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Fibre Query

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Team Player

Thanks Debbie

I've unplugged now so feel free to test and let me know when complete.

Many thanks

Curt

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Community Team - TT Staff

Hi Curt

 

Thank you, just running a test now and I will post back shortly.

 

Debbie

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Community Team - TT Staff

Hi Curt

 

The line test is still detecting a possible fault. Has the face plate also been removed?

 

I can then raise this over to Openreach to be investigated by a line engineer.

 

Thanks

 

Debbie

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Team Player

Hi Debbie

 

Yes the faceplate is removed and the phones and modem have all disconnected.

Thanks

Curt

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Community Team - TT Staff

Hi Curt

 

Thank you. You can now re connect the faceplate/equipment.

 

I have passed this fault over to Openreach to be investigated by a line engineer. We should receive further updates within the next 48hrs.

 

Thanks

 

Debbie

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Team Player

Thanks Debbie

 

I look forward to further updates. 😊

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Community Team - TT Staff

Hi Curt

 

I've checked for updates on this fault but it is still with Openreach. We should hopefully have further updates/information by tomorrow.

 

Thanks

 

Debbie

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Team Player

Hi I've just had this text. 

 

 

TalkTalk update: We're just checking in after your recent engineer visit and think you may still be experiencing problems with your service, if that's the case simply reply to this message in the next 5 days and one of our team will be able to help. (Standard mobile charges may apply).

 

Does this mean this is an update please? 

Many thanks

Curtis

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Community Team - TT Staff

Hi Curtyboy,

 

I've checked and it appears that the next step will be to arrange an engineer visit to the property. Would you like us to arrange this for you? We'll just need to confirm some details first before we can arrange this visit.

 

Thanks

 

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Team Player

I'd say yes please if they can fix the fault externally. 

 

Please let me know what further info is required. 

 

I'll be home Friday if this works? 

 

Many thanks

Curtis

Community Team - TT Staff

Hi Curtis,

 

If you'd like us to go ahead with the engineer visit 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 PM'd you to confirm some other details 


Thanks

Chris

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Team Player

Hi Chris

I have an open reach engineer due to visit Saturday 30th but will no longer be available. Can this please be moved to Wednesday 4th Dec please? I can be flexible with am. Or pm.

Thanks

Curt

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Team Player

Hi 

The openreach engineer didn't visit Saturday 30th so I assume this was changed on my request? 

 

Can someone please confirm when the engineer is due to visit please?

 

Thanks very much

Curt

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Community Team - TT Staff

Hi Curtyboy,

 

The fault ticket notes say "the repair is still ongoing, engineer will try to fix the fault today (yesterday 1st)". Have you heard anything from Openreach over the weekend?


Thanks

Chris

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Team Player

Hi Chris

 

Had a call last week from talktalk and arranged an engineer for the saturday.  I'm sure an afternoon was booked.

 

I wanted to change but as I had no confirmation I stayed home on the 31st but openreach didn't arrive so assumed it had changed.

 

Someone was home all day Sunday too and there was no visit or contact. 

 

Strange I'd have thought there would have been a comment on file for this.

 

As previous I can be home on Wednesday if a home visit is needed. 

Thanks, 

Curt

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Community Team - TT Staff

Hi Curtyboy,

 

I've requested an update from our Network team, I'll let you know when I have any more information 


Thanks

Chris

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Community Team - TT Staff

Hi Curtyboy,,

 

Our network team have confirmed that this is still in hand with Openreach, and an engineer is due to go out between 8am-1pm on the 5/12, they may need access

 

Thanks

Chris

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Team Player

Thanks for the update Chris.

Openreach did visit today whilst I was in work and claimed there were no issues.  They also performed a dlm reset and the speed has increased to 55000kbps with no errors but interleaving is now active. 

I also had a further call from open reach to say they may need access to the property on Thursday so I will be available.

Thanks 

Curt

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Community Team - TT Staff

Thanks for the update Curt, please let us know how you get on on Thursday


Chris

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Team Player

Hi support,

So the unstability has started again. 

Many drops and reconnections and it looks to be big swings in snr again as per my last issue.

 

I have seen my speed drop down to 39998 connection from 54000 and the line erroring. 

 

I have seen snr margins from around 6-8 to - 2.

Obviously the margin has increased now where the speed has been limited.

 

Could this be looked into please as last time it was put down to test equipment not being setup correctly. 

 

Many thanks

Curtis