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London, 2017, "Fast broadband package" and we have no service what so ever. We were just recovering after more than 2 weeks of "repairs" on our road and today is all dead again.
The billing system is never down though.
I'm really sorry to hear this.
I can see that this fault has been raised to our Network Team for investigation. I've requested an update on this fault and I will post back on this thread as soon as I receive further information.
How comes that we have so many disruptions in the last couple of months?
And none of them are rectified within 24-48h.
As with most providers, we log the faults to Openreach and must follow their processes and work within their SLA.
The fault is progressing for a non appointed engineer.
OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat
I recommend everyone to stay away from TalkTalk. 48h since I've reported the fault and not a single update/email/phone call. Horrendous!
Avoid TalkTalk! Pay a bit more and go for a reliable provider if your life/work rely on a broadband connection.
You mentioned that you had roadworks of some kind recently, are you the only ones in your area affected by this loss of service?
Well, I note from your link that you have the misfortune to have aluminium cabling in your area, this is unfortunate. Equally, there is no reason whatsoever why customers of any other ISP should be in a better, or worse position, nor would it make any difference to you if you switched, the wiring to your home would remain exactly the same regardless of provider.
I sympathise with your predicament and understand your frustration, the reality is that we are all at the mercy of BT Openreach when it comes to this sort of thing.
the wiring to your home would remain exactly the same regardless of provider.
Or maybe not, maybe they'll use something called fiber.
Do any other Openreach providers in your area offer fibre to the home? It may of course be worth considering Virgin Media if they operate in your area, that may be the only realistic alternative.
BT Openreach have provided the following update:
Passing to an engineer with underground skills because the fault has been proven underground. The line has been proven good to the PCP.
We should receive further updates within the next 48hrs.
Magic number this 48, it keeps you going on and on.
Is the fault in the same cable that presumably was replaced 2 weeks ago?
What is the contractual timeframe within a fault must be fixed?
It's dependent on the work required to fix this fault. This fault also requires a different engineer and this is why the engineer requested an underground skilled engineer. As soon as we receive further information then we will provide you with an update on this fault.