Broadband

[PaulD02]

Haven’t had broadband since Thursday, apparently Openreach are supposed to be working on it, very little customer communication apart from a text. Shambles. 

[Chris-TalkTalk]

Hi Paul,

Yes it does look as though full fibre is available. If you check My Account there should be an option to upgrade or you can speak to our sales team

Chris

[PaulD02]

Hi Karl, the engineer has been and mentioned that we are still on copper from the house, is it possible to have fibre? 

[Karl-TalkTalk]

Hi

Lets see what the engineer will do on thursday and see if this is taken any further forward for you.

Thanks  

Karl. 

[PaulD02]

Morning, an engineer is booked by your support team for this Thursday 😳 as still no resolution to the issue. Currently Sky is looking very favourable as an alternative, as it’s taken over a month of inconvenience and frustration limping along with TalkTalk. 

[Chris-TalkTalk]

Hi Paul,

To investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

[PaulD02]

We have the new router that you sent in Dec, can someone please call me to discuss this fault. As I stated this morning I am looking at other providers who will be able to provide a working service. 

[Chris-TalkTalk]

OK thanks, have you tested with a different router?

Chris

[PaulD02]

Hi Chris, no better really and we have to keep restarting the router. I am beginning to think it’s maybe time for a change. As this has been going on since before Christmas. 

[Chris-TalkTalk]

Hi Paul,

How has the connection been over the weekend?

Chris

[Debbie-TalkTalk]

Hi @PaulD02 

The same message has been detected.

No problem found on the Openreach network. The performance of this service may be impacted by a recent mass sync event. Submitting a fault to Openreach cannot expedite the restabilisation of this service.

I will check this again on Monday. If the connection is still dropping on Monday then I will re raise this fault back over to Openreach, I'm really sorry about this.

[Debbie-TalkTalk]

Hi @PaulD02 

Apologies for this.

Let me run another line test now, I will post back shortly.

[PaulD02]

Good morning Debbie 

it is still dropping out and we are having to turn the router on and off to reconnect. This happened at least four times yesterday. 

[Debbie-TalkTalk]

Hi @PaulD02 

How's the connection been since your last post?

[Debbie-TalkTalk]

Morning @PaulD02 

I can see that Openreach have now closed the fault as work has been completed on the line.

The line tests are clear but we have received the following message:

No problem found on the Openreach network. The performance of this service may be impacted by a recent mass sync event. Submitting a fault to Openreach cannot expedite the restabilisation of this service.

Please can you monitor the connection over the next couple of days whilst the line is restabilising after the work completed by Openreach.

[PaulD02]

Hi Debbie, I have received an email from TalkTalk today claiming that the problem is resolved, I am having to still keep restarting my router and it’s definitely not working properly today?

can you please advise. 

[Debbie-TalkTalk]

Hi @PaulD02 

I've contacted Openreach for an update and they have advised the following:

I have checked the fault and it is linked with an Major Service Outage - Hardware issues identified affecting street side cabinet - Engineering task raised to investigate awaiting allocation. Replacement hardware has now been delivered to site. The required by date is showing as 21-01-2025 and further updates should be available on 22-01-2025. Apologies for the delay.

[Debbie-TalkTalk]

Hi @PaulD02 

No problem 🙂 I will keep you updated as soon as Openreach update the fault.

[PaulD02]

Hi Debbie, thanks for the update and your continued  support, we are still down. Fingers crossed for tomorrow. 

[Debbie-TalkTalk]

Hi @PaulD02 

I have spoken to Openreach this morning and they have provided the following update:

I have checked and this line is impacting with a major service outage and that's why this fault is associated with an incident. Main issue is faulty DP (Distribution point) and the team are already working on this and provided targeted fix date is showing for 09-01-2025. Please review back on 10/01/25 for further updates.

[Debbie-TalkTalk]

Hi @PaulD02 

I will contact Openreach today to try and get some more information as the only information provided so far is that they are working to resolve this fault.

Thanks