topic Re: Internet Fault in Broadband

Internet Fault

hatos13 — Tue, 18 Jul 2023 20:41:47 GMT

I dont know if anyone can help but I had an Opnereach Engineer on 27 June. He said the fault was under the pavement and they were going to have to dig it up. I heard nothing and I rang TalkTalk on the 3 July. An Openreach enegineer came out that day & marked the pavement. There is no sign of anybody coming along ro dig up the pavement. I understand I can't contact Openreach directly so I dont know when the problem is going to be fixed.

The line has been really bad tonight when I was trying to watch catch up TV with the internet dropping out about every 10 minutes. What is the best thing to do so the problem gets fixed?

In desperation.

hatos13

Re: Internet Fault

Divsec — Wed, 19 Jul 2023 06:02:15 GMT

Hi @hatos13 well you've certainly been very patient! The team here are great and they will help. Your post has been escalated and you should hear soon.

Re: Internet Fault

Debbie-TalkTalk — Wed, 19 Jul 2023 06:05:48 GMT

Hi hatos13

I'm really sorry to hear this.

It appears that this fault is part of a complex fault (dig work required)

I will contact Openreach this morning to see if they have any additional updates or timescales.

Re: Internet Fault

Debbie-TalkTalk — Wed, 19 Jul 2023 07:09:04 GMT

Hi hatos13

I have spoken to Openreach and they have provided the below update:

Hard dig required to complete the job. Investigation team will be working on this currently for planning and survey and then they will release a estimate and an RBD (require by date) for contractors to finish their work by, for now 5 working days is the lead time for survey and planning, please check back on 24/07/23 for more updates on this fault.

Re: Internet Fault

hatos13 — Wed, 19 Jul 2023 08:57:31 GMT

Thank you very much for this, I am very grateful. I know it is out of TalkTalk's control but when the engineer came on 27 June he said it would be about 5 days. Unfortunately the land line is pretty unusable because it is so crackly. The internet has just dropped out again & overnight according to the log, it dropped out numerous times overnight. It is making it very difficult to do things which require constant connections such as streaming, video calls & even online banking unless we are very lucky.

I suppose there is nothing I can do for Openreach to treat this as urgent?

Thank you very much for your help.

Re: Internet Fault

Debbie-TalkTalk — Wed, 19 Jul 2023 09:08:30 GMT

Hi hatos13

Thanks for your reply.

I'm really sorry about the delays. It's due to the dig work required, including surveys and planning that's causing the delays.

We will continue to chase Openreach for updates on 24/07. Apologies again.

Re: Internet Fault

hatos13 — Wed, 19 Jul 2023 10:58:05 GMT

Thank you very much for chasing this.

Re: Internet Fault

Anonymous — Wed, 19 Jul 2023 10:59:16 GMT

Morning,

No problem and we'll post back as soon as we know more.

Thanks

Re: Internet Fault

Debbie-TalkTalk — Mon, 24 Jul 2023 06:14:43 GMT

Hi hatos13

I will contact Openreach this morning for additional updates on this fault and I will post back on this thread as soon as I have further information.

Thanks

Re: Internet Fault

hatos13 — Mon, 24 Jul 2023 07:26:01 GMT

Thank you very much. We have not heard anything and there is no sign of anyone digging!

Re: Internet Fault

Debbie-TalkTalk — Mon, 24 Jul 2023 08:25:14 GMT

Hi hatos13

Openreach have advised the below:

Notes from engineer: Unable to complete job dig. Investigation team will be working on this currently for planning and survey still no updates yet please wait till today for a further update and please kindly review back track date on : 26/07/2023

I will check again on 26/07. Apologies again for the delays.

Re: Internet Fault

hatos13 — Mon, 24 Jul 2023 11:19:30 GMT

Thank you very much.

Re: Internet Fault

Debbie-TalkTalk — Mon, 24 Jul 2023 11:21:44 GMT

Hi hatos13

No problem, I will post back here on 26/07.

Thanks

Debbie

Re: Internet Fault

Debbie-TalkTalk — Wed, 26 Jul 2023 09:28:32 GMT

Hi hatos13

I've contacted Openreach again this morning and they have advised the below:

Job on hold for the following reason: Zone of Interest
hazardous Pipeline approval to be requested once the job is done notes will be added this job need a Pre-Site Survey and job is sent to re allocate surveyor and we will receive next update by 31/07/23.

Thanks

Re: Internet Fault

hatos13 — Wed, 26 Jul 2023 12:02:20 GMT

Thank you very much. It looks like we will have to wait & hope the internet keeps going.

I am grateful for your help.

Re: Internet Fault

Anonymous — Wed, 26 Jul 2023 12:05:03 GMT

Good afternoon,

Apologies, we'll continue to monitor for updates and will post back as soon as we know more.

Thanks

Re: Internet Fault

Debbie-TalkTalk — Mon, 31 Jul 2023 07:55:31 GMT

Good morning hatos13

I've spoken to Openreach again this morning and they have provided the below update.

The fault is on hold because a hazardous Pipeline to be requested So they are awaiting approval from gas pipe company to proceed further with safety review after 48 working hours.

Apologies again for the delays.

Re: Internet Fault

hatos13 — Mon, 31 Jul 2023 10:29:00 GMT

Thank you very much for keeping me posted.

Re: Internet Fault

Debbie-TalkTalk — Mon, 31 Jul 2023 10:33:42 GMT

Hi hatos13

No problem. We will continue to monitor for additional updates.

Thanks

Re: Internet Fault

Karl-TalkTalk — Thu, 03 Aug 2023 05:44:05 GMT

No updates as yet, Openreach are waiting on the gas company to give approval due to the fault being near gas pipe network.

Karl.