topic Re: Complete outage in Martins Heron, Bracknell in Broadband

Complete outage in Martins Heron, Bracknell

tjb001 — Mon, 18 Jul 2022 10:01:58 GMT

Hello All,

Our main connection box was apparently "hit by a vehicle" on 13th July and the entire area served by this PCP is completely out. I guess that Openreach are dealing with the problem but there has been no information from TT.

I would appreciate any ETA on a fix as I and many neighbours WFH and rely on our BB connections. The other problem is that the mobile coverage is OK for calls but the "4G" data is appalling!!

Re: Complete outage in Martins Heron, Bracknell

Skynet_TX — Mon, 18 Jul 2022 20:02:31 GMT

Hi @tjb001,

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they may then be able to get an update for you.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: Complete outage in Martins Heron, Bracknell

Anonymous — Tue, 19 Jul 2022 07:16:26 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Tue, 19 Jul 2022 10:21:23 GMT

Thanks for the information and tips, I have updated my profile accordingly.

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Tue, 19 Jul 2022 11:18:55 GMT

Hi tjb001,

Thanks for updating your profile. Just to confirm, is your telephone line dead, no dial tone?

Chris

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Tue, 19 Jul 2022 11:23:11 GMT

Hi Chris,

Everything is dead, BB and phone. Openreach's contractors are working on the main cabinet in Wychwood Avenue, this is being replaced, I'm surprised you have not been informed by them as it was listed as a major outage. This cabinet was "hit by a car".

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Tue, 19 Jul 2022 11:42:48 GMT

Thanks. I've checked another system and I can see that this has actually been raised to Openreach and it's been linked to the incident. The incident is still ongoing but there's no time frame showing for completion. If you could bump the thread tomorrow we can check for further updates. Apologies for any inconvenience

Chris

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Wed, 20 Jul 2022 10:01:56 GMT

Hello Chris,

My connection came back to life briefly last night for about 2 hours then disconnected. It was also back at around 7:45am this morning, not sure if it still up as I am in the office. Would you kindly update me on the current status as my TT web pages is still sating that the fault is in progress? As you can imagine, I am not happy as we have been without internet connectivity for 1 week which I find unacceptable.

Thanks,

Tim.

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Wed, 20 Jul 2022 10:44:02 GMT

Hi Tim,

The incident has now been closed and I can confirm that your connection is still up so hopefully it's resolved now, apologies for any inconvenience

Chris

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Wed, 20 Jul 2022 10:47:38 GMT

Hi Chris,

Thanks for your reply. much appreciated, I will keep my fingers crossed.

On a side note, it would be good to find out what was the actual cause of this incident and what measures OR have put in place to mitigate future occurrences, if any?

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Wed, 20 Jul 2022 11:42:31 GMT

I'm afraid we don't have much information about it, it's just classified as an 'Openreach Proactive Infrastructure' but it does appear to be resolved now so hopefully you won't experience any further issues

Chris

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Thu, 21 Jul 2022 15:58:26 GMT

Hello Chris,

Just so you know, the system is saying this, is it fixed/closed or not?

I am not currently at home so cannot confirm.

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Fri, 22 Jul 2022 06:32:30 GMT

Hi tjb001,

I'm sorry about this, I've checked again, it did appear to be closed but now appears to be ongoing. How has it been at your end, have you had any service?

Chris

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Fri, 22 Jul 2022 09:22:51 GMT

Hi Chris,

The service is sporadic, up for an hour and then down for 3 or four. It was down for most of the evening and back on early morning, seems to be holding up for now. One of our near neighbours who lives next to the incident just posted on our local char group: "I live right by the cabinet and have spoken to the engineers as that appears to be the only way to get updates. It was actually the power that was knocked out by the RTA and they are waiting for SSE to restore, they are coming periodically to replace the batteries in the cabinet hence it’s going up and down!"

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Fri, 22 Jul 2022 09:26:24 GMT

Can you please post this to my fellow TT customers who are served by the PCP in Wychwood Avenue, Martins Heron/The Warren in Bracknell.

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Fri, 22 Jul 2022 13:57:15 GMT

The latest update says that a review date has been set for the 25th, if you don't hear anything beforehand can you bump the thread on Monday and we'll check for further updates

Chris

Re: Complete outage in Martins Heron, Bracknell

tjb001 — Mon, 25 Jul 2022 10:51:33 GMT

Hello Chris,

As of 11:45am on Monday 25th July we still have no update and the service is still down 12 days after reporting the fault. Do you have any update on resolution of this outage?

Thanks,

Tim.

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Mon, 25 Jul 2022 11:21:38 GMT

I'm sorry this is taking so long to resolve. There's no further updates at the moment but I'll check again later

Chris

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Mon, 25 Jul 2022 13:35:13 GMT

I've checked again but still no update so I'll check again in the morning

Chris

Re: Complete outage in Martins Heron, Bracknell

Chris-TalkTalk — Tue, 26 Jul 2022 08:33:18 GMT

Hi tjb001,

There was an update later yesterday afternoon just basically saying that the issue is ongoing and an update is expected on the 29th. If you don't hear anything beforehand can you bump the thread on the 29th and we'll check for further updates. I'm sorry it's taking so long to resolve

Chris