Fibre Broadband no internet

[Kazp_1]

Good morning. 

Our fibre broadband keeps dropping out and saying 'no internet' even if we are connected to the WiFi. The light on the router is white static. My phone and TV are the only devices in the house that can connect, but even then it's slow. This is happening everyday now since last weds which is a massive problem as we work from home and need to connect to VPN. 

Would really appreciate any help. 

Many thanks.

Kind regards,

Karolyn

[Kazp_1]

Hi Debbie,

Broadband is still cutting out this morning. Understand completion date is today,  just wanted to check the fault has not been closed as the problem is still there.

Many thanks.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Openreach have confirmed that this fault is still being worked on by the line engineers, the fault is linked to a bigger fault in your area.

Estimated completion Date is now showing for 21-12-2022. Sorry for the delays.

Thanks

[Debbie-TalkTalk]

Hi Karolyn

This fault is still with Openreach. I will speak to them this morning for additional updates.

Thanks

Debbie

[Kazp_1]

 Hi Debbie,

Still no improvement to our broadband.... any updates from Openreach?

Many thanks.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I have spoken to Openreach again and they have confirmed that the fault is linked to a bigger fault in your area.

The engineers have advised that the estimated resolution date is showing for 16/12.

I will continue to monitor for additional updates.

Thanks

[Debbie-TalkTalk]

Hi Karolyn

It's no problem 🙂

I will keep monitoring this for updates from Openreach.

Debbie

[Kazp_1]

Thanks Debbie, really appreciate all your help with this. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I can only apologise, this fault should not still be ongoing.

I have escalated this with Openreach and advised again that this is a repeat fault.

[Kazp_1]

Hi Debbie,

Okay, thank you. I really don't understand why they aren't fixing it for us and just closing the fault as fixed. We rely on our internet to work from home. Can this be escalated at all as priority.

Thanks again for your help with this. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I'm really sorry about this, the same fault is being detected.

I will need to pass this back to Openreach. I will do this now.

[Kazp_1]

Hi Debbie,

Yes that's fine.

Thanks,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I can run a line test now but the connection will drop, will this be ok?

[Kazp_1]

Hi Debbie, 

It was fine, but our laptops were not on. Just watched Netflix.  Is there still a fault on the line showing during tests? We have problems when more than just TV/mobiles are connected. It was really bad all day yesterday. 

I will monitor today and let you know. 

Thanks Debbie. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I can see that Openreach closed the fault as resolved yesterday afternoon.

How was the connection last night?

[Kazp_1]

Hi Debbie,

Thanks for letting me know. Really hope they get on the case soon. We're using mobile data for our laptops as they can't connect. 

Can anything be done to push this up the list at all? 

Thanks again.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

This fault is still with Openreach, no additional updates have been provided at the moment.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Karolyn

Thanks for the additional information. The fault appears to be part of a bigger external fault in the area.

As soon as Openreach provide additional updates I will keep you updated.

Thanks

[Kazp_1]

I don't know if this is relevant at all, but after turning off and turning on the box again we both managed to get on the internet, but as soon as I connected to VPN on my laptop it kicked my husbands laptop out and he can no longer connect, but I am still connected. 

I'm guessing this is all related to the external fault but just thought I'd say anyway. 

Many thanks.

Kind regards,

Karolyn

[Kazp_1]

It's like as soon as we have more than a couple of devices connected (2 phones and tv) and then connect our laptops too it all stops working. 

Can it be escalated as high priority at all?

Many thanks.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Apologies again. I will keep chasing for updates.

Thanks