topic Re: When can I expect an update on my fault? in Broadband

When can I expect an update on my fault?

springsteen1 — Tue, 22 Feb 2022 16:22:06 GMT

There is a fault with my broadband. On 10 February you said that an openreach engineer will be sent out to fix it in 2-3 days. The I got a message the same day to say you are having 'system challenges'. There has been no update in 12 days. This is not good enough TalkTalk as I am paying for a service that is not working properly. When can I expect a fix?

Re: When can I expect an update on my fault?

Skynet_TX — Tue, 22 Feb 2022 19:00:56 GMT

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow. You may get faster support from the live chat or calling customer services on 0345 172 0088 during opening hours.

Re: When can I expect an update on my fault?

Debbie-TalkTalk — Wed, 23 Feb 2022 08:40:19 GMT

Hi springsteen1

I'm really sorry to hear this.

I've checked and I can't see any open faults with Openreach.

What fault are you experiencing, is the connection dropping?

Thanks

Debbie

Re: When can I expect an update on my fault?

springsteen1 — Wed, 23 Feb 2022 12:01:20 GMT

Hi Debbie,

Broadband went down on the 9 February after running slow for a couple of days. It came back on 10 February still slow and intermittent cutting out. I ran the connection checker and it found a fault between the exchange and my home.

I received an email on 10 February at 12:10 to tell me 'an engineer is on their way soon'. I received the same message by text.

At 16:09 on 10 February I received another text telling me that there were 'some system challenges preventing this progressing'. Since then just silence.

I've just run the connection checker again and the same problem is still present. Again it says 'We are assigning an engineer to your case' and an email and text have just been received telling me 'our engineer is on their way soon'.

So there has been no progress in 13 days with the engineer presumably on their way soon.....

Re: When can I expect an update on my fault?

Chris-TalkTalk — Wed, 23 Feb 2022 12:43:52 GMT

Hi springsteen1,

I'm sorry about this. Could I just ask, is your telephone service also affected, do you have a dial tone? Is there any noise on the line?

Chris

Re: When can I expect an update on my fault?

springsteen1 — Wed, 23 Feb 2022 14:08:19 GMT

I can't tell you about the telephone as I got rid of it a couple of years ago and just use mobile phones. Although I've kept the number there's no way of checking the telephone service. I think like most people, I just rely on my mobile contract.

Re: When can I expect an update on my fault?

Chris-TalkTalk — Wed, 23 Feb 2022 15:10:23 GMT

OK thanks. I can see that this has been logged out again to Openreach as a non-appointed task. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home. I'm sorry this is taking so long to resolve but hopefully you won't have to wait much longer

Chris

Re: When can I expect an update on my fault?

springsteen1 — Mon, 28 Feb 2022 17:27:09 GMT

Day 19 and still I've heard nothing. Despite having received automated messages on 10 February that openreach will assign an engineer (and then it appears the fault was deleted) and further reporting the fault - still nothing after a further six days - I still have a major problem with my broadband speed. There is a fault but nobody wants to own the situation. After 18 days from making the original report to 6 days reporting it a second time there as nothing but silence from TalkTalk about resolving the problem.

Re: When can I expect an update on my fault?

Chris-TalkTalk — Tue, 01 Mar 2022 07:13:39 GMT

Hi springsteen1,

I'm really sorry for the delay. In the latest update from Openreach (yesterday 7pm) they apologies for the delay and say that there is a very high workload in the area. They say that an engineer is due to go out today but this is subject to change.

Chris

Re: When can I expect an update on my fault?

springsteen1 — Wed, 02 Mar 2022 16:56:59 GMT

Day 21. Still no actual action. There must be a hell of a lot of work for Openreach in my little village if that, after 21 days, they still cannot fix a fault. What the heck am I paying for? How do I escalate my complaint so that someone will take it seriously? The current state of play is unacceptable.

Re: When can I expect an update on my fault?

Chris-TalkTalk — Thu, 03 Mar 2022 08:47:05 GMT

I'm sorry this is taking so long to resolve. This is being taken seriously but as I mentioned earlier Openreach have said that the work load in your area is currently high which is causing delays. There are no further updates yet so I'll check again later

Chris

Re: When can I expect an update on my fault?

springsteen1 — Thu, 03 Mar 2022 13:30:00 GMT

As a retiree with underlying health conditions I depend on my broadband to keep in touch with family through zoom and teams. I have not been able to do this since FEBRUARY 9. I reported the fault on FEBRUARY 10. TODAY IT IS MARCH 3. HOW MANY DAYS DOES IT TAKE FOR SOMEONE AT TALKTALK TO GET OPENREACH TO DO SOMETHING? Does it really take 23 days and counting? HOW DO I ESCALATE MY COMPLAINT SO THAT SOMEONE CAN OFFER A LITTLE PIECE OF HUMANITY. MY WIFE AND I ARE IN TEARS.

Re: When can I expect an update on my fault?

Chris-TalkTalk — Fri, 04 Mar 2022 07:31:46 GMT

Hi springsteen1,

Apologies again for the length of time that it is taking to get this issue resolved. The latest update from last night says that your fault is scheduled to go out today but this is subject to change. I'll check for further updates later and let you know if there's any more information

Chris

Re: When can I expect an update on my fault?

Chris-TalkTalk — Fri, 04 Mar 2022 14:32:06 GMT

Hi springsteen1,

The latest update that we have from Openreach says that the fault has now been cleared and closed, is everything OK at your end now?

Chris

Re: When can I expect an update on my fault?

springsteen1 — Fri, 04 Mar 2022 16:51:59 GMT

I really wouldn't like to say it's fixed yet. The attached file shows the fluctuations in speed since the visit of openreach. It looks like the heart monitor readings I had before I had a stent inserted into my heart - all over the place! My big fear is that if this case is closed it will take another 23 days before anything is done. Judging from these readings my broadband still isn't stable. Until the crash on February 9 it was a stable 10mb. What happens now?

Re: When can I expect an update on my fault?

Anonymous — Mon, 07 Mar 2022 06:54:47 GMT

Morning,

Can I just confirm, how has the connection/speed been over the weekend?

Thanks

Re: When can I expect an update on my fault?

springsteen1 — Mon, 07 Mar 2022 13:52:15 GMT

As you can see from the attached the speeds are curious. Just when it starts to look good something weird then happens. What is the solution

Re: When can I expect an update on my fault?

Chris-TalkTalk — Mon, 07 Mar 2022 13:57:56 GMT

Hi springsteen1,

Can you run a couple of speed tests at least 10 minutes apart on the My Account speed checker and let us know when you've done this

Thanks

Chris

Re: When can I expect an update on my fault?

springsteen1 — Thu, 10 Mar 2022 15:09:57 GMT

OK, so here are the results of three days speed-checks. Still not getting a regular 10mb that I was getting before the crash a month ago. There are still some wide-ranging fluctuations although not as bad as those of a week ago. Is this what I must now expect as 'normal'? Even a consistent 9mb would be welcomed although Fibre35 does sound like a con when I was lead to understand that it would be at least 10mb?

Re: When can I expect an update on my fault?

Anonymous — Fri, 11 Mar 2022 07:22:53 GMT

Morning,

I've re-run the line test now which is clear. Can I just confirm, were you provided with a predicted speed range for the line? When the speeds are varying are you connected wired or wireless? Does the speed seem to go low at certain times of the day or at random?

Thanks