topic Re: BB issues - corroded lines in Broadband

BB issues - corroded lines

Jolie1 — Sun, 13 Apr 2025 07:45:51 GMT

Hello,

I had an engineer out in Feb following updating an old router and Wi-Fi still not connecting.

The engineer stated that the lines around my house are very corroded, so he swapped mine to another one. No issues until Friday 11th April.

No internet at all on Friday when I reported the issue and an engineer came out yesterday (12th) - tested the line from master socket (no issues with tone) and corroborated what the first engineer said about corroded lines.

He swapped my line to a ‘new’ one and said I shouldn’t have any problems.

However, last night watching TV the image started getting pixelated and buffering and this morning there is no internet at all again.

Its been raining overnight and this has historically caused internet issues.

Any advice on how this can be resolved?

I can’t access the live chat on the open case so am posting here as the team were very helpful in Feb 🙂

Thanks,

Re: BB issues - corroded lines

Gliwmaeden2 — Sun, 13 Apr 2025 08:51:43 GMT

Staff will respond after the weekend, @Jolie1.

Re: BB issues - corroded lines

Jolie1 — Sun, 13 Apr 2025 10:53:16 GMT

Update -

Managed to access live chat and a new router is being sent following performing the basic tests.

Feels somewhat pointless given that my current router was a new replacement back in Feb, however I’m aware that technology can become faulty at any time so 🤞 it resolves the issue.

Re: BB issues - corroded lines

Karl-TalkTalk — Mon, 14 Apr 2025 06:23:59 GMT

please retest with the new router and let us know here.

Regards,

Karl.

Re: BB issues - corroded lines

Jolie1 — Tue, 15 Apr 2025 07:21:13 GMT

Morning,

I’m wondering if you’re able to check that the router is on its way?

In Feb I recall having Royal Mail tracking notifications coming through however I’ve had nothing regarding this new router.

If you are able to check the progress of it, I’d really appreciate it.

There is still no internet connection and hotspotting to be able to work is meaning I have to keep renewing my mobile data on top of paying for internet I can’t access.

Thanks,

Re: BB issues - corroded lines

sabelo-TT — Tue, 15 Apr 2025 08:53:23 GMT

@Jolie1, a very good morning to you too 🙂

I just checked on your order, and I'm happy to confirm that it has been placed. You can expect delivery within 2-3 working days. However, if there are any delays, it should arrive within 3-5 working days from the order date.

Re: BB issues - corroded lines

Jolie1 — Tue, 15 Apr 2025 09:08:01 GMT

Thanks @sabelo-TT - the update is much appreciated and the tracking email has now been received.

Re: BB issues - corroded lines

sabelo-TT — Tue, 15 Apr 2025 09:09:13 GMT

@Jolie1 it's a pleasure :). I take it the email does also include the tracking reference. Correct?

Re: BB issues - corroded lines

Jolie1 — Tue, 15 Apr 2025 09:27:22 GMT

It does, thanks.

I’ll test the new router when it arrives and update here afterwards.

thank you

Re: BB issues - corroded lines

sabelo-TT — Tue, 15 Apr 2025 09:28:34 GMT

Perfect! Otherwise, @Jolie1, do enjoy the rest of your day 🙂

Re: BB issues - corroded lines

Jolie1 — Wed, 16 Apr 2025 14:31:31 GMT

Hello,

The new router arrived today and I’ve set it up inc replacing all ‘old’ wiring and plug socket.

I am still not able to access the internet - continual cycle of red and white flashing light.

Please can you advise of next steps to resolve this?

Re: BB issues - corroded lines

Jolie1 — Wed, 16 Apr 2025 15:25:18 GMT

Hello, I’m not sure if replying to yourself will flag up a notification on this thread.

please see above message regarding new router not resolving the issue.

live chat direct from my account from the open case doesn’t seem to be working, I am unsure of the hours this service is available.

This is day 4 of no internet access at all and I would really appreciate advice regarding next steps.

thanks,

Re: BB issues - corroded lines

siphosethu-TT — Wed, 16 Apr 2025 16:19:59 GMT

Hi there Jolie1, please confirm if you are currently at home as I'll need to run diagnostics with you. Thanks

Re: BB issues - corroded lines

Jolie1 — Wed, 16 Apr 2025 16:21:08 GMT

Update:

got onto live chat and another engineer is being sent as there’s a fault outside of the house as per Friday when I initially reported.

thanks

Re: BB issues - corroded lines

siphosethu-TT — Wed, 16 Apr 2025 16:25:07 GMT

That's good, hopefully it's resolved soon. You are most welcome by the way. Thanks😇

Re: BB issues - corroded lines

Jolie1 — Wed, 16 Apr 2025 16:25:16 GMT

You must have replied at the same time as my update @siphosethu-TT - an engineer being arranged.

thanks for your reply

Re: BB issues - corroded lines

siphosethu-TT — Wed, 16 Apr 2025 16:31:35 GMT

Don't mention it Jolie1, will wait to hear from you when the issues resolved. Thanks🙃

Re: BB issues - corroded lines

Jolie1 — Tue, 22 Apr 2025 06:43:54 GMT

Morning,

is there any update on when an engineer might look at the issue?

I appreciate that it’s been a bank holiday weekend but I’ve not heard anything nor has the status on the issue in the account changed since Weds 16th (also still no access to the internet, just to confirm).

On Saturday 12th, the engineer turned up needing to access the house when no appt was made so I am concerned that this will be the case again and I am now back to work from today.

i appreciate any help you can provide.

Many thanks,

Re: BB issues - corroded lines

Gliwmaeden2 — Tue, 22 Apr 2025 07:01:40 GMT

@Jolie1, towards the end of last week they were not booking in engineers across the Easter Bank Holiday weekend [according to mention from staff on another thread] so they've not dropped the ball, it's just the practicalities of the timing over the holiday.

I'll re-escalate this for you to ensure it continues to receive staff attention.

There's always the possibility that an engineer might need access.

Re: BB issues - corroded lines

kanya-TT — Tue, 22 Apr 2025 07:35:09 GMT

Good morning, Jolie. Thank you for checking up on the matter. I have just been in chat with a representative from Openreach, they have advised that this fault is now an issued fault, and an engineer is scheduled to be dispatch today although no specific time was given, this is because the fault was identified to be outside your home, so no appointment is needed from your end to our end as well. They have also advised we will get a final update on the 23/04/2025.

Kanya