topic Re: No Internet since Monday 11 Dec in Fibre

No Internet since Monday 11 Dec

DVRider — Thu, 14 Dec 2023 06:31:16 GMT

Hello,

My Internet (Fibre 35) went down on Mon. After numerous calls and requests for updates, including three hours on the phone this morning with 8 different people, I have reached a dead end. I'm absolutely stuck.

Who can I turn to if I've reached the banging-head-against wall stage?

Any help gratefully received.

Ian

Re: No Internet since Monday 11 Dec

Anonymous — Thu, 14 Dec 2023 07:20:38 GMT

Hi Ian,

I'm really sorry to hear this. I can see that a complaint has been raised. Can I just confirm, has FTTP been installed at your property?

Thanks

Michelle

Re: No Internet since Monday 11 Dec

DVRider — Thu, 14 Dec 2023 08:12:07 GMT

Thanks Michelle

No FTTP. Have just replied more fully to your email.

Ian

Re: No Internet since Monday 11 Dec

Anonymous — Thu, 14 Dec 2023 08:14:36 GMT

Hello,

Ok thanks for confirming. We can't see any replies to the email, only posts here on the Community. As a complaint has been raised then our Complaints Team will be making contact with you to resolve this.

Thanks

Michelle

Re: No Internet since Monday 11 Dec

DVRider — Thu, 14 Dec 2023 08:26:58 GMT

Hi Michelle

My reply was to say that I did not wish for the FTTP upgrade at the moment, as I've been very happy with my existing service up to now, and it meets my needs.

However, this is the 4th day with no internet service at all, and I am keen to get it back ASAP.

In the past, TT and Openreach have dealt with issues promptly, so obviously I'm concerned about this outage.

If you have any means of expediting an engineer visit for this, or at least an update on the problem, I'd be grateful.

Thanks.

Ian

Re: No Internet since Monday 11 Dec

DVRider — Thu, 14 Dec 2023 13:20:31 GMT

Michelle,

Can you please inform me as to what the situation is with my broadband service?

I have had no service since this time on Monday - 4 days ago. I can't spend every day now just struggling to find out if and when I might have service restored. The only news I have on fault tracker is that an engineer was 'going to the exchange'. That was late yesterday afternoon. I had a similar message on Monday afternoon.

Is there any realistic chance of this being dealt with any time soon?

Please tell me you have a way of escalating this. Are you in contact with Openreach? Is there a way for me to liaise with them directly? This is having an impact on work and much else. The complete lack of information as to what is wrong, and a timescale for getting it fixed, is maddening.

Thank you.

Ian

Re: No Internet since Monday 11 Dec

DVRider — Thu, 14 Dec 2023 13:37:42 GMT

Ps. I've received no contact from the Complaints Team either.

Mind you, it's contact with an engineer who can fix things I would really welcome.

Re: No Internet since Monday 11 Dec

Chris-TalkTalk — Thu, 14 Dec 2023 14:35:54 GMT

Hi DVRider,

A fault ticket was raised yesterday with Openreach, it's for a non-appointed task which means that Openreach will investigate over the next 72 hours (from yesterday afternoon) and may contact you directly if they need to access your home.

Chris

Re: No Internet since Monday 11 Dec

DVRider — Thu, 14 Dec 2023 15:46:05 GMT

Hi Chris

Thank you for your reply. A similar fault ticket was raised on Mon after I originally reported my Internet was down. At one point yesterday it was showing as fixed on the fault tracker, when it clearly isn't.

I'm assuming this is the same fault? Can you please tell me what I need to do or who I can contact to escalate this if the issue isn’t fixed? It's all becoming very stressful.

Thanks

Re: No Internet since Monday 11 Dec

Chris-TalkTalk — Fri, 15 Dec 2023 06:14:01 GMT

Hi DVRider,

I'll check later to see if there are any updates. The issue has already been escalated as you have an open Complaint

Chris

Re: No Internet since Monday 11 Dec

DVRider — Fri, 15 Dec 2023 07:01:00 GMT

Thanks Chris

It's now been a week, and I really do need to get this fixed before it goes into another week. Surely that won't happen?!

I just wish Openreach would get in touch directly to tell me what the problem is and what they're doing about it.

In the past, issues have been sorted the same day, so this is extremely disappointing.

Ian

Re: No Internet since Monday 11 Dec

Chris-TalkTalk — Fri, 15 Dec 2023 09:39:34 GMT

There are no updates yet, I'll check again later. Apologies for any inconvenience

Chris

Re: No Internet since Monday 11 Dec

DVRider — Fri, 15 Dec 2023 13:33:40 GMT

Any updates?

It's been FIVE days without any service whatsoever.

Is Openreach actually aware of the problem?

Re: No Internet since Monday 11 Dec

DVRider — Mon, 18 Dec 2023 08:49:29 GMT

7 Days and still nothing.

Re: No Internet since Monday 11 Dec

Chris-TalkTalk — Mon, 18 Dec 2023 10:22:59 GMT

Hi DVRider,

I'm sorry this is taking so long to resolve. Could I just ask, have you spoken to customer service about this, this morning?

Chris

Re: No Internet since Monday 11 Dec

DVRider — Mon, 18 Dec 2023 13:08:38 GMT

Chris,

I sent another email to 'concerns' at TT with the job and complaint reference this morning. I assume that's customer services'?

An acknowledgement received but nothing else so far.

Thanks

Re: No Internet since Monday 11 Dec

Chris-TalkTalk — Mon, 18 Dec 2023 16:03:57 GMT

OK thanks. Is your telephone service not working either? Is there a dial tone?

Chris

Re: No Internet since Monday 11 Dec

DVRider — Mon, 18 Dec 2023 16:39:43 GMT

No dial tone. Flashing orange light on router.

Re: No Internet since Monday 11 Dec

Chris-TalkTalk — Tue, 19 Dec 2023 10:36:51 GMT

OK thanks. There doesn't appear to be any progress with the Openreach fault ticket so I'll ask our Network Team to take and look. I'll let you know when I have any more information

Chris

Re: No Internet since Monday 11 Dec

DVRider — Tue, 19 Dec 2023 11:18:08 GMT

Chris,

Thanks. FYI - I was informed by a manager in the Tech Dept on Fri that there appears to be a number of error codes that are preventing the issue getting through to Openreach. Essentially it is stuck. This person tried her best to get through to SMC who she said could clear the problem. At least that's my understanding of our conversation.

I'm hoping very much that this can be resolved in the next day or two.