Over a week of no internet

[dustjunky]

Our internet went off on October 31st (along with a few other houses on our street who use a mix of ISPs).  TT rasied a case on OpenReach and they said that on Nov 3rd they had fixed it (which they had not asmy TT router was stil flashing amber/white).  TalkTalk then said that to be able to escalate it back to Openreach they needed to send a TT engineer to my house and they came today (Nov 8th).  As expected, the engineer tried a new router and it made no difference.  After the engineer visited I got a text from TT saying I had to do some further tests in my home.  I called TT and had to do all of the questions and router/modem resets again before Openreach could book an appointment to have an engineer come out tomorrow.

I have a bad feeling that the Openreach engineer is just going to throw it back at TT and I am just stuck between the two of them with no internet.  I have had to purchase a 4G router and pre-loaded data SIM to be able to allow myself and my wife to continue to work from home and have spent hours on the phone with TT.  If anyone from TT can do anything to look into this issue and ensure that Openreach understand that this is definitely their problem, as multiple houses are offline, it would be very much appreciated.

[Arne-TalkTalk]

Thanks for the update, I will pass on your feedback. 

[dustjunky]

Had the manager call me back just now and thankfully due to the notes left by the escalation manager in November, they are now crediting me for the full 15 days of outage.  I do however suggest you make sure that your first line support engineers fully understand the £9.33 refund per day rule, as they were giving completely wrong advise on my first call today.

[dustjunky]

Coming back to this due to the inevitable mess up with auto-compensation....

After speaking with the escalations team in November and having them add lots of notes to my account about the £9.33 x 15 days I should receive as a minimum, it's now December 15th and I have received £9.33 x 1 in compensation.  I called TalkTalk customer services today and was initially told that auto-compensation is based on the cost of my monthly broadband charged (which is definitely not right). I pushed on this and was told they would speak to their manager.  When they came back they said I could have £15 total compensation for the 17 days of outage I experienced, which I said was unacceptable and I am now waiting for a call back from a manager to discuss my complaint further.

275 minutes of total phone call time to TalkTalk so far due to this outage and complaint....

[Debbie-TalkTalk]

Hi dustjunky

I'm so glad to hear this, thanks for letting me know 🙂

Debbie

[dustjunky]

Yes, I have been back online since.  Now I am just waiting for the auto-compensation system to kick in and hopefully it will calculate the figure correctly, as there were multiple cases opened during the outage.  Apparently, this will be completed by December 10th.

Thanks for your help

[Debbie-TalkTalk]

Hi dustjunky

Has everything been working ok since your last post?

[Debbie-TalkTalk]

Hi dustjunky

I'm so glad to hear this.

I've asked my colleague to confirm what work was completed to resolve the fault. I will post back here as soon as I have further information.

Thanks  

[Karl-TalkTalk]

Hi

Glad to hear that you are back online. Please let us know here what you find out.

Regards,

Karl. 

[dustjunky]

No engineer came to our house, but at 1.27pm I got a text from TalkTalk saying we no longer need an Engineer to visit and at the very same time I can see in the router debug logs that we were assigned an IP address which means we are now back online!

Just waiting now for a call from my TalkTalk escalation manager to see if Openreach shared any notes on what they did to fix it.  Plus, fingers crossed we stay online...

[Debbie-TalkTalk]

Hi dustjunky

I'm glad to hear that my colleague is keeping you updated.

Apologies in regards to Openreach. This is why the previous fault tickets were closed, Openreach were advising you work was needed at the PCP but then didn't keep the fault open to make sure this was carried out.

My colleague will be able to monitor this and communicate/escalate with Openreach.

[dustjunky]

 I'm having regular check-ins with my TalkTalk escalation manager, it's just Openreach keeping us in the dark

[Debbie-TalkTalk]

Hi dustjunky

Thanks for your reply.

My colleague has advised that they will manage this fault to ensure it's resolved.

Are you being kept updated on the fault progress?

[dustjunky]

Just to log some notes on this thread for my own memory of progress so far and in case others face similar issues in the future.

My escalation manager at TalkTalk needed to start from scratch, as there was no Openreach case to reference.  This meant restarting my modem and router for 30 minutes, running line tests and then booking an Openreach engineer.  We booked a visit for the morning of November 15th, but Openreach didn't show up (again) and so I have re-booked for this morning (16th).

From the looks of it, the actual line is working fine.  My Openreach modem shows DSL and Internet, but the final stage of Openreach's DHCP server giving me an IP address is not happening for some reason.  This is why Openreach seem disinterested, as the line looks fine but no one is looking deeper at the service beyond just the physical line connectivity.  Apparently, in Openreach's jargon this is what we believe we need them to do: "Test the central test head with DCoE and send the service delivery package to prove Auth and PPP."

We are now at day 17 of outage for myself and the other 50 customers facing issues (850 cumulative days).

[Debbie-TalkTalk]

Hi dustjunky

I'm so glad to hear that the team have now made contact.

[dustjunky]

Call received from case escalation team and hopefully getting a call back later today from them with an update from Openreach

[dustjunky]

Well I was not contacted yesterday.  Can you confirm via DM what number they are trying to reach me on?

We are now at day 15, which means a cumulative 750 days (so 2 years) of downtime for the 50 affected customers.

[Debbie-TalkTalk]

Hi dustjunky

The team have confirmed that they will contact you today.

In regards to the fault, Openreach have closed the last fault raised and asked us to arrange another engineer visit even though the engineer told you a visit to the property is not required.

This is why we have now raised a complaint and a complaints manager will be contacting you to try and progress this fault.

[dustjunky]

While I am waiting for the call from TalkTalk, are you able to confirm Openreach have acknowledged the issue and are working on a fix?

[Debbie-TalkTalk]

Hi dustjunky

I've just chased for an update now and asked if you can be contacted today.

Thanks

[dustjunky]

So are they calling first thing Monday?

Given that the TalkTalk status page for my fault changed to "Internet connection looks good", even though it definitely doesn't look good as myself and the 50 houses around us are still offline, how can I know that Openreach even acknowledge that the fault still needs fixing?

I've run another connection test to have the TalkTalk fault open again, but rest assured I will not be entertaining any more modem resets, router resets or engineer visits to my home.  You need to get an Openreach NGA Engineer to PCP 19 and get them to fix the faulty DSLAM that has now been down for 13 days.  With 50 houses disconnected that is a combined total of 650 days of downtime.  It's also concerning that there seems to be no mention of our fault on this site: https://freeola.com/support/network-status/broadband/