topic Re: Broadband in Broadband

Broadband

PaulD02 — Mon, 06 Jan 2025 09:52:26 GMT

Haven’t had broadband since Thursday, apparently Openreach are supposed to be working on it, very little customer communication apart from a text. Shambles.

Re: Broadband

Debbie-TalkTalk — Mon, 06 Jan 2025 10:31:57 GMT

Hi @PaulD02

I'm really sorry to hear this.

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: Broadband

PaulD02 — Mon, 06 Jan 2025 12:42:13 GMT

Hi Debbie, I have added my details as requested, I have had a text saying it’s going to be fixed tomorrow now, I don’t have any faith in that as I received a text on Saturday saying the same, hopefully this will be reflected in my bill this month?

Re: Broadband

Gliwmaeden2 — Mon, 06 Jan 2025 13:11:45 GMT

@PaulD02, once the issue is resolved, automatic compensation would be applied c 30 days later, so take a look at how this works, here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: Broadband

Debbie-TalkTalk — Tue, 07 Jan 2025 07:16:16 GMT

Hi @PaulD02

Thank you for updating your Community Profile.

Openreach are currently working to resolve this fault. I will check on this again later this afternoon for additional updates from Openreach.

I can see that @Gliwmaeden2 has also linked to our auto compensation page.

Re: Broadband

Debbie-TalkTalk — Tue, 07 Jan 2025 12:15:39 GMT

Hi @PaulD02

Openreach have added notes to say that they are working on the fault and that this is related to a bigger fault in the area.

I will keep checking for updates.

Re: Broadband

Debbie-TalkTalk — Wed, 08 Jan 2025 07:57:12 GMT

Hi @PaulD02

There are no additional updates from Openreach as yet but we should hopefully have more information later this afternoon.

Thanks

Debbie

Re: Broadband

Debbie-TalkTalk — Thu, 09 Jan 2025 07:17:19 GMT

Hi @PaulD02

I will contact Openreach today to try and get some more information as the only information provided so far is that they are working to resolve this fault.

Thanks

Re: Broadband

Debbie-TalkTalk — Thu, 09 Jan 2025 10:41:35 GMT

Hi @PaulD02

I have spoken to Openreach this morning and they have provided the following update:

I have checked and this line is impacting with a major service outage and that's why this fault is associated with an incident. Main issue is faulty DP (Distribution point) and the team are already working on this and provided targeted fix date is showing for 09-01-2025. Please review back on 10/01/25 for further updates.

Re: Broadband

PaulD02 — Thu, 09 Jan 2025 20:56:08 GMT

Hi Debbie, thanks for the update and your continued support, we are still down. Fingers crossed for tomorrow.

Re: Broadband

Debbie-TalkTalk — Fri, 10 Jan 2025 09:40:45 GMT

Hi @PaulD02

No problem 🙂 I will keep you updated as soon as Openreach update the fault.

Re: Broadband

Debbie-TalkTalk — Fri, 10 Jan 2025 12:55:31 GMT

Hi @PaulD02

I've contacted Openreach for an update and they have advised the following:

I have checked the fault and it is linked with an Major Service Outage - Hardware issues identified affecting street side cabinet - Engineering task raised to investigate awaiting allocation. Replacement hardware has now been delivered to site. The required by date is showing as 21-01-2025 and further updates should be available on 22-01-2025. Apologies for the delay.

Re: Broadband

PaulD02 — Tue, 14 Jan 2025 14:56:31 GMT

Hi Debbie, I have received an email from TalkTalk today claiming that the problem is resolved, I am having to still keep restarting my router and it’s definitely not working properly today?

can you please advise.

Re: Broadband

Debbie-TalkTalk — Wed, 15 Jan 2025 07:03:16 GMT

Morning @PaulD02

I can see that Openreach have now closed the fault as work has been completed on the line.

The line tests are clear but we have received the following message:

No problem found on the Openreach network. The performance of this service may be impacted by a recent mass sync event. Submitting a fault to Openreach cannot expedite the restabilisation of this service.

Please can you monitor the connection over the next couple of days whilst the line is restabilising after the work completed by Openreach.

Re: Broadband

Debbie-TalkTalk — Fri, 17 Jan 2025 06:16:28 GMT

Hi @PaulD02

How's the connection been since your last post?

Re: Broadband

PaulD02 — Fri, 17 Jan 2025 06:36:56 GMT

Good morning Debbie

it is still dropping out and we are having to turn the router on and off to reconnect. This happened at least four times yesterday.

Re: Broadband

Debbie-TalkTalk — Fri, 17 Jan 2025 06:43:22 GMT

Hi @PaulD02

Apologies for this.

Let me run another line test now, I will post back shortly.

Re: Broadband

Debbie-TalkTalk — Fri, 17 Jan 2025 06:50:29 GMT

Hi @PaulD02

The same message has been detected.

I will check this again on Monday. If the connection is still dropping on Monday then I will re raise this fault back over to Openreach, I'm really sorry about this.

Re: Broadband

Chris-TalkTalk — Mon, 20 Jan 2025 07:08:18 GMT

Hi Paul,

How has the connection been over the weekend?

Chris

Re: Broadband

PaulD02 — Mon, 20 Jan 2025 08:25:31 GMT

Hi Chris, no better really and we have to keep restarting the router. I am beginning to think it’s maybe time for a change. As this has been going on since before Christmas.