topic Open Reach repair is causing issues in Broadband

Open Reach repair is causing issues

Copperhead — Sat, 09 Jul 2022 23:25:23 GMT

We recently had a problem on our line. An Open Reach engineer turned up to repair the fault and has now caused further issues. The line to our property comes in through an upstairs bedroom. Prior to the 'repair' it was routed from this room via a junction box to a master socket in a downstairs room. The repair involved disconnecting the junction box and making this the master socket. Net result - I've had to spend a fortune on repeaters and extenders to try and get a signal to rooms where we use the internet. We are now unable to hear the telephone as it is upstairs or if we do hear it, we can't get to it fast enough to answer it. And, to add insult to injury, trying to sleep with the router led shining is nigh impossible. My question is this: How do I arrange for Open Reach to come and re-instate the master socket where it was originally installed? After all, I didn't ask for it to be moved.

Re: Open Reach repair is causing issues

Divsec — Sun, 10 Jul 2022 07:30:03 GMT

Hi @Copperhead did the engineer remove all the wiring to the precious master box? Is it still live but as an extension?

Your post has been escalated

Re: Open Reach repair is causing issues

Copperhead — Sun, 10 Jul 2022 10:07:59 GMT

Hi @Divsec, thank you for coming back to me. I believe all wiring was disconnected, as the original master socket is no longer live.

Re: Open Reach repair is causing issues

Divsec — Sun, 10 Jul 2022 11:04:54 GMT

That's very helpful of openreach isn't it🤕 I think it best now to wait for the excellent team here to return on Monday. It should be possible to disable the router led for now. might help

Re: Open Reach repair is causing issues

Anonymous — Mon, 11 Jul 2022 07:31:40 GMT

Morning,

Is it possible that the router was previously connected at an extension socket? Where is the first socket were the line first enters the property?

Thanks

Re: Open Reach repair is causing issues

Copperhead — Mon, 11 Jul 2022 14:19:55 GMT

Hi Michelle, Thank you for picking this up.

The router has always been connected to the master socket. It is one of the first things the engineers have checked, when they've come in the past and it has been like that for 20+ years. (not with same router though).

As I explained in my original post, at the cable entry point into the property, the entry cable previously ran directly into a junction box with another cable running from there, to the master socket which was situated downstairs. The latest engineer has just turned this junction box into a new master socket and disabled the original master socket.

Re: Open Reach repair is causing issues

Chris-TalkTalk — Tue, 12 Jul 2022 07:40:49 GMT

Hi Copperhead,

Did the engineer explain why he was disconnecting the old master socket?

Chris

Re: Open Reach repair is causing issues

Copperhead — Tue, 12 Jul 2022 09:45:40 GMT

Hi Chris,

I have since spoken to my wife, who was present when the repair was made. Apparently, the line from the junction box to the original master socket had failed and it was the only option he could see to get us back online quickly.

Re: Open Reach repair is causing issues

Chris-TalkTalk — Tue, 12 Jul 2022 09:52:31 GMT

OK thanks, so was the socket downstairs and extension socket from the master socket upstairs?

Chris

Re: Open Reach repair is causing issues

Copperhead — Tue, 12 Jul 2022 13:39:54 GMT

Hi Chris, I'm not very articulate and I may have confused things so I'll recap.

The original set up was as follows: The incoming telephone line enters the property in an upstairs bedroom. This goes into a back box (which had a phone socket on the front and for ease, I have previously referred to as a junction box). A cable then runs from this box to downstairs where the master socket is situated (It is this cable that has failed). The router and telephone were both plugged into this downstairs master socket.

The situation now: The engineer has disconnected the downstairs master socket and put a new master socket in the bedroom.

My explanation looks about as clear as mud to me but you may understand it. If not I can try and upload a sketch.

Re: Open Reach repair is causing issues

Chris-TalkTalk — Tue, 12 Jul 2022 14:18:23 GMT

OK thanks for the clarification. Did the engineer give any explanation why he just didn't replace the cable to the master socket?

Chris

Re: Open Reach repair is causing issues

Copperhead — Wed, 13 Jul 2022 16:03:57 GMT

Hi Chris,

I understand it was because the cable runs round the property and through an extension built in the 1970's (so it's quite an old cable) and it would have been a major job.

Re: Open Reach repair is causing issues

Chris-TalkTalk — Thu, 14 Jul 2022 06:47:14 GMT

OK thanks. We can arrange to have the master socket moved but this is chargeable at £128.40. Regarding the light on the router, which router do you have? There is an option on some of our routers to reduce the brightness of the light

Chris

Re: Open Reach repair is causing issues

Copperhead — Thu, 14 Jul 2022 22:52:11 GMT

Hi Chris,

Yes, would be happy to go ahead with that. Do they just turn up or prearrange a day?

The router is a Sagemcom TalkTalk wifi hub. I can't find a model number.

Re: Open Reach repair is causing issues

Chris-TalkTalk — Fri, 15 Jul 2022 06:33:27 GMT

They will prearrange a day. I've sent you a PM to confirm some details

Chris