topic Re: Issues with service in Broadband

Issues with service

gordonogle — Sun, 20 Nov 2022 14:54:32 GMT

The Week beginning Monday 31st October we had issues with our internet and arrangements were made for an Engineer to call, which he did. The Engineer found issues outside the property and spent a considerable time changing lines at the junction boxes. See TalkTalk team e-mail received Nov 4th.

We're very sorry you've had a problem with your broadband service. An engineer has recently done some repair works on your line, and your connection might take a few days to adjust.

We'll keep an eye on your service and if the problem happens again we'll let you know what we're doing to fix it.

On Saturday 12th November we lost the internet again, signs were experienced Friday 11th. Defect reported Saturday 12th November. See TalkTalk team e-mail received Nov 13th.

We've had a look at your connection and unfortunately found a problem between the exchange and your home, which could be

We'll send an Openreach engineer to fix the issue within the next 2-3 working days. Don't worry, you won't need to be at home for this, and there is no charge. We'll let you know as soon as it's fixed. We're sorry for any inconvenience this has caused.

Tuesday 15th

An Engineer called at 10 am and said he was on his way to the property, I did mention the e-mail above, he said he needed to access the modem. He arrived 10:30 and left 17:00 and although internet was restored, faults were still on the system and he informed us that he would return tomorrow (Wednesday 16th) . The engineer informed us that work that had taken place previously was not completed correctly.

Wednesday 16th

The same engineer informed us at 16;00 system has no faults.

Sunday 20th

I ran a service status, to keep check on the faults that had been repaired and low and behold

We suspect an issue with your broadband

We need to run a line test between our network and your home.

During the test, your broadband and phone line will temporarily disconnect.

In order for us to keep you updated, we need your mobile number.

1) phoning: no one understand even my post code.......... and I talk really slowly

2) Chat: 2 hours waiting for an agent and still no response

A very frustrated customer

Gordon

Re: Issues with service

Skynet_TX — Sun, 20 Nov 2022 17:25:57 GMT

Hi @gordonogle,

So just to confirm, are you still actually experiencing problems with the service, or are you just concerned that the service centre website is saying there is still an issue, but things are working ok ?

The support team here will be back tomorrow and will be able to help further if you are still having issues.

Re: Issues with service

Anonymous — Mon, 21 Nov 2022 07:57:12 GMT

Morning,

I'm sorry to hear this. I've run a test on the line which is clear and the connection stats look consistent. Can I just confirm, are you experiencing any issues with the performance of the connection at the moment?

Thanks

Re: Issues with service

gordonogle — Mon, 21 Nov 2022 08:27:16 GMT

Good morning Michelle,

A few occasions I noticed only 3 bar signal, hence the reason for completing the test, again running a connection test this morning it is showing the following.

We suspect an issue with your broadband

We need to run a line test between our network and your home.

During the test, your broadband and phone line will temporarily disconnect.

In order for us to keep you updated, we need your mobile number.

regards

Gordon

Re: Issues with service

Anonymous — Mon, 21 Nov 2022 09:05:20 GMT

Hi,

Thanks for confirming. One of the line tests is showing an inconclusive line test result. Does your main socket have a test socket please? If it does then would it be possible to connect the microfilter and router at the test socket so we can re-run the test again please? Is it just the wireless connection which is affected? Is this affecting the speed or the stability of the wireless connection?

Thanks

Re: Issues with service

gordonogle — Mon, 21 Nov 2022 09:08:57 GMT

Hi Michelle,

The Engineer on Tuesday 15th though he had solved the problem, but when testing the system he still found a fault, at that point late in the evening he changed the socket with the new filter, he then run a further test and confirmed the fault was still there.

Re: Issues with service

Anonymous — Mon, 21 Nov 2022 09:23:30 GMT

Hi,

Would it be possible to connect the router at the test socket just so we can see what the results show? Is it currently only the wireless connection which is dropping? Do you have any devices connected wired? If so, do they also lose the connection at the same time?

Thanks

Re: Issues with service

gordonogle — Mon, 21 Nov 2022 10:02:50 GMT

Please kindly advise which is the test socket

Re: Issues with service

Anonymous — Mon, 21 Nov 2022 10:06:05 GMT

Hi,

I've included a Help Guide below,

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Re: Issues with service

Anonymous — Fri, 25 Nov 2022 09:38:56 GMT

Morning,

How are you getting on?

Thanks

Re: Issues with service

gordonogle — Fri, 25 Nov 2022 12:05:21 GMT

Hi Michelle.

Struggling to send this message, everything fine till this morning, now only two bars showing, not good

Re: Issues with service

Karl-TalkTalk — Fri, 25 Nov 2022 12:46:15 GMT

Line tests are showing a Battery Fault on the line, so I've logged this out to Openreach.

Karl.

Re: Issues with service

gordonogle — Fri, 25 Nov 2022 13:32:29 GMT

Hi Karl,

This is becoming a nightmare......................certainly not acceptable. I am paying for a service that is certainly not being provided

Re: Issues with service

gordonogle — Fri, 25 Nov 2022 13:33:50 GMT

So, I'm assuming another weekend without internet and having to use my mobile data which is rapidly running out

Re: Issues with service

Karl-TalkTalk — Fri, 25 Nov 2022 13:36:38 GMT

I've logged this as a non appointed engineer so Openreach should dispatch a line engineer within 24hrs.

Karl

Re: Issues with service

gordonogle — Tue, 29 Nov 2022 14:32:52 GMT

Good day Karl,

Just to inform you, Openreach finally arrived today, so another day wasted having to stay at home.

Arrived here and confirmed line fault, currently investigating the problem.

Could you tell me why when I mention putting me in contact with someone at TALKTALK regarding the service provided, it is totally ignored?????????????

Re: Issues with service

Chris-TalkTalk — Tue, 29 Nov 2022 15:42:46 GMT

Hi gordonogle,

Glad to hear that Openreach are investigating, apologies for any inconvenience.

Sorry, who would you like to be put in touch with?

Chris

Re: Issues with service

gordonogle — Tue, 29 Nov 2022 18:10:01 GMT

Hi Chris,

The Openreach engineer left at 4pm and he informed me that he found more faults on the line, in addition to faults found early November and end of October.

I am using my data off my mobile phone to write this, as he said it would take some time for the signal to stabilize.

Regarding who I need to be in contact with are:

1) I have paid the monthly fee for a service I have not received and I am looking for some compensation, who do I need to speak too?

2) The Engineer informed me that near my property there is a fibre connection, and that this would provide us with a better service, who do I need to speak too?

Re: Issues with service

Anonymous — Wed, 30 Nov 2022 06:49:26 GMT

Morning,

Thanks for the update. If the connection needs swapping to a different port or line, then this is usually done by the engineer at the time of the fault investigation. I've also included our Compensation Policy below.

About your auto compensation credit - TalkTalk Help & Support

Thanks

Re: Issues with service

gordonogle — Wed, 30 Nov 2022 08:51:06 GMT

Good morning,

The lines have been changed many times since October by the engineers,but these are the old lines, not the fibre broadband line that the engineer mentioned yesterday.