topic Re: Connection Status of Full Fibre/Track My Fault in Full Fibre

Connection Status of Full Fibre/Track My Fault

Billx — Sat, 03 Jun 2023 17:34:12 GMT

Attached

Re: Connection Status of Full Fibre/Track My Fault

ferguson — Sat, 03 Jun 2023 17:41:26 GMT

So is there an issue with your service, or is My Account just not working?

Re: Connection Status of Full Fibre/Track My Fault

Billx — Sat, 03 Jun 2023 17:47:35 GMT

Thanks Ferguson. My account is working normally. The responses I get from TalkTalk web site are negative, as you will see, if you open the attached file.

Re: Connection Status of Full Fibre/Track My Fault

ferguson — Sat, 03 Jun 2023 17:59:53 GMT

Yeah I did, perhaps I am missing your point?

Re: Connection Status of Full Fibre/Track My Fault

Billx — Sat, 03 Jun 2023 19:14:16 GMT

When I go to https://support.talktalk.co.uk/ , and click 'Run a connection test', I get the following:

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Sorry, we had a problem checking your services

We tried to test your network connection but we can’t provide status updates on your current package.

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Obvious, someone has to get TalkTalk to check their system.

It seems there's something wrong with my connection, but they are not fixing it.

Re: Connection Status of Full Fibre/Track My Fault

ferguson — Sat, 03 Jun 2023 20:43:08 GMT

And have you noticed anything wrong? That could just be an issue with the test itself.

Re: Connection Status of Full Fibre/Track My Fault

Billx — Sat, 03 Jun 2023 20:58:45 GMT

No there does not appear to be anything wrong on my side, but there appears to be something wrong on TalkTalk's side. Either they are misdiagnosing, or they correctly diagnosing and not fixing the problem.

Re: Connection Status of Full Fibre/Track My Fault

Billx — Sat, 03 Jun 2023 21:31:19 GMT

Also, if I go to https://support.talktalk.co.uk/fault-timeline/REP-12945353 or https://support.talktalk.co.uk/fault-timeline/REP-12957367,

I get the following response:

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We’ve run into a problem

Sorry, we’re working hard to resolve this issue.

Please try again later.

Back to My Connection

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It says that there is an issue, and they working hard to resolve the issue. Don't you think that requires attention?

Re: Connection Status of Full Fibre/Track My Fault

Gliwmaeden2 — Sat, 03 Jun 2023 22:50:36 GMT

Wait for staff to run some line checks just in case there is something that the My Connection software is picking up - they will be back on Monday, @Billx.

I too find the checker sometimes confusing, and sometimes faults fall off when nothing's been done, so it's difficult to know whether to believe its results, or non results!

Re: Connection Status of Full Fibre/Track My Fault

Billx — Sun, 04 Jun 2023 00:04:00 GMT

Thanks Gliwmaeden2. That's a much more sensible answer than one I got earlier.

Re: Connection Status of Full Fibre/Track My Fault

Anonymous — Mon, 05 Jun 2023 07:28:40 GMT

Morning,

Can I just confirm, are you trying to run a speed test or a line test? We're still working to bring the line test functionality in My Connection to Full Fibre customers. Is the overall performance of your connection/speed ok?

Thanks

Re: Connection Status of Full Fibre/Track My Fault

Billx — Mon, 05 Jun 2023 15:49:14 GMT

Thanks for replying Michelle. Sorry I haven't replied for 8 hours. All the information is included in 2 of my messages and in detail above on Saturday. E.g. 'Run a connection test' and using support.talktalk.co.uk. Please read my above messages more carefully. I don't need to rehash the whole story again and again.

Re: Connection Status of Full Fibre/Track My Fault

Debbie-TalkTalk — Tue, 06 Jun 2023 06:06:53 GMT

Hi Billx

As Michelle has advised, full functionality is not yet available for FTTP connections and running tests in My Connection.

If you are experiencing issues with your actual connection then we can investigate this on the Community and raise a fault if needed.

Thanks

Re: Connection Status of Full Fibre/Track My Fault

Billx — Tue, 06 Jun 2023 11:04:55 GMT

Thanks Debbie. Two faults have been raised already (I don't know who raised them) , as detailed above, but then the faults disappeared without any action taken. That is my point. If you can, please raise another fault. Thank you. Also can you tell me what an OCE is?

Re: Connection Status of Full Fibre/Track My Fault

Anonymous — Tue, 06 Jun 2023 11:08:51 GMT

Hi,

If you're experiencing a fault then we can raise this over to the Future Fibre faults team for you. I can't open the attachment in your first post. What specific fault are you experiencing with your connection? Is the connection unstable or the speeds slow?

Thanks

Re: Connection Status of Full Fibre/Track My Fault

Gliwmaeden2 — Tue, 06 Jun 2023 12:52:55 GMT

@Anonymous, the main features (I can open the link) are from My Connection.

So as already explained by staff, it simply doesn't work properly yet, but as mentioned by the OP, it DOES automatically raise fault tickets:

@Billx, it's best to post images using the camera/image icon rather than attachments (so as I have posted for you here).

@Anonymous, so perhaps the main question is whether the fault tickets being generated actually reflect a fault with the service or with My Connection's own ability to diagnose a fault?

Re: Connection Status of Full Fibre/Track My Fault

Anonymous — Tue, 06 Jun 2023 12:31:50 GMT

Hello,

I understand. I've asked the question and will let you know as soon as I know more.

Thanks

Re: Connection Status of Full Fibre/Track My Fault

Billx — Tue, 06 Jun 2023 16:45:11 GMT

Thanks Michele. I await with excitement. By the the way what is an OCE?

Re: Connection Status of Full Fibre/Track My Fault

Billx — Tue, 06 Jun 2023 19:57:51 GMT

Thanks for paying attention, Gliwmaeden2. You are spot on.

'it simply doesn't work properly yet, but as mentioned by the OP, it DOES automatically raise fault tickets'

'the main question is whether the fault tickets being generated actually reflect a fault with the service or with My Connection's own ability to diagnose a fault?'

Also, it was not necessary to go to my first post, as I repeated the main points in 2 later posts on Saturday, if Michelle and Debbie were up to it, and read those 2 posts.

Congratulations, Gliwmaeden2.

Re: Connection Status of Full Fibre/Track My Fault

Billx — Tue, 06 Jun 2023 17:07:38 GMT

Gliwmaeden2, you mention 'using the camera/image icon'. Where is the camera? In Windows, somewhere in the community website? Thanks.