WiFi / Router restarting and dropping out. . Issues with line and service.

[Stooped-labrat]

• Hello. I’m reaching out after speaking with Kieth on additional issues relating to WiFi issues in  our property.  We are still having shut down and restarting on with our broadband service.. despite having a replacement router. We have had a BT engineer out to replace a socket but he felt that may not be the end of issues. So it’s proved. Yesterday I spent ages on line trying to get someone to arrange a for an engineer to come and look into this issue again. The online bot says they need to do further tests etc etc.  How much longer do we have to endure a substandard service which I pay for? Our broadband is vital to our ability to work. Can someone please help. 

[Karl-TalkTalk]

Hi

Openreach have confirmed an external joint has been repaired due to corrosion.

Can you now monitor over the next 24hrs to see how the connection holds up.

Thanks  

Karl. 

[Michelle-TalkTalk]

Hello,

I'm sorry to hear that. We'll continue to monitor for an update from Openreach and will post back here as soon as we know more.

Thanks

Michelle

[Stooped-labrat]

Michelle, Thank you. BT Openreach were up the local pole yesterday afternoon. Amazingly all our old problems came back again with router dropout , restarting issues etc. Please let me know when BT will sort this out.

[Michelle-TalkTalk]

Good morning,

Thanks for your PM. I'm really sorry to hear this. I've re-run the line test now which has detected a potential external line fault and I can see that the fault has been raised to Openreach for investigation. I've checked and there are no additional updates from Openreach as yet so I will ask my colleague Karl to check for an update in the morning.

Thanks

Michelle

[KeithFrench]

It would appear from a PM that the customer has just sent me, that the line issues still remain.

[KeithFrench]

No problem @Chris-TalkTalk.

Hi @Stooped-labrat please can you provide me with a quick summary of the WiFi issues that remain & I will send you my guide on diagnosing WiFi issues. We can work through these together to get it all sorted.

[Chris-TalkTalk]

Hi @KeithFrench, Stooped-labrat has confirmed that the line issue has been resolved and has asked if you can kindly assist him with the wireless connectivity issue 🙂
 

Thanks
Chris

[Chris-TalkTalk]

I've sent you a PM so that we can discuss the issue further

Chris

[Stooped-labrat]

It is beyond difficult. Thank you for your concern.  

Am I to  take it we will be without broadband until possibly Sunday/ Monday? 

We have an enormous amount of personal things to be dealing with. I cannot stress how much this problem is causing undue concerns and worry. We are reliant on hotspot from a mobile phone, which is not good at all as we have such a poor signal out here. 

It would be very helpful to be able to speak personally with someone at a level that has control over these matters beyond just customer service or lack thereof. Can you provide details of who that maybe and a telephone number please. 

[Chris-TalkTalk]

I'm sorry for you loss, I know it must be a difficult time. The latest line test shows a fault that requires that we raise this as a non-appointed task, which I've now done. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home. If you have any questions please let me know

Chris

[Stooped-labrat]

Hi Chris. 

I can confirm I will not be paying any charges. We don’t have a service. 

I am available here morning or afternoon not Wednesday  next week as we are burying my father in law.

Please can you get BT to sort this out.  

[KeithFrench]

Hi @Stooped-labrat 

I am very sorry to hear of your breavement.

I hope Openreach get this sorted ASAP for you. When you are ready to continue with any WiFi diagnostics, please let me know. I will be very pleased if I can help at all.

[Chris-TalkTalk]

Hi Stooped-labrat,

I agree that the socket does appear to have been left in a mess. If you are unhappy with the work carried out by Openreach then you can report this directly to them here - Report damage, vandalism or a health & safety issue | Openreach

But as your service is affected I can arrange an engineer visit. If you'd like me to do this 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.
• Confirm your mobile number

Thanks

Chris

[Stooped-labrat]

How kind of you and your words are appreciated. It is indeed the most difficult time. 

I assume from your knowledgeable response you have dealings with both BT and TalkTalk. 

We like many in rural areas are very dependent on broadband. I just wish these “ providers “ would provide. I have been in business running companies for long enough to see shoddy work passed off and it’s wholly unacceptable. As I understand it’s BT Opennreach responsibility to provide the required working line to the property. TalkTalk are just piggy backing, plugging in a plastic not very good router and charging for it. They are terrible to deal with in my view and I have to jump through demeaning hoops every time , made to feel an idiot , and repeat myself so often  I feel like the victim not the client. Ive been a customer of this company since inception and every year I wonder why. This is all such a huge mess that the Obudsman , however toothless they may be , must be interested in what I regard as a monumental rip off. Sharp practice at every turn is amplified when the service is non existent and yet in the midst of a crisis it’s so so needed. Literally nothing can be achieved today without access to the internet, let alone the intelligence to navigate it and these over complex interfaces. I feel completely justified in cancelling my direct debit until my service is properly provided. This mess all started with a very simple request for a router/ mesh to give us WiFi coverage in our property. It’s developed into a total farce. 

any assistance however small in getting satisfactory broadband ( or how about placing the bar above the lowest common denominator) or better still one that is excellent would be appreciated. I hope that the CEO of TalkTalk sees their minions work because it should shock them into performing. 

[ferguson]

@Stooped-labrat 

I am so sorry to hear of your loss in the midst of all this, the last thing you need is a faulty broadband service. And frankly I cannot believe the mess that Openreach have made there, was that the way it was left after the engineer visit you mentioned earlier?

Forgive me for intervening, I just wanted to share my sympathies on both counts. The added information you have provided will I am sure help the support team here to vigorously pursue this on your behalf. I do hope you get it all sorted soon. 

[Stooped-labrat]

hi Chris. Sorry I’m busy with a family bereavement at the moment. We have been without internet on and off for days now. I had a look at the socket  and was shocked to see the state of how it was left. I’ve attached photos of the type but this is clearly not good. The router no longer is working so I assume the connection is not connected properly. Can you please arrange for BT to provide a proper  connection socket and line. I feel very let down by both TalkTalk and BT. I’m being charged for a service that is non- existent and I have to constantly chase things up. Clearly you will appreciate that at this time it’s vital I am able to access the internet both for family matters and business. On the matter of decent WiFi and correspondence with Kieth I’m unable to deal with that until this matter is fixed. 

[Chris-TalkTalk]

Hi Stooped-labrat,

How are you getting on?

Chris

[Stooped-labrat]

I will try. It’s behind a false wall so tricky. The BT engineer said he changed the socket though. 

[Debbie-TalkTalk]

Hi Stooped-labrat

Would it be possible to post a photo of your master socket on this thread?

[Stooped-labrat]

Sorry Chris. Do you mean the BT socket. The router is attached as per the BR engineer who reconnected it. Nothing has changed. I have only reconnected the router side as socket is difficult to see and get too.