Broadband down

[Sjd-1965]

Hi, 

can someone at talktalk please sort out this confusion for me ? Spoke the customer services and after an hour of checking I was told my router is not working. Then tried to sell me the WiFi router, so have a basic one being sent out. 20 mins after the call had ended I got a txt saying. 

TalkTalk Update: An engineer has recently done some repair works on your line, and your connection might take a few days to adjust and we will monitor that closely. We're sorry for any inconvenience this may have caused. If you're having any further issues, please visit Service Centre. 
so what’s the problem, router or line ?? 

[Debbie-TalkTalk]

Hi Sjd-1965

I'm really sorry to hear this.

I can see that this fault has already been raised to Openreach and an engineer visit has been arranged for today.

Please let us know how you get on following this visit.

Thanks

Debbie

[Sjd-1965]

Hi 

my internet has packed up once again. 

[Michelle-TalkTalk]

Morning,

Thanks for the update and please let us know how the connection compares over the next few days 🙂

Thanks

[Sjd-1965]

Hi Chris,

hopefully all sorted, openreach reach cane yesterday luckily I was home and it turned out there was a corroded wire outside my property which was cleaned and reconnected so hopefully this has sorted the problem. 
regards 

[Chris-TalkTalk]

No problem 🙂

[Sjd-1965]

So do I. 

thanks Chris 

[Chris-TalkTalk]

I'm really sorry, I know it must be frustrating and inconvenient, hopefully Openreach will resolve the issue soon

Chris

[Sjd-1965]

Cheers Chris 

it’s really difficult to work from home with no internet and I’m having to use up my data.  
regards 

[Chris-TalkTalk]

Hi Steve,

I've checked the fault ticket and this is now in hand with Openreach. As I said, if you don't hear anything before Friday please bump the thread and we'll check for updates

Chris

[AllyM]

@Sjd-1965 ,

It looks like Chris has passed this over to Openreach to investigate, so perhaps it would be best to see what the outcome of that is and then continue to follow up on here, rather than getting multiple support departments involved potentially confusing the issue.

[Sjd-1965]

Cheers Chris 

im getting one story from you all on the forums and a different story from where your tech support call centre is. 

steve 

[Chris-TalkTalk]

Any maintenance work shouldn't have caused it to be down for so long, Hopefully Openreach will get to the bottom of it.

Chris

[Sjd-1965]

Hi Chris 

spoke to 

Sfundo  yesterday at 18:41 he told me that there’s a problem at the exchange due to some upgrade work being carried out. He assured me I wouldn’t need an engineer. But I’m not getting my hopes up as it’s been down for over a week now. I wasn’t informed about any maintenance work being carried out. 

[Chris-TalkTalk]

Hi Sjd-1965,

The line test that I ran yesterday failed with a code requiring an engineer visit to your home (I can't see any further line tests following mine). However I have just run another line test which is now failing with a different error code which requires a non-appointed engineer so I've raised this to Openreach

Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home. If you don't hear anything by Friday can you bump the thread and we'll check for updates

Chris

[Sjd-1965]

Had a tech support call last night telling me it’s the exchange that’s at fault and no need to get an engineer call-out, and your telling me it’s a fault to my property and need an engineer to come out. What telling me the truth. Two different tech support departments giving me different answers. 

[Sjd-1965]

Hi Chris 

will it be possible to find out the date first as there will be no one available ? I will try and organise cover for me and take the day off work. 

[Chris-TalkTalk]

Hi Sjd-1965,

Will a responsible adult be there? If there will then we'll book the next available appointment

Chris

[Sjd-1965]

Hi Chris, 

will I have to be present when the engineer calls as I’ll be at work and due to the current Covid situation I’m a key worker and I’m needed at work ? But please go ahead with the engineer. 

[Chris-TalkTalk]

Hi Sjd-1965,

Thanks for answering the security questions. Sorry, I don't know why the previous line tests passed and the one today has failed. Engineer charges are explained here - Engineers charges

If you'd like to go ahead with the engineer visit please let us know and let us know when you are available 

Thanks

Chris

[Sjd-1965]

Hi Debbie, 

how comes the numerous line tests that talk talk have done over the last week have shown no line fault, and a week later there’s now a possible fault ? Will this engineer call out will be chargeable to me ? 

regards