topic Re: broadband not working in Broadband

broadband not working

luckiineko — Tue, 01 Mar 2022 12:42:25 GMT

Hi
My broadband went down on Sunday and then came back, then went off again at 8pm and randomly did not come back on again until yesterday daytime, then the same thing has happened again, 8pm last night it's off and hasn't come back on again. I've got a fault logged which says "

We are working on your fault.
Updated on: 27/02/2022

You have an open case and we are working to fix it. Check back in a few days."
This is all well and good but I' m currently relying on my Internet to work from home which I'm currently not able to do, anyone got any idea why this has happened or how long it'll take to fix? Not really impressed I had an email yesterday saying my price is going up in April when I'm currently getting no service at all.

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 12:53:31 GMT

Hi luckiineko

I'm really sorry to hear this.

A potential fault has been detected towards the property and Openreach are requesting that we arrange an engineer visit.

Is the router currently connected at the test socket?

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 12:54:49 GMT

It's all plugged in just flashing orange constantly on the router

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 12:56:10 GMT

Hi luckiineko

Would you like me to arrange the Openreach engineer visit for you on the Community?

Thanks

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 12:58:14 GMT

I'm a bit confused as I was told when it was logged that I wouldn't need to be home for the visit.

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 12:59:59 GMT

Hi luckiineko

Apologies, the engineer now requires access to the property.

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 13:01:23 GMT

When will this be? I work full time and have no annual leave left

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 13:04:00 GMT

Hi luckiineko

AM appointments are 8am - 1pm and PM appointments are 1pm - 6pm.

We can ask for a Saturday visit but these are not always available.

Can I just check, have we sent you a replacement router for testing?

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 13:04:50 GMT

No replacement router has been sent and Saturdays are the only days I can do, thanks.

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 13:05:52 GMT

Hi luckiineko

Would you like me to send a replacement router today so we can rule this out first? The router takes 24-48hrs to arrive.

Thanks

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 13:14:14 GMT

I can try it but no idea if it well help, thanks

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 13:18:22 GMT

Hi luckiineko

The router is now on its way, please allow 24-48hrs for this to arrive.

Please test with this router and let us know how you get on.

Thanks

Debbie

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 13:19:45 GMT

And is someone coming out to check the problem?

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 13:23:09 GMT

Hi luckiineko

Apologies I thought you wanted to check with the router first? If the fault is still present then we can arrange an engineer visit?

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 13:25:20 GMT

I've had several issues with you in the past that haven't been resolved with a new router so I doubt it'll be that, can someone please come out and check it?
Thanks

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 13:26:48 GMT

Hi luckiineko

I will send you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 13:57:44 GMT

Hi luckiineko

Thanks for confirming your details.

I've checked and unfortunately there are no Saturday appointments available, this is dependent on engineer availability in your area.

Which other days would you be available?

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 13:58:35 GMT

Unfortunately Saturday is the only day I can do, I work full time, when is the next one please

Re: broadband not working

Debbie-TalkTalk — Tue, 01 Mar 2022 14:00:59 GMT

Hi luckiineko

I've checked for the next couple of weeks and there are no weekend appointments showing at all, sorry.

We have availability during the week, just not on Saturday.

Thanks

Re: broadband not working

luckiineko — Tue, 01 Mar 2022 15:41:17 GMT

Is there any availability Friday 11th?
Thanks