Open Reach Modern Sporadic No internet (no green light)

[Dondatta]

Hi

Can someone help as I am at my wits end. I will say the issue first and then what I have done to get help.

Issue since about January is that at random times throughout the day the internet goes sometimes coming on for a minute sometimes gone for hours and sometimes stays on for hours. 

After a lot of investigation I have realised the open reach modem that the talk talk WiFi router is connected to, the light is not green on there when the internet goes (see attached). How can this be resolved?

Since January I have been using the chat on talk talk at least 10 times at it says there's a fault, takes me to chat, and if I could swear I would at the treatment there but they pass me from one person to another standing over 2 hours each time and no one even tries to help each just saying oh we'll pass you to the right team.

I am paying for nothing at this moment 

My father is in palliative care and I cannot work from home as I don't have internet connection which I've mentioned to talk talk and they have quite literally said who cares. I won't go into other issues this is causing but needless to say I am regretting the day I renewed my contract with talk talk and it was just done in January no less!. Even call back from managers, they send a time and date and then don't call. Heartless and disgusting. 

 

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. I've raised a complaint for you now and have raised this directly over to our Faults Escalation Team now and have asked that you are contacted ASAP.

Thanks

Michelle

[Dondatta]

Hi

I am in the same position again. This seems to be now a continuous thing. Since January 15th the internet comes and goes sporadically. I then spend an hour on chat at least getting messed around being told to do certain steps that I've already done and then transferred to someone else who makes me do the same steps and then transfers me again to someone who makes me do the same steps (each person taking half an hour). Thank goodness for this forum as otherwise nothing would happen. 

But I still have issues, the internet goes sporadically, then comes the complaints then an engineer "fixes" then a week goes and repeat. 

This has been now 4 months of this. 

Is it possible please through here to get a senior manager then to deal with this as a complaint as I've probably spent at least 40 hours on chats and whatnot and that is basically full time job. 

[Chris-TalkTalk]

Hi Dondatta,

I'm sorry to hear about your Father, having to deal with this at an already upsetting time must be causing additional stress.

Line test is picking up a fault so I've logged this out to Openreach for investigation. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home.

I'll keep an eye on the fault ticket and let you know if I see any updates

Chris

[Dondatta]

Hi

The engineer came out, stated initially the wires were wrongly connected at the main box. Stated he had now fixed this. He changed my modem as well. He also disconnected my ringer as he said sometimes that might cause problems. 

The long story short is the problem is still there. 

At random times the internet stops working. He said if it goes to tell talk talk they need to send a broadband engineer as the ones they keep raising are a fix for the phone but the issue is the broadband. 

He said once again to make sure to show the lights which is on the original email and that then they would need to send someone out to fix it. 

Each time I know it is something open reach related because whatever they do, whether it's resetting the line as they say they are doing sometimes or whatever else, then the issue doesn't occur for 3 to 5 days but surely a week later you'll see it occur and then continuously and sporadically getting worse. 

So I am now in month 4 of this issue and no closer to getting it fixed. 

And each time I get onto chat I am waiting hours going through things I have already done which didn't help. 

I really need help in what to do now. 

This issue started when my father went into hospital and all of his final days of illness I've been on chats and trying to get this resolved. Even when my father died I was having to entertain engineers and chats rather than mourning my father and even when I had managers contact me during that time too and this is now what I associate talk talk with, basically ruining the end days of my time with my father and being a cause of worry whilst I was burying him. 

[Chris-TalkTalk]

Hi Dondatta,

I'm sorry to hear that you're still experiencing problems with your service. I've checked the engineer report and he did carry out work on the line to resolve the issue, I'm sorry that the issue has re-occurred.

Could you explain what problem you are experiencing with your telephone, is there a dial tone? Are you currently able to make and receive calls?

Chris

[Dondatta]

Hi

The engineer didn't come but just rang me and said he'd fixed everything and said he found the problem 

The internet worked ok for 2 days and then returned back to it's old way of dropping connection. 

I have just been on the talk talk help for the last 2 hours and they keep making me so the same checks over and over again and in the end are saying they want to charge me £75 to send out an engineer. I know the issue is with the line because I can see the modem lights stop working. So it is before anything of my connection 

Also the open reach engineer confirmed there was an error and he said that equipment would need to be connected to my home phone line so they could find the fault but there engineer who rang me miraculously said he was able to fix it without doing this and yet the line is not fixed and talk talk are trying to charge me for a call out. All seems very sinister that I am paying for internet I am not getting and then threatened to be charged for a fault that even the open reach engineer acknowledged and claimed he'd fixed but did not 

All this at a time when my father has passed away and people cannot even phone me to give condolences as half the time the phone is not working and the other half I'm on chats with talk talk 

If talk talk do not want to resolve this then be professional and say so but I think my only solution now is the ombudsman. 

[Chris-TalkTalk]

Hi Dondatta,

Thanks for the update. I can see that another engineer has been booked, please let us know how you get on

Chris

[Dondatta]

Hi

An engineer came out today but said that the wrong engineer was booked. He said he does just standard copper lines and mine was gfast (I told him by contract is normal fibre 150} but he said that it is all different and so a different engineer will need to be booked by talk talk. 

He said he reset my line but now I have no phone connection. (I only realised this when a relative rang on my mobile to say they could not get through to the land line and the phone now says check phone line) 

The engineer said he had updated all the notes so said to check then that the right engineer has been booked for a follow up. 

[Dondatta]

Hi I think an engineer has been booked to come out. 

The problem I have though is as the interruptions are sporadic and sometimes off for hours and sometimes on for hours, the fear I have is when the engineer comes out he will say oh it is working (at a time that perchance it is working) and then not test anything properly. I guess I will have to cross that bridge once I get to it. 

[Chris-TalkTalk]

OK thanks. To investigate further we'll need to arrange an engineer visit. If you'd like me to do this please let me know and I'll confirm some details with you

Chris

[Dondatta]

Hi

Yes there is a lot of noise on the line. And the line did go completely down for a week in January

[Chris-TalkTalk]

Hi Dondatta,

I'm sorry to hear that you're experiencing problems with your broadband service. Line test is currently passing but showing a lot of disconnections over the last few days. How is your telephone service, does it seem to be working OK? Is there any noise on the line?

Chris