BB issues - corroded lines

[Jolie1]

Hello,

I had an engineer out in Feb following updating an old router and Wi-Fi still not connecting.

The engineer stated that the lines around my house are very corroded, so he swapped mine to another one. No issues until Friday 11th April.

No internet at all on Friday when I reported the issue and an engineer came out yesterday (12th) - tested the line from master socket (no issues with tone) and corroborated what the first engineer said about corroded lines.

He swapped my line to a ‘new’ one and said I shouldn’t have any problems.

However, last night watching TV the image started getting pixelated and buffering and this morning there is no internet at all again.

Its been raining overnight and this has historically caused internet issues.

Any advice on how this can be resolved?

I can’t access the live chat on the open case so am posting here as the team were very helpful in Feb 🙂

Thanks,

Jo

[nambuso-TT]

Thanks for replying Jolie.

Okay since you mentioned that the internet is now working Jolie, we can leave it like this however should the issue persist then we can either book the engineer on the account or conduct further checks to re determine the cause of the issue and we will take it from there. Thanks:)

[Jolie1]

Hello @nambuso-TT 

The issue was resolved by the engineer yesterday following attending the property.

i did not request another engineer, so I am unsure as to why I have been emailed unless there is a further fault to the line that Talktalk have discovered and so want to send out another engineer?

I was hoping somebody here could offer insight?

the router has come with a returns bag supplied, thank you..

[nambuso-TT]

Hi there Jolie. You did mention that the internet is now working, It would be up to you if you still want us to book the engineer for you Jolie or if the issue starts again you can simply chat in on this platform and we would be able to look into the issue for you.

With regards to your router, would you like us to order a returns bag for you so that you can return the equipment?

[Jolie1]

Morning,

The Openreach engineer attended yesterday and found the fault under the road outside my house which cannot be accessed.

He has switched my line to other working lines within the cabinet as per previous engineers and requested the BB to be rebooted. I have had internet since but he would expect the issue to continue intermittently until the wiring is replaced.

I recieved a further email from Talk talk last night to book in an engineer - is this still required?

it’s also in the ‘track my fault’ feed on my account.

i also have the redundant new router here - I will send that back.

thanks for your help,

Jo

[kanya-TT]

Good morning, Jolie. Thank you for checking up on the matter. I have just been in chat with a representative from Openreach, they have advised that this fault is now an issued fault, and an engineer is scheduled to be dispatch today although no specific time was given, this is because the fault was identified to be outside your home, so no appointment is needed from your end to our end as well. They have also advised we will get a final update on the 23/04/2025. 

Kanya

[Gliwmaeden2]

@Jolie1, towards the end of last week they were not booking in engineers across the Easter Bank Holiday weekend [according to mention from staff on another thread] so they've not dropped the ball, it's just the practicalities of the timing over the holiday. 

I'll re-escalate this for you to ensure it continues to receive staff attention. 

There's always the possibility that an engineer might need access.

[Jolie1]

Morning,

is there any update on when an engineer might look at the issue?

I appreciate that it’s been a bank holiday weekend but I’ve not heard anything nor has the status on the issue in the account changed since Weds 16th (also still no access to the internet, just to confirm).

On Saturday 12th, the engineer turned up needing to access the house when no appt was made so I am concerned that this will be the case again and I am now back to work from today.

i appreciate any help you can provide.

Many thanks,

Jo

[siphosethu-TT]

Don't mention it Jolie1, will wait to hear from you when the issues resolved. Thanks🙃

[Jolie1]

You must have replied at the same time as my update @siphosethu-TT - an engineer being arranged.

thanks for your reply

[siphosethu-TT]

That's good, hopefully it's resolved soon. You are most welcome by the way. Thanks😇

[Jolie1]

Update:

got onto live chat and another engineer is being sent as there’s a fault outside of the house as per Friday when I initially reported.

thanks

[siphosethu-TT]

Hi there Jolie1, please confirm if you are currently at home as I'll need to run diagnostics with you. Thanks

[Jolie1]

Hello, I’m not sure if replying to yourself will flag up a notification on this thread.

please see above message regarding new router not resolving the issue.

live chat direct from my account from the open case doesn’t seem to be working, I am unsure of the hours this service is available.

This is day 4 of no internet access at all and I would really appreciate advice regarding next steps.

thanks,

Jo

[Jolie1]

Hello,

The new router arrived today and I’ve set it up inc replacing all ‘old’ wiring and plug socket.

I am still not able to access the internet - continual cycle of red and white flashing light.

Please can you advise of next steps to resolve this?

[sabelo-TT]

Perfect! Otherwise, @Jolie1, do enjoy the rest of your day 🙂 

[Jolie1]

It does, thanks.

I’ll test the new router when it arrives and update here afterwards.

thank you

[sabelo-TT]

@Jolie1 it's a pleasure :). I take it the email does also include the tracking reference. Correct?

[Jolie1]

Thanks @sabelo-TT  - the update is much appreciated and the tracking email has now been received. 

[sabelo-TT]

@Jolie1, a very good morning to you too 🙂 

I just checked on your order, and I'm happy to confirm that it has been placed. You can expect delivery within 2-3 working days. However, if there are any delays, it should arrive within 3-5 working days from the order date.

[Jolie1]

Morning,

I’m wondering if you’re able to check that the router is on its way?

In Feb I recall having Royal Mail tracking notifications coming through however I’ve had nothing regarding this new router.

If you are able to check the progress of it, I’d really appreciate it.

There is still no internet connection and hotspotting to be able to work is meaning I have to keep renewing my mobile data on top of paying for internet I can’t access.

Thanks,

Jo