Internet dropping out and support refusing to contact Openreach to fix it.

[cyberdanney12]

Had this issue for months. Called a few times and tried the online support but they don't know what they're doing. They've had me replace the hub, ask questions that aren't relevant to the issue and ignored valid questions.
Support have also lied to me a few times about the issue I'm having.
Here's what my Hub's log has to say about it which none of the support team were interested to look at.

10.06.2022 18:57:19	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
10.06.2022 18:57:18	Info	SYS	Modem login was successful
10.06.2022 18:57:16	Info	DHCPC	The WAN DHCP client IP address [REDACTED]
10.06.2022 18:57:10	Info	DHCPC	WAN DHCP client (1) started
10.06.2022 18:57:07	Info	XDSL	VDSL connectivity is up port 1
10.06.2022 18:56:38	Warning	DHCPC	WAN DHCP client (1) stopped
10.06.2022 18:56:38	Info	XDSL	VDSL connectivity is down port 1

How do I go about getting Talktalk to contact Openreach to fix this issue?

[Karl-TalkTalk]

Hi

We are unable to waive any fee, this is at the discretion of the Customer Loyalty Teams when you speak with them.

Karl.

[cyberdanney12]

Last time I called I was told there was a £140 fee for early cancelation. This hardly seems fair considering the issues we experience. Phone  and Text support are also very difficult to get a straight answer from. Can anything be done about the fee?

[Karl-TalkTalk]

Hi cyberdanney12

All the usual tests are clear. no issues showing.  We can go to a repeat engineer or if you decide to cancel. you can call our customer Loyalty Teams. Please let me know how you wish to proceed.

Karl.

[Gliwmaeden2]

@cyberdanney12, when staff offer help on here, it needs to be followed up with prompt responses as otherwise they can't advise you.

You keep leaving this for several weeks at a time! I'll re-escalate this thread for you again. Please keep in touch as staff need the feedback and could have followed up weeks ago if you'd let them know. 

[cyberdanney12]

Unfortunately not. We are still having this issue. At this point my family are urging me to see if we can cancel our contract early without an early termination fee..

[Chris-TalkTalk]

Hi cyberdanney12,

Fault is now showing fixed and closed, have you noticed any improvement?

Chris

[Debbie-TalkTalk]

Hi cyberdanney12

The fault is showing assigned to a line engineer this morning.

We should hopefully receive further updates later this afternoon.

Thanks

[Debbie-TalkTalk]

Hi cyberdanney12

Thanks for your reply.

The line test is now detecting a potential line fault so I have passed this straight over to Openreach to be investigated by a line engineer.

We should receive further updates from Openreach within the next 48-72hrs.

I will continue to monitor for updates.

Thanks

[cyberdanney12]

We only have the 1 socket in the house which is the master socket. Mine looks most similar to the NTE 5C socket. It is not currently connected to the test socket but I could try to do this if needed. 

[Chris-TalkTalk]

OK thanks, how many telephone sockets do you have? Is your router currently connected to your test socket? Your guide to main phone sockets - TalkTalk Help & Support

Chris

[cyberdanney12]

I couldn't tell you as we do not use a phone. We only use our line for broadband. 

[Chris-TalkTalk]

Hi cyberdanney12,

Thanks for updating your profile. Are you experiencing any problems with your telephone service, any noise on the line?

Thanks

Chris

[Gliwmaeden2]

Staff will be back on Monday, @cyberdanney12. I'll re-escalate this thread for their attention as it has been several weeks and will have dropped out of the workflow. 

[cyberdanney12]

Info should be updated. Tell me if it's still not corrent.
I have tried replacing the HUB with my own hardware to see if it would resolve the issue and it has not. I have called multiple times and even had an engineer test the line. I'm told there's nothing wrong with my line even though I keep experiencing these dropouts regardless of device, connection type, or service being used.
On the new hardware the logs don't tell me anything new. Just something about DSL Link Down and not being able to assign an IP.
Support on the phone and live chat have been incredibly unhelpful.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

[ferguson]

Sorry to see that you are having problems. If you would like the support team here to look into this for you make sure that your personal details including TalkTalk landline number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.