Repeated disconnections for months despite engineer

[Marshall117]

Our internet has been randomly dropping it's connection for the last few months, despite being stable for over 20 years, from dial up, to ADSL, to fibre.

We have suffered the torture of online chat who sent an engineer out.

The engineer came and internet was fine, although we explained that the connection was failing to the openreach modem, before the talk talk router.

He left and we were charged for the visit, stating it was a home network issue.

This we will be legally disputing.

This is despite every device being able to connect to the router but not to the internet as the openreach was not connected to internet or DSL, no lights on either.

We have two essential homeworkers struggling with possible loss of jobs due to this issue which has been explained is a outside network issue.

As stated this is causing considerable lost earnings and fear of job loss

We are stuck and apart from paying for legal help do not know what to do. 

[Marshall117]

Thanks Gliwmaeden2,

[Gliwmaeden2]

Perhaps open a topic about the wrongful charge in the billing section, @Marshall117 ?

[Marshall117]

They have been working on fibre on the existing telegraph poles at around the same time issues started, the engineer was informed but did not seem that interested

[Marshall117]

I will confirm again same as last time for an engineer visit later this week

Can you also please let me know how to claim back the wrongful charges from the last visit, the visit where the engineer said there was no problems at the premises, and it was likely to be an exchange issue but nothing was solved and we still got charged.

[Chris-TalkTalk]

OK, if you'd like me to book the engineer can you confirm:

That you accept potential Engineers charges

Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

i've also sent you a PM to confirm some other details

Thanks

Chris

[Marshall117]

Ok that is what I will do 

I will need another engineer to come out regardless as the fault is still very real and causing work issues.

As my son sets up and maintains large networks for major companies I can also get a written statement from him to verify the status of my internal network.

He can do nothing about the external from the exchange to the openreach modem.

[Chris-TalkTalk]

If you feel you shouldn't have been charged for the previous engineer visit could you raise this in the billing section and we'll be happy to take a look at it for you

Chris

[Marshall117]

Thats the issue Chris

We didnt show any issues on our internal connection last time, and the engineer left saying he would sort at exchange.

Then we had the bill of £60 ish completely out of the Blue.

I am sure you should be able to check the records of the engineers visit to  see this.

[Chris-TalkTalk]

As the line  tests are passing we would need to arrange an engineer visit to your home and to do this we would need you to confirm that you accept potential engineer charges. I've run another line test and although it's passing it is showing reconnections so if the problem isn't on your internal network then there shouldn't be a charge

Chris

[Marshall117]

As stated, my internal network is fine and all connections are fine to the router, and to each other via the router.

The connection to the openreach is the issue 

[Marshall117]

The problem is "potential engineer charges"

I agreed to this last time, and although no faults were found at my premises, somewhere where there has been no faults for over 20 years, 

Where your own logs, my logs and the openreach modem  show   DSL dropping and internet dropping out, I was still charged and nothing was done.

[Chris-TalkTalk]

You would need to agree to potential engineer charges before we can arrange the engineer visit, please see Engineer charges - TalkTalk Help & Support

Chris

[Marshall117]

An engineer visit is fine as long as we are not charged for an because they cannot find the external issue. As stated, we are already seeking free legal advice to reimburse us for the last visit.

The engineer at that visit said our internal network was fine and that it would be an exchange issue and he would get the external lines, exchange etc fixed..

There was no mention of us being charged as the issue was not on our side

No mention of a charge as 

[Chris-TalkTalk]

Ok thank. We can arrange an engineer visit to investigate further, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

[Marshall117]

There is no line noise at all. 

[Chris-TalkTalk]

Hi Marshall117,

I'm sorry to hear that you're still experiencing problems with your broadband service. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Marshall117]

I am still having mayor connection issues.
After you running your tests about a week ago the connection stabilized for about 5 days, only dropping the connection once or twice a day, but the last 3 days it has been hell.
Nothing has changed on our internal network and all devices wired or wireless can all access the separate TalkTalk router and each other through it.
Yet again it is the connection from the exchange to us as shown by the absence of both the DSL and internet lights on the separate Openreach modem.
This has now been going on for months.
We trying to work from home and are paying for a service that is getting unusable.

The companies we work for  have been patient but that is running out.
The engineer you sent out to us did not find any issues as the connection can be stable for minutes, hours, or days, completely pot luck.
And you charged us for his visit despite him solving nothing.
A charge that I need refunding.
Below is the connection drops from the last few days.

18/06/2022 00:31:24 0:01:46
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 03:04:35 0:03:29
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 04:25:12 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 06:14:43 0:02:08
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 10:46:15 0:01:58
LAN OK - 192.168.1.1 responded in 1 ms

18/06/2022 11:03:18 0:01:42
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 11:13:38 0:02:13
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 11:25:44 0:02:08
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 11:49:01 0:05:17
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 12:50:21 0:02:16
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 13:01:53 0:02:52
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 13:05:25 0:02:03
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 13:08:08 0:04:34
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 14:14:50 0:02:51
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 15:40:52 0:01:39
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 17:58:26 0:01:37
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 18:48:06 0:01:45
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 19:08:23 0:02:04
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 22:32:28 0:02:51
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 05:04:46 0:04:17
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 06:48:07 0:02:00
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 08:02:05 0:02:17
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 11:39:57 0:02:09
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 15:12:43 0:02:11
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 15:34:58 0:02:09
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 15:37:50 0:01:34
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 16:18:21 0:06:49
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 16:30:07 0:01:46
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 10:34:57 0:03:24
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 11:44:27 0:01:49
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 11:46:56 0:11:06
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 12:01:12 0:01:47
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 12:08:39

[Michelle-TalkTalk]

Hello,

Again apologies for the delay. The line test is clear, however I can see re-connections on the line. Can I just confirm, do any lights change on the Openreach modem or just the router?

Thanks

[Michelle-TalkTalk]

Hi,

Apologies, we're still investigating the line test issue so we will try again shortly and will again post back once this is able to run.

Thanks

[Michelle-TalkTalk]

Morning,

Thank you. I'm experiencing an issue running a line test at the moment so I will try this again shortly and will post back here with an update.

Thanks