topic Re: Persistent and recurrent internet outages since joining in Broadband

Persistent and recurrent internet outages since joining

M_stringer33 — Wed, 17 Jan 2024 09:06:11 GMT

Since joining TalkTalk in September 2023, we have encountered recurrent and disruptive internet outages, some lasting hours. Most of the time, I call TalkTalk technical support to report this and in an attempt to get back online. Each time, we spend up to an hour "diagnosing" the issue - sometimes our connection is restored before the end of the call, but often it isn't. I'm starting to think this is more down to chance than anything the technical department is doing, since I haven't been able to report the past four outages (since 14/01/24), and the connection has eventually been spontaneously restored.

The last time I spoke with Technical Support, on 13/01/24, following yet another drop in service, I was told the connection would be monitored, and I requested a call back with complaints, but as yet I have heard nothing from TalkTalk.

We have established that there is no issue with the EERO. When we suffer these outages, we find that the broadband light and service light are off on the black box on the wall (Power and Ethernet are still green), although sometimes the broadband light does flash orange, which seems to throw technical support every time as they repeatedly ask me to confirm the status of my lights.

Often, I am told that this is an issue with City Fibre, and they need to raise it with them, and someone might need to come out. Since I first started reporting the issues, I've been having to TalkTalk; no one has yet been out. I have tried speaking with City Fibre direct; however, they advised they were unable to talk to me, and any request must come via TalkTalk.

As someone who frequently works from home, a stable internet connection is crucial for my job. The consistent interruptions during meetings and the subsequent inability to log back in for hours are not only disruptive but also impacting my work performance. This often requires me to make up lost hours in my personal time, which is unacceptable.

TalkTalk's promise of a "faster, more reliable connection" has unfortunately become a source of irony among my family and friends, given the ongoing issues we've faced. If this situation persists, I may have no choice but to consider canceling my contract and returning to our previous service provider, where such problems were nonexistent.

I urge you to address these issues promptly and effectively to restore the service for which I am paying. I appreciate your attention to this matter and hope for a resolution soon.

Kind regards,

Re: Persistent and recurrent internet outages since joining

KeithFrench — Wed, 17 Jan 2024 09:15:23 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Wed, 17 Jan 2024 09:21:55 GMT

Hi M_stringer33

I'm really sorry to hear this.

I've escalated this to our Faults Team to investigate and I will post back as soon as I receive further information.

Thanks

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Thu, 18 Jan 2024 07:20:23 GMT

Hi M_stringer33

Can I just check, did my colleague from our Faults Team make contact with you yesterday?

Re: Persistent and recurrent internet outages since joining

M_stringer33 — Thu, 18 Jan 2024 08:57:17 GMT

Morning Debbie,

Someone from the Higher Technical Department contacted me yesterday following escalation of the issues I've been having. Fingers crossed.

Kind regards,

Mark

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Thu, 18 Jan 2024 09:00:38 GMT

Hi Mark

I'm so glad to hear this.

I will also keep monitoring for additional updates from the team.

Thanks

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Fri, 19 Jan 2024 09:30:21 GMT

Morning Mark

My colleague has told me that this fault should now be resolved but you are going to monitor over the weekend to make sure it is fully resolved.

How's the connection been?

Re: Persistent and recurrent internet outages since joining

M_stringer33 — Fri, 19 Jan 2024 13:48:56 GMT

Hi Debbie,

So far, so good thanks.

Mark

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Fri, 19 Jan 2024 13:52:16 GMT

Hi Mark

I'm so glad to hear this 🙂

My colleague said they will check in again with you after the weekend to make sure everything is still working ok.

Thanks again.

Debbie

Re: Persistent and recurrent internet outages since joining

Anonymous — Tue, 23 Jan 2024 07:38:22 GMT

Morning Mark,

How has your connection been over the weekend?

Thanks

Michelle 🙂

Re: Persistent and recurrent internet outages since joining

M_stringer33 — Tue, 23 Jan 2024 08:58:07 GMT

Morning,

The connections appears to have been stable over the weekend with no drop outs as far as I am aware. Fingers crossed it continues.

Thanks,

Mark

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Tue, 23 Jan 2024 09:04:29 GMT

Hi Mark

That's great news 🙂

If you do experience any further issues then please let us know.

Thanks

Debbie

Re: Persistent and recurrent internet outages since joining

M_stringer33 — Tue, 23 Jan 2024 21:57:55 GMT

Hi Debbie,

After a period of stable connection over the weekend I’ve since lost service twice this evening. This is most frustrating as the complaints team contacted me this afternoon to close out the issue as they said there was no more to be done.
What can I do next, this issues been on going for months.
Thanks,
Mark

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Wed, 24 Jan 2024 06:51:05 GMT

Hi Mark

I'm really sorry to hear this.

Let me speak to the team and come straight back to you.

Thanks

Re: Persistent and recurrent internet outages since joining

M_stringer33 — Wed, 24 Jan 2024 19:08:01 GMT

Hi Debbie,

Any update?

Thanks,

Mark

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Thu, 25 Jan 2024 06:46:49 GMT

Hi Mark

I've chased for an update and I should hear back today. I will post back here as soon as I receive further information.

Thanks

Debbie

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Thu, 25 Jan 2024 09:28:53 GMT

Hi Mark

The team have advised that they are in contact with City Fibre to escalate this issue. This may need another engineer visit but they will let me know as soon as City Fibre come back to them.

Thanks again.

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Fri, 26 Jan 2024 13:51:19 GMT

Hi Mark

We are still chasing for updates on this fault, I'm sorry for the delays.

I will let you know as soon as the team come back to me.

Thanks

Debbie

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Mon, 29 Jan 2024 10:23:49 GMT

Hi Mark

I've chased for another update this morning and I should hopefully have additional updates today.

Thanks

Debbie

Re: Persistent and recurrent internet outages since joining

Debbie-TalkTalk — Tue, 30 Jan 2024 07:44:31 GMT

Hi Mark

Our Faults Team have been trying to contact you, have you received their messages?