topic Re: No phone no broadband in Broadband

No phone no broadband

milspectees — Wed, 20 Sep 2023 11:58:50 GMT

Since yesterday morning I have had no phone or broadband. Talktalk say an OR engineer is looking at it. Openreach say there is no work order. Who's lying? My bet it isn't Openreach.

Re: No phone no broadband

Debbie-TalkTalk — Wed, 20 Sep 2023 12:01:51 GMT

Hi milspectees

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: No phone no broadband

milspectees — Wed, 20 Sep 2023 12:08:17 GMT

i have done that and the fault ref is REP-13402159

Re: No phone no broadband

Debbie-TalkTalk — Wed, 20 Sep 2023 12:13:12 GMT

Hi milspectees

Thanks for updating your Community Profile.

I can see that this fault is with Openreach and a line engineer is due to investigate this fault today.

Openreach have left the below notes:

As per the latest update the fault is scheduled for 20/09/2023, however this is not guaranteed and could be subject to change. Kindly review on 21/09/2023, for any further updates.

I will check on this fault again tomorrow morning for additional updates from Openreach.

Thanks again.

Re: No phone no broadband

milspectees — Wed, 20 Sep 2023 17:56:42 GMT

Openreach engineer who is a neighbour told me this afternoon not to hold my breath for a quick fix, there are only 5 properties in the postcode (middle of nowhere). All the other 4 properties have functioning landline and broadband and of the 5 we are the only TalkTalk customer. Explain to me how these 4 properties are OK and everything comes here on the same copper from the same cabinet yet we are the only ones with a fault.

Re: No phone no broadband

ferguson — Wed, 20 Sep 2023 18:55:14 GMT

Well, Openreach are responsible for maintaining the network and individual lines regardless of provider, so it seems you have an issue that others don't. Your neighbour's comments should be taken with a pinch of salt, it looks like it is their company who is letting you down, while TalkTalk get the flak.

Re: No phone no broadband

Debbie-TalkTalk — Thu, 21 Sep 2023 05:44:17 GMT

Hi milspectees

The fault is still with Openreach, no additional updates at the moment.

I will keep checking the fault ticket for updates from Openreach.

Thanks

Debbie

Re: No phone no broadband

milspectees — Thu, 21 Sep 2023 11:11:43 GMT

I have been told today that Openreach have given a fix by date of 25/09/2023 as they have to wait for a part. Considering that there has been a reported fault on the line (failure to reach guaranteed speed) since early July and TalkTalk's and Openreach's only solution to that was to tell me I should buy a third party router as the TalkTalk router is inadequate, which indeed it is 12mbps with the TalkTalk router versus 22mbps with a Tp-Link router that cost me £150 just to use a service I'm already paying for.

Re: No phone no broadband

Karl-TalkTalk — Thu, 21 Sep 2023 11:15:03 GMT

I'm glad to hear that Openreach have given a provisional resolution date for you.

With regards to the router, routers will often sync at a different rate based on the chipset they use and the chipset in use on the openreach equipment. We should see a better sync rate once openreach have resolved the issue fully.

Thanks

Karl.

Re: No phone no broadband

milspectees — Thu, 21 Sep 2023 11:29:30 GMT

What you are in effect saying is that anything that doesn't have a Broadcom chipset (as does my Tp-Link router) is useless on Openreach's network and that's nonsense. The Sagecom router that you supply is a low end modem. In any case I'm not talking about sync speed. Using the Sagecom router I will (when the line is actually working) get a DSL sync of around 19mbps and throughput of between 10 - 12mbps. Open reach test kit sync's at around 24 - 26mbps and my TP-Link router syncs around 23 - 25mbps with a throughput of around 22 - 23mbps. Those stats alone prove that the Sagecom router TalkTalk supplies isn't fit for purpose as it is unable to achieve YOUR guaranteed speeds. As for seeing a better sync rate when it's fixed... I had a good sync rate and throughput with a third party router.

Re: No phone no broadband

Karl-TalkTalk — Thu, 21 Sep 2023 12:43:58 GMT

There are different chipsets across the Openreach estate and we do see different models give different results, but true testing can be done as soon as the issue is resolved for you.

Thanks

Karl.

Re: No phone no broadband

Debbie-TalkTalk — Fri, 22 Sep 2023 06:38:23 GMT

Hi milspectees

The engineer is now scheduled to investigate this fault today 22/09. We will monitor for updates later this afternoon.

Thanks

Re: No phone no broadband

milspectees — Fri, 22 Sep 2023 07:32:23 GMT

So, I was lied to yesterday on the phone when I was told the engineer had already attended the exchange and the fix would need a part not available until 25/9/2023.

Re: No phone no broadband

Debbie-TalkTalk — Fri, 22 Sep 2023 07:45:35 GMT

Hi milspectees

I'm not sure what was advised yesterday but I can only apologise that this fault is still ongoing.

Openreach only advised on the fault ticket that an engineer will be attending/investigating today.

Re: No phone no broadband

Debbie-TalkTalk — Mon, 25 Sep 2023 09:20:44 GMT

Hi milspectees

I can see that Openreach have closed the fault as resolved - In Joint AreaCable

Is everything working ok now?

Re: No phone no broadband

Anonymous — Wed, 27 Sep 2023 07:16:13 GMT

Morning milspectees,

Just checking back in to see if everything is now working ok for you?

Thanks

Michelle