topic Re: Internet broken. No sign of BT engineer in Broadband

Internet broken. No sign of BT engineer

DaveStu — Mon, 29 Jan 2024 20:11:57 GMT

I reported internet failure on Jan 26th. Nothing seemed to be happening, so I went through the painful task of online chat a few days later where they asked me an annoying load of questions, without paying attention to the answers. I was told a BT engineer would visit, but have had no update since.

Like most, I rely on the internet for work. When will the engineer visit?

thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 08:43:17 GMT

Hi DaveStu,

Can you please add your TalkTalk landline number or account number to your community profile and we'll take a look at this for you

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 09:22:48 GMT

Done. Thanks.

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 09:55:38 GMT

Done. Thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:02:18 GMT

Thanks. Is your telephone service working OK?

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:04:33 GMT

I have no idea if the phone is working. I don't have a handset.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:06:34 GMT

OK, how many telephone sockets do you have? Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:10:22 GMT

I have one socket. I've tried multiple routers. I've tried a direct connection to the master socket. Nothing works. I believe the fault lies outside my house. I was told a BT engineer was booked, but have seen no update on this and your website no longer shows my open connection issue report.

Thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:17:19 GMT

OK thanks for the information. I'll look into it and get back to you

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:23:25 GMT

Great. Thanks for your help Chris.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:24:35 GMT

No problem 🙂

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:29:32 GMT

Line test is picking up a potential problem. To investigate further we'll need to arrange an engineer visit. If you'd like me to do this please let me know and I'll confirm some details with you

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:32:00 GMT

I spent nearly an hour online chatting with your customer support a few days ago and they said they'd arranged an engineer visit already. What happened to this appointment?

Thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:34:51 GMT

I'm sorry, I'm not sure what happened, there's note saying that they had agreed to arrange an engineer visit but there's no indication that the engineer was ever booked.

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:35:34 GMT

Please can you book one in as a priority please? Thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:37:14 GMT

OK, no problem, can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:38:54 GMT

I accept the potential engineer charges and can be available for whatever the earliest appointment time is (either morning or afternoon). Thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:43:50 GMT

Thanks. We can usually get an appointment for next working day so are you available tomorrow if it's available?

Chris

Re: Internet broken. No sign of BT engineer

DaveStu — Tue, 30 Jan 2024 10:44:29 GMT

Yes. Tomorrow would be great. I can be available. Thanks.

Re: Internet broken. No sign of BT engineer

Chris-TalkTalk — Tue, 30 Jan 2024 10:45:12 GMT

OK, I'll book the engineer now and get back to you with the details

Chris