Serious lightning strike affecting phone line and router

[AndyG55]

Hi, We suffered a serious lightning strike 50 yards from us on Monday. Thank you, God, nobody was hurt but one property was damaged and a number of residents had electrical items burnt out. The impact affected quite a lot of residents as there were several strikes. Having contacted TT on Monday  via WhatsApp I was given the standard response by Openreach of 2 - 3 days. An engineer was assigned to complete the work and i was then told the issue had been resolved at 8pm. It hadn't, so I contacted TT WA again and having gone through the usual processes I was left without any answers or further information. Good news though as an Openreach engineer arrived yesterday morning finding a number of problems at the pole and where the line comes into the house. These were fixed, thank you Openreach. However, the router was burnt out. Thankfully I had an old spare router that I could link to gain WiFi as I had an important meeting with friends needing to be on line last evening. However, then the bad news. I contacted TT via WA at 6.20pm last evening requesting a new router and had to go through all the initial processes but disappointingly the TT staff member wouldn't listen, when I said the phone line had been fixed, telling me OpenReach had to visit. Only when I finally gave the engineers name was I listened too. However, They still haven't answered my question - please can someone send me a new router? I have been a loyal client of TT for 25 years. I am a neighbourhood watch coordinator and write 000's of emails each year. I am now out of contract with TT - should I leave?  Why are some TT customer reps so difficult to deal with? Thanks for your help, Andy     

[nambuso-TT]

I totally understand. I'm sorry for what you've been through.

[AndyG55]

Thank you, Nambuso. But oh dear, why has it taken me days since Tuesday to persuade someone to send me a new router? It has been a painful and time-wasting experience.

[nambuso-TT]

Okay no worries, Please see public message above and also refer to your private messages. Thanks

[AndyG55]

No, that reply wasn't showing when I sent my last reply to angelique. 

[nambuso-TT]

@Gliwmaeden2 thanks for that.

@AndyG55 Please see public message above and also refer to your private messages.

[Gliwmaeden2]

@AndyG55, did you see @nambuso-TT's reply [a few minutes before you posted]?

These pages take a while to update and refresh to show the latest post, so things get a bit out of sequence sometimes!

[AndyG55]

It sounds to me that when I have come offline as requested and have installed the broken router that the member of staff isn't then concentrating on this piece of work but is abstracted onto other tasks.

So no, I haven't installed the broken router, as I have had to complete work for an emergency service. 

Each time I disconnect, I have to make multiple reconnections when installing the old working router because of other items linked by WiFi. I will come offline in a few minutes and advise you.

[nambuso-TT]

Hi @AndyG55 I will be sending you a new router since your router is not working due to a lightning strike. The router should be with you in the next 2-3 working days. In order for me to send out the router to you I will kindly need you to confirm the address you would like us to send the router to. I will send you a private message and please respond with your address.

[angelique-TT]

I can't give an exact timeframe it depends on the cause of the issue. You have to remain on the chat whilst I run the checks for you so that we could complete them as quick as possible. Please confirm if you have now connected the broken router. 

[AndyG55]

Please advise me how long do these checks take? 

[angelique-TT]

The checks have not been completed as you reconnected your working router and that interrupted the checks that needed to be completed, please connect the broken router so that I can complete the checks with you. 

[AndyG55]

Please answer my question. Have the checks been completed? If not why not?

[angelique-TT]

Please confirm if you have now connected the router?

[angelique-TT]

I understand however we need to run checks with you on the line so that I can provide you with a resolution. I have started running checks with you so the broken router should have been connected. 

[AndyG55]

Angelique, I did what you asked and put in place the broken router from 12.30 pm to 1.30 pm yesterday. I wasn't told if those checks were completed. Nambuso requested that I put the broken router back in line again at 6 pm yesterday, which I did. I didn't hear anything, so I put the old working router back in place at around 8 pm. Haven't the checks been completed already? If not, why not? Surely they don't take 3 hours! I cannot simply come offline; I am incredibly busy with voluntary community work. Thanks, Andy

[angelique-TT]

I can see that your WiFi is still connected. Can you confirm that you're connected to the router, and that the router light is off/not working?

[angelique-TT]

I understand your frustration however I am unable to complete with the checks if you are not on the chat. 

[AndyG55]

Hello Angelique,

This is now unacceptable. I have done what you and your colleagues have asked. The broken router has been put back in place for 3 hours, as requested. Have the checks been completed? Please see this thread below. Please just send me a new router. If you cannot, I will have no alternative but to write to the CEO. Many thanks, Andy Garsed

[angelique-TT]

Yes, that is correct we have to run some checks before we can provide a resolution.

[KeithFrench]

Hi @AndyG55 

I understand your frustration, but there is not much I can do directly, as I am just a customer myself. I have never sent you any routers in the past for this reason. However, I have probably recommended it.

It is totally obvious that your router is faulty, however I believe that the new team on the forum have to go through their procedures before they can send a replacement.