topic Re: Internet down in Full Fibre

Internet down

Z&R13 — Thu, 26 Sep 2024 06:38:47 GMT

Broadband has been down for a week now! I’ve reported twice on the phone and at least twice online to agents too. Often get cut off both the phone and the chat before any solution given. An engineer was supposed to be on their way on Tuesday 24th but we haven’t had a text to confirm that as yet. It’s an external issue but BT Openreach are uncontactable for residents, it has to come from the service provider. I’m paying for extra data, as mine ran out, so I can work online but no fun having zoom meetings on a phone (my laptop can’t connect to phone hotspot-before someone suggests that) We are without broadband, tv services and landline phone atm but still paying for it!

Has anyone got some advice please?

Re: Internet down

Gliwmaeden2 — Thu, 26 Sep 2024 06:47:28 GMT

Please complete your community forum profile details for Talktalk staff to identify your account, @Z&R13.

Go via your avatar; settings; drop down menu....fully complete Personal Information and SAVE CHANGES.

Your post is in the queue for attention.

After the issue is resolved, it should qualify for compensation for complete loss of service, @Z&R13.

It takes c 30 days to show. Details here:

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

Re: Internet down

Chris-TalkTalk — Thu, 26 Sep 2024 06:48:55 GMT

Hi Rosie,

As Gliwmaeden2 has said, can you please complete your profile and we'll be happy to take a look at this for you

Chris

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 07:02:35 GMT

I can’t get any further than the first page, it’s says build your profile but the page won’t scroll for me to fill it in or continue

Re: Internet down

Gliwmaeden2 — Thu, 26 Sep 2024 07:07:59 GMT

The drop down menu should open up:

From which select Personal Information.

Once accessed through Personal Information, the information all goes on one page, @Z&R13 .

Re: Internet down

Gliwmaeden2 — Thu, 26 Sep 2024 07:08:48 GMT

Looks like you got there!

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 07:09:44 GMT

Thanks for your help but mine doesn’t look like that😅

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 07:17:33 GMT

Oh did I?
I’m not finding it easy to use!
the number of replies are shown by the avatar but I can only find them if I go to my emails or keep searching on the page and randomly come across them🤷🏻‍♀️

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 07:21:06 GMT

What device are you using to access community ?

Thanks

Karl.

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 08:03:33 GMT

Hi Karl iPhone 8 at the moment, is there an app as I have to sign back in all the time with a verification code from an email

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 08:06:56 GMT

There is no separate app for Community. Just access via the browser. If you are accessing via Safari, have you tried another browser, Opera or Chrome etc. To see if this will allow you to access the personal info section of your profile, or are you able to select this link : 'Community Profile'

Karl.

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 08:11:01 GMT

I think we are also getting sidetracked from the original fault - I've ran a test on the internet side of things, and can see that a fault has been raised to Openreach already.

Karl.

Re: Internet down

Gliwmaeden2 — Thu, 26 Sep 2024 08:15:43 GMT

@Z&R13

You should be able to stay signed in after you leave the community pages to do other things.

Usually you'll remain logged in for at least a day, if not two or three, if you don't sign out.

Also, clicking on the bell symbol, after clicking on the avatar, should take you to your notification feed.

Click on any of the "likes" or "mentions" and you should be taken straight to the specific post. No searches required.

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 08:17:19 GMT

waiting Hi

Just checked with Openreach, an engineer has looked at the circuit and was unable to fix this. They advise that a different skilled engineer is required. This has been assigned to the Jeopardy Team within Openreach who have now assigned this to an N23 engineer.

We can check for further updates tomorrow to see where Openreach are up to.

Karl.

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 10:39:09 GMT

Thank you for that information Karl, that’s helpful to know but still no light at the end of the tunnel! They told one of the neighbours it would be fixed on Tuesday! I’m starting to wonder if they are actually aware of what the issue is! I’m questioning if they’ve actually visited or not, I was told I’d get a text from Openreach engineer when they were coming but haven’t heard anything at all. What is an N23 engineer?

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 10:47:48 GMT

This is a different Skilled engineer for FTTP Underground work.

Karl.

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 10:54:50 GMT

Hi Karl, thanks for that.
Can TalkTalk supply me with a mobile hub/router thingy? BT have sent some out to their customers because it’s taking so long to fix and with no end date either. I’m trying to do some interactive online work from home which is very difficult on my phone. It’s over a week now with no internet and very frustrating!

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 10:56:27 GMT

I do appreciate this is frustrating, and we are pressing Openreach as much as we can towards a resolution.

TalkTalk Do not have the option to provide any mobile dongles for customers.

Thanks

Karl.

Re: Internet down

Z&R13 — Thu, 26 Sep 2024 11:01:31 GMT

I appreciate that you’re pushing them now however I wasn’t getting any assistance last week when it started, quite the opposite!
Is it something that BT Openreach could help with? Considering they can’t actually fix the problem surely they’re responsible if TalkTalk can’t supply us with one? I’m losing work, wasting time and spending extra money.

Re: Internet down

Karl-TalkTalk — Thu, 26 Sep 2024 11:05:35 GMT

Openreach will not talk directly with you and just refer you o your provider.

Karl.