topic Re: Not fit for purpose in Fibre

Not fit for purpose

Tomcat13 — Mon, 17 Feb 2025 11:26:47 GMT

I’ve had trouble with everything disconnecting from the WiFi since switching to talk talk. At first it was every day, then after a software update it was every week or so. Well it hasn’t got any better. I’ve started logging the downtime when it happens and it’s not acceptable and could be deemed NOT FIT FOR PURPOSE. As I spend long periods away, is the reason to have cameras and a reliable WiFi service. Every time it happens there’s nothing I can do until I get home and switch off the router and switch it back on again. Since the 16th January to 16th February it’s happened 9 times. Has anyone else had this problem. Is it time to cancel and see them in court to get the contract cancelled without penalty as being unfit for purpose.

Re: Not fit for purpose

Debbie-TalkTalk — Mon, 17 Feb 2025 11:29:20 GMT

Hi Tomcat13

I'm sorry to hear this.

Would you like us to take a look at this fault for you on the Community?

If you would prefer to discuss cancelling your service then you would need to contact our Loyalty Team by phone or Live Chat.

Thanks

Re: Not fit for purpose

Tomcat13 — Mon, 17 Feb 2025 11:58:33 GMT

Hi Debbie. I would just like it sorted out once and for all or just cancel the contract. There doesn’t seem to be any way of contacting anyone apart from on here. As you can probably tell I’m quite fed up with it now as I never had any problems until I switched and I need a reliable connection. If you can do anything at all I would be most grateful. Tom.

Re: Not fit for purpose

Debbie-TalkTalk — Mon, 17 Feb 2025 12:06:33 GMT

Thanks for your reply @Tomcat13

The line test has detected a potential fault. Can I just check, do you use the landline for making calls?

Re: Not fit for purpose

Tomcat13 — Mon, 17 Feb 2025 12:10:36 GMT

No. I haven’t got a landline phone plugged in at all.

Re: Not fit for purpose

Tomcat13 — Mon, 17 Feb 2025 12:15:28 GMT

No. I haven’t got a landline phone.

Re: Not fit for purpose

Debbie-TalkTalk — Mon, 17 Feb 2025 12:21:56 GMT

Thanks for your reply @Tomcat13

As the line tests are detecting a potential line fault I have passed this over to Openreach to be investigated by a line engineer (external investigation)

I will continue to monitor for additional updates and I will post back on this thread.

Debbie

Re: Not fit for purpose

Tomcat13 — Mon, 17 Feb 2025 12:23:41 GMT

Thanks Debbie. Let’s hope it gets sorted as soon as possible. Tom.

Re: Not fit for purpose

Debbie-TalkTalk — Mon, 17 Feb 2025 12:31:42 GMT

HI Tom @Tomcat13

Once Openreach have resolved the fault then if you could monitor the connection for a few days to see if this has resolved the issue.

I will let you know as soon as Openreach provide an update.

Thanks again.

Debbie

Re: Not fit for purpose

Debbie-TalkTalk — Tue, 18 Feb 2025 07:33:23 GMT

Morning Tom @Tomcat13

This fault is still with the Openreach line engineers, I will check on this again later this afternoon for updates.

Thanks

Debbie

Re: Not fit for purpose

Debbie-TalkTalk — Tue, 18 Feb 2025 13:39:20 GMT

Hi @Tomcat13

There are no further updates at the moment from Openreach. I will post back here as soon as I have additional information.

Thanks

Debbie

Re: Not fit for purpose

Debbie-TalkTalk — Wed, 19 Feb 2025 07:52:52 GMT

Morning @Tomcat13

Openreach have updated the fault to advise that they have assigned an engineer to investigate this morning (external investigation)

We should hopefully have more updates this afternoon.

Thanks

Debbie

Re: Not fit for purpose

Debbie-TalkTalk — Wed, 19 Feb 2025 13:24:26 GMT

Hi @Tomcat13

Has the engineer made contact with you? There are no notes from the engineer as yet.

Re: Not fit for purpose

Tomcat13 — Wed, 19 Feb 2025 15:30:25 GMT

Hi Deb. No I haven’t heard anything.

Re: Not fit for purpose

Debbie-TalkTalk — Thu, 20 Feb 2025 06:49:31 GMT

Hi @Tomcat13

Openreach have now updated the fault with more information.

The engineer advised - please be informed that the engineer could not complete the job due to faulty exchange side. They have requested assistance from another engineer to complete the work to resolve this fault.

The next update from Openreach is due on 21/02.

Thanks

Debbie

Re: Not fit for purpose

Tomcat13 — Thu, 20 Feb 2025 07:47:28 GMT

Ok thanks Deb for your help 😎

Re: Not fit for purpose

Debbie-TalkTalk — Thu, 20 Feb 2025 08:17:06 GMT

Hi @Tomcat13

No problem 🙂

Debbie

Re: Not fit for purpose

Debbie-TalkTalk — Fri, 21 Feb 2025 08:08:15 GMT

Hi @Tomcat13

Openreach closed the fault as resolved yesterday evening after completing work on the line.

Please can you monitor the connection over the weekend and let us know how you get on?

Re: Not fit for purpose

Tomcat13 — Fri, 21 Feb 2025 08:39:46 GMT

Hi Debbie. And thanks for organising the work to my broadband line. I had a call from the engineer yesterday and he explained what repair had been done. I haven’t had any problems up to now so I’ll give it a couple of weeks then report back with any findings 😊

Re: Not fit for purpose

Debbie-TalkTalk — Fri, 21 Feb 2025 09:04:50 GMT

Hi @Tomcat13

That's great 🙂

I will check in again with you in a few weeks to see how you are getting on.

Thanks

Debbie