topic Re: FTTP LOS issue down for days and reoccurring issue in Full Fibre

FTTP LOS issue down for days and reoccurring issue

Scone86 — Wed, 13 Sep 2023 18:34:57 GMT

Have been a customer for 4 years and not had an issue, however, I was left without broadband for a week recently waiting for Openreach to fix a line fault. This evening I’m now staring at a red LOS light again and a line fault has reoccurred.

As Openreach is an agent I’m not even able to find out what the issue was before - and now I’m left in the same position.

Is there a second or third line support number I can contact to get this issue resolved?

Re: FTTP LOS issue down for days and reoccurring issue

Gliwmaeden2 — Wed, 13 Sep 2023 19:57:12 GMT

@Scone86, please don't post duplicate threads as this simply creates extra work for the forum. I've moved the duplicate out of the way.

Your post is in a queue for attention and staff will answer it when they reach it during the day.

If you need help sooner, Chat and phone lines are now closed for the day.

Full details of opening hours and the contact number are here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Ensure that your community forum profile details are complete for staff to identify your account. You'll see the required area by going via your avatar/name; settings. SAVE CHANGES.

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 05:32:11 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 10:44:30 GMT

Hi,

Can you please update your community profile to include your:

TalkTalk Telephone number or Account Number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Thu, 14 Sep 2023 10:46:08 GMT

I've added this information to my profile.

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 10:48:12 GMT

Hi,

I think we posted at the same time. Did you see my last post?

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Thu, 14 Sep 2023 10:55:28 GMT

I've added my information including TT Phone number to the profile.

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 11:07:34 GMT

Hello,

Thank you. We're taking a look now and I will post back shortly.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 11:17:50 GMT

Hello again,

I can see that the fault is raised with Openreach and they are investigating/working to resolve the fault at the moment. It looks like this is related to an outage and should hopefully be resolved by 18/09. I'll check the fault again first thing in the morning and will post with an update.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Thu, 14 Sep 2023 11:43:05 GMT

Thanks, I've heard reports from separate OR engineers that Swish Fibre are having contractors lay cable in the area which has been causing havoc including cutting through cable and bursting water mains. Are you able to confirm if this is the same fault as previously?

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 11:48:59 GMT

Hi,

It doesn't say specifically what the root cause is but there may be more info tomorrow. I'll check first thing and will post back here.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Thu, 14 Sep 2023 12:03:26 GMT

Thank you. I'm just concerned that given my FTTP has been rock stable, these issues will now keep reoccurring due to a form of temporary fix.

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Thu, 14 Sep 2023 12:11:01 GMT

Hi,

I understand, hopefully that won't happen and Openreach will manage to fully resolve this fault for you. If not then we can escalate this further.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Fri, 15 Sep 2023 05:10:41 GMT

Morning,

I've re-checked the fault ticket and there are no additional updates as yet other than the fault is still in progress with Openreach at the moment and is part of a bigger fault. I will continue to intermittently check for more updates and will post back here.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Fri, 15 Sep 2023 06:43:38 GMT

I’ve been informed that the cabinet on the local high-street has had Issues for weeks. The problem is the OR engineers do not tend to talk to one another.

Last time I was unable to speak to anyone at OR because they expect you to go through the provider, however, it needs stressing that as things stand, I’m not willing to pay for a service that has 5 day outages at a time.

We are quickly approaching the weekend and I will be left without service. As someone who works from home this is debilitating.

Re: FTTP LOS issue down for days and reoccurring issue

Gliwmaeden2 — Fri, 15 Sep 2023 07:19:53 GMT

After it's resolved, @Scone86, you should receive some compensation:

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

The same outage will affect any ISP using Openreach and can't be avoided with any of these companies. The Ts&Cs explain the limits of Talktalk's responsibilities, which you agreed to when you signed up as a customer. They can be found in the link at the foot of the page.

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Fri, 15 Sep 2023 07:23:11 GMT

I’m aware of whom it will affect, if I wasn’t I wouldn’t be trying to contact OR lol

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Fri, 15 Sep 2023 07:25:13 GMT

Hello,

I've just checked the fault again to see if there has been any more updates but it's still with Openreach. I will intermittently keep checking this throughout the day.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Anonymous — Fri, 15 Sep 2023 11:51:56 GMT

Afternoon,

I've re-checked and no additional updates. Openreach are still working on resolving the fault.

Thanks

Michelle

Re: FTTP LOS issue down for days and reoccurring issue

Scone86 — Fri, 15 Sep 2023 13:28:56 GMT

A few local reports in the area of service coming back online. No such luck hear according to the fault tracker.