Mon, 22 Nov 2021 11:30:50 GMT

Hi @Anonymous Yes, the router was connected to the test socket. I've now tried a couple of old routers and still no connection with either. Whereas the Talktalk hub shows an orange flashing light continuously, the older (Netgear and Billion) routers show no signs of trying to connect/sync at all. It's as though there is no broadband signal on the line. As this happened after the first engineer's attempt to fix the line fault, it it possible we were disconnected at the exchange and not reconnected?

Thanks.

Neil

Re: Unresolved adsl broadband fault

Chris-TalkTalk — Mon, 22 Nov 2021 11:53:25 GMT

Hi Neil,

Is your telephone service working OK, do you have a dial tone?

Chris

Re: Unresolved adsl broadband fault

Neilson75 — Mon, 22 Nov 2021 11:59:13 GMT

Hi @Chris-TalkTalk , yes the phone line is fine. We have a dialling tone and can make calls.

Neil

Re: Unresolved adsl broadband fault

Chris-TalkTalk — Mon, 22 Nov 2021 12:18:28 GMT

OK thanks Neil. To investigate further we'll need to arrange another engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Chris

Re: Unresolved adsl broadband fault

Neilson75 — Mon, 22 Nov 2021 12:22:05 GMT

Thanks @Chris-TalkTalk . I don't see what other option there is as the fault appears to be between the exchange and the house. we had connected broadband (apart from brief drop-outs) prior to the first engineer call out and "fix". Please go ahead. I'm assuming this is not chargeable?

Neil

Re: Unresolved adsl broadband fault

Chris-TalkTalk — Mon, 22 Nov 2021 12:26:59 GMT

Hi Neil,

Potential engineer charges are explained here - Engineers charges, if there's a fault on the line then there will be no charge

If you'd like to go ahead with the visit can you provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday

Thanks

Chris