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Broadband Down - WiFi Hub Constantly disconnecting/reconnecting

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Community Team

Hi W130SN

 

This fault has now been passed to an Openreach line engineer and we should receive further updates within the next 48hrs.

 

Thanks

 

Debbie

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W130SN
Wizz Kid

Thank you Debbie,

 

Please confirm that an appointment is booked. Somebody is available here at this address 24/7

 

Thank you.

TalkTalk BorkBork
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Community Team

Hi W130SN,

 

There's no appointment booked yet as this was raised as a non-appointed task. I'll ask our network team for an update and get back to you


Thanks

Chris

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Community Team

Hi W130SN,

 

Our network team have now confirmed that an engineer visit is required

 

If you'd like us to go ahead with the engineer visit can you confirm

I've also PM'd you to confirm some other details 


Thanks

Chris

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W130SN
Wizz Kid

Yes I agree potential charges and request an engineer visit asap.

TalkTalk BorkBork
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Community Team

Hi W130SN,

 

Thanks for the PM, I've passed on your availability to our network team. We'll let you know when we receive confirmation of date and time slot booked


Thanks

Chris

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Community Team

Hi W130SN,


Our network team have booked the engineer visit for Friday 09/08 AM (08:00-13:00) - please let us know how you get on


Chris

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W130SN
Wizz Kid

Many thanks Chris, will update you on Friday. Cheers

TalkTalk BorkBork
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Community Team
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W130SN
Wizz Kid

The openreach engineer has stated that they need access to the panel/cabinet located in the premises of St Johns School.  https://www.st-johns.ealing.sch.uk/

 

TalkTalk need to liaise with https://www.st-johns.ealing.sch.uk/Contact-Us/ to arrange an appointment for an openreach engineer to visit the school. As it is school holidays, TalkTalk will need to speak to the on-site caretaker.

T: 020 8567 6251
F: 020 8567 6646

adminoffice@st-johns.ealing.sch.uk

 

Still having intermittent issues with phone and broadband, although better than prior to the engineer visit.

 

I HAVE JUST CHECKED MY LATEST TALKTALK BILL AND I AM EXTREMELY ANGRY THAT I HAVE BEEN CHARGED FOR AN ENGINEER VISIT ON 16/05/2019 WHEN I WAS HOME. SOMEBODY IS HERE AT THIS ADDRESS 24/7 AND I EVEN WROTE ABOUT THE VISIT HERE:

https://community.talktalk.co.uk/t5/Fibre-Broadband/Broadband-Down-WiFi-Hub-Constantly-disconnecting...

AN ENGINEER FAILED TO VISIT ME ON THE 10TH MAY 2019 AND i DID NOT RECEIVE ANY COMPENSATION. i REQUEST THAT MY BILL IS ADJUSTED IMMEDIATELY. THE REMOVAL OF THE £65 CHARGE AND THE PAYMENT OF £25 COMPENSATION.

I AM EXTREMELY UPSET AND WILL BE CONTACTING OFCOM IF THIS IS NOT ACTIONED WITHIN 48 HOURS.

 

 

 

 

 

TalkTalk BorkBork
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Community Team

Hi W130SN,

 

I'm really sorry to hear this. I've contacted our Network Team now in regards to the additional work that needs completing and I'll let you know as soon as I receive an update back.

 

@OCE_Arne - Would you be able to help with the engineer charge/billing query please.

 

Thanks

 

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Community Team

Hi W130SN,

 

I'm sorry for the delay. Could I just confirm, was this due to building work?

 

Thanks

 

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W130SN
Wizz Kid

No not due to building work, they needed access to the cabinet in the school on the 16/05/2019 and the school would not allow the engineer access during school hours.

https://community.talktalk.co.uk/t5/Fibre-Broadband/Broadband-Down-WiFi-Hub-Constantly-disconnecting...

On 09/08/2019 the engineer again required access to the box located in the school but he could not locate the caretaker to gain access.

Obviously the equipment in the school has nothing to do with us and is openreach/BT equipment.

We should not be charged for openreach not being able to access their own equipment as we do not have access to it or any responsibility for it.

TalkTalk need to liaise with OpenReach and the school.

 

Please ensure that the billing issue is also dealt with.

 

Many thanks

TalkTalk BorkBork
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W130SN
Wizz Kid

@OCE_Michelle @OCE_Chris @OCE_Debbie @OCE_Karl @OCE_Arne Please confirm that the billing issue is being dealt with and that contact has been made with St Johns School

TalkTalk BorkBork
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W130SN
Wizz Kid

I request an immediate update as to my previous posts regarding my service and billing issues.

 

It is starting to feel like I am being ignored.

TalkTalk BorkBork
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Community Team

Hi W130SN,

 

I'm really sorry for the delay in getting back to you. @OCE_Arne is now back so I've asked if he can advise on the engineer charge.

 

Our Network Team advised that the notes didn't mention the school, only that building work was being completed and that we would need to re-book the engineer once this work was completed. I've asked if they can speak to Openreach again and I'll let you know once they reply back to me today.

 

Thanks

 

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Community Team

Hi W130SN,

 

I've just received an update to advise that again there was no mention of the school from the engineer and that they advised us that builders were blocking access to the DP. You've advised that there is no building work, however have you noticed any close to your property? If there is then we would need to re-book this once this work has been completed.

 

Thanks

 

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W130SN
Wizz Kid

This has not resolved the issue.

 

I have been billed for an engineer visit that was attended by an engineer but they could not access their equipment. I am not responsible for their equipment.

 

I am only responsible for equipment on my premises, as there is nothing wrong with the equipment on my premises then I should not be charged. I am not responsible for OpenReach/BT equipment or their access to it.

 

On another occasion an engineer failed to show up to a booked appointment and I did not receive compensation.

 

I request that this is dealt with urgently.

 

If this is not resolved then I will be contacting Ofcom https://www.ofcom.org.uk/home

TalkTalk BorkBork
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Community Team

Hi W130SN,

 

Sorry but have you any idea what the building work is that the Openreach engineer is referring too?

Chris

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W130SN
Wizz Kid
Ealing Council are redeveloping the estate. There have been ongoing works for several years and these will continue for several years into the future.
https://www.ealing.gov.uk/info/201104/housing_regeneration/373/green_man_lane/1
https://conranandpartners.com/project/a2dominionrydon-green-man-lane/
http://www.rydon.co.uk/what-we-do/regeneration/case-studies/regeneration/green-man-lane

On 3 occasions the openreach/bt engineer were unable to find the correct box/panel/cabinet that housed their equipment. They think it is located in the grounds of St Johns School.

Obviously this is beyond my control, I request a refund of the £65 charge is made immediately and that I am paid the £25 compensation for the OPENREACH/BT missed appointment.

This is becoming ridiculous now and I am losing patience.
TalkTalk BorkBork