topic Re: No internet for 3weeks in Broadband

No internet for 3weeks

danic87 — Mon, 30 Sep 2024 17:52:50 GMT

Where do I start! It’s now been 3weeks and still have no internet. Reported it on the first day the connection went down and was told line test was fine, did all the usual reset router etc and still the same. 3days later after numerous calls and a conversation with the complaints manager they sent me a new router. New router comes still the same, no internet flashing Amber. After non stop calls they finally sent me and engineer who attended , unfortunately he could not fix the issue and escalated it to openreach. I was called by talk talk and arrange an appointment and was told they would attend 26th between 1-6pm they didn’t come to the house waited in all day! Called TalkTalk back to inform them no engineer attended and was told they had fixed the issue outside, well they hadn’t because I still have no internet. I was then told by a different agent that openreach had escalated it to bright sparks and they would come today between 12-3pm - still no internet. I can’t work from home and I’m paying for something I haven’t had for the last 3weeks, I’m unable to work from home and it’s become very stressful with no update on next steps or what is going on

Re: No internet for 3weeks

Chris-TalkTalk — Tue, 01 Oct 2024 07:26:55 GMT

Hi danic87,

I'm sorry for any inconvenience caused by this issue, I'll take a look at it now and get back to you with an update

Chris

Re: No internet for 3weeks

Chris-TalkTalk — Tue, 01 Oct 2024 07:43:26 GMT

Could you confirm that it's still not working today as our systems are showing that you currently have an internet connection

Thanks
Chris

Re: No internet for 3weeks

danic87 — Thu, 03 Oct 2024 07:38:22 GMT

I have another engineer coming today. The issue is the test shows my line is working fine but when the engineer came last time he said it’s not and couldn’t fix it and was escalated to open reach who again said they fixed the issue outside but obviously there is something wrong somewhere as if the engineer even couldn’t find a connection from my house yet TalkTalk test keeps showing my line is fine. I will wait to see what happens today but I doubt it will be fixed as the last engineer couldn’t fix it or had no idea what the issue was. Even my test socket doesn’t have a connection

Re: No internet for 3weeks

Chris-TalkTalk — Thu, 03 Oct 2024 07:51:56 GMT

OK thanks. If it's showing OK at our end but no connection at your end then it could be a crossed line. Does your telephone service work OK?

Chris

Re: No internet for 3weeks

danic87 — Thu, 03 Oct 2024 11:15:50 GMT

So engineer came, unable to fix just as the other engineer. No internet at all coming through to our flat and is going to escalate again to open reach. My concern is this was escalated last week to open reach who apparently said the issue was fixed and I can’t afford to be without internet much longer, so worried the same thing will happen. There’s definitely a cross wire somewhere

Re: No internet for 3weeks

Chris-TalkTalk — Thu, 03 Oct 2024 11:24:26 GMT

Sorry to hear that the engineer was unable to fix it. If you all 17070 from your landline is the number read back to you your number?

Chris

Re: No internet for 3weeks

danic87 — Sat, 05 Oct 2024 11:48:57 GMT

I don’t have a home phone. And the issue is still not fixed so now no internet for 4wks and open reach keep saying they have fixed the issue but they haven’t

Re: No internet for 3weeks

Gliwmaeden2 — Sat, 05 Oct 2024 11:59:02 GMT

It will really help if you can borrow a landline handset just to plug it in and check the number that's read back to you (surprising this isn't done by engineers..).

Post the number in Private Notes, not in this thread. Go via your avatar; settings; drop down menu. Choose Personal Information. Private Notes is near the end of that section. Scroll down to SAVE CHANGES.

Staff are not back on here before Monday.

Re: No internet for 3weeks

Chris-TalkTalk — Mon, 07 Oct 2024 06:45:01 GMT

Hi danic87,

How are you getting on, did you manage to borrow a telephone?

Chris

Re: No internet for 3weeks

danic87 — Mon, 07 Oct 2024 06:58:54 GMT

Unfortunately no friends have a home phone. I’m sure the first engineer had confirmed that something was wrong with my phone line and thought this should be in the report. As he didn’t mention there is an error with my phone line, would this not have been raised with open reach? If it was also my phone line

Re: No internet for 3weeks

Chris-TalkTalk — Mon, 07 Oct 2024 08:30:39 GMT

Just to confirm, the telephone number in your community profile is your current TalkTalk landline telephone number?

Chris