topic Re: Exchange Exception in Broadband

Exchange Exception

Patk1000 — Sat, 06 Jan 2024 14:27:58 GMT

Hello Again

If you are reading my post you will realise I am not a happy bunny !!

Apparently my problem is with Openreach and described as an Exchange exception.

Please what the hell is an Exchange Exception ? and why is this only discovered after Activation Day and not before ?

Thank you

Pat

Re: Exchange Exception

Gliwmaeden2 — Sat, 06 Jan 2024 14:56:53 GMT

@Patk1000, forum staff are not on here at weekends, so won't respond before Monday.

Best not to keep opening new threads if possible.

Re: Exchange Exception

Gondola — Sat, 06 Jan 2024 14:58:16 GMT

Hi @Patk1000

TalkTalk Support will pick up this topic and if this Community profile is linked to the new customer MyAccount they'll be able to look at the order status.

Just in case it would be worth adding a new account number / order number to your Community profile Private Notes.

I have looked at the Southport exchange and it's not listed as a Stop Sell exchange so it's not a Stop Sell Exception that's being sought. 'Exchange exception' is therefore likely to refer to an unexpected fault condition.

Do you happen to know the exchange name? Let us know your Post Code so long as that doesn't reveal any personal data any more than you've already posted.

Re: Exchange Exception

Patk1000 — Sat, 06 Jan 2024 15:31:49 GMT

Post code PR9 0PY account No obscured for customer security

Re: Exchange Exception

Gondola — Sat, 06 Jan 2024 15:49:13 GMT

OK. I selected a random address from the post code just to look at the BT Openreach data. Nothing unusual and it's definitely not a Stop Sell exchange but may have capacity issues or other provisioning issues that have just been discovered. There's network maintenance scheduled for 10th January but I cannot tell if that's a related issue.

Hoping that TalkTalk will be able to give you an update or order status but feel free to call or Chat.

LiveChat and TalkTalk contact information

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Landline calls to Customer Services on 0345 172 0088 are free from a TalkTalk home 'phone but otherwise are at a standard landline call rate.

Mobile calls to Customer Services on 0203 441 5550 and Text Relay Service is 18001 then 0345 172 0088.

Re: Exchange Exception

Patk1000 — Sun, 07 Jan 2024 10:40:10 GMT

Would this problem occur with any ISP or is it TalkTalk specific ?

Re: Exchange Exception

Gondola — Sun, 07 Jan 2024 12:02:16 GMT

This problem being? The one you need to talk to TalkTalk about?

If TalkTalk confirm the order provisioning is being held up by Openreach then yes the problem would apply to any ISP using the Openreach network connection to your home.

Re: Exchange Exception

Gondola — Sun, 07 Jan 2024 13:44:47 GMT

Just to add for TalkTalk Support benefit that this 'fault' issue, whatever it is, is duplicated in a second topic here. Only one topic needs to be actioned.

Re: Exchange Exception

Arne-TalkTalk — Mon, 08 Jan 2024 09:59:39 GMT

Hi Patk1000

Sorry that your are having problems.

There are notes on your account saying this has been escalated to Openreach by our provisioning team next update is the 10th.

Regards

Re: Exchange Exception

Patk1000 — Mon, 08 Jan 2024 16:03:23 GMT

All fixed now thank you all so much for all your help it appreciated so very much

Re: Exchange Exception

Arne-TalkTalk — Tue, 09 Jan 2024 09:14:06 GMT

Excellent. Thanks for the update.