Greetings 🙂 ,
I have not had a response from Chris to my question above .
So some background to this issue. I am a TalkTalk customer for past 20+ years ( i think ) and my contract was about to expire last November. I was on basic broadband and it worked fine , yes no issues . On the renewal the fibre 65 option seemed best so opted for it.
The issues started soon after . The internet would trip out . The router would flash red and then red / white and then white for a service.
This issue was quite random and happened several times a day. Did a line test and it failed. The first engineer came round and carried out tests and said the speed was low. He snipped wires at the and re- plugged the socket back it . Did few tests and said yes its fine. He said to give it a few days to see how it goes and left . The next few days were similar to before but seemed to lesser drop outs . We are both retired and wife watches TV more than i do . I play bridge online . Hence we note the drop outs more .
Carried out another line test . It failed . Second engineer came round . Carried out tests and said yes the issue is there . He said ' there was a drain ' on the internet . Now these kind of things are beyond me . He said he would fix . Snipped wires again and tests done . He said the issue ' could be anywhere ' and after doing some more work said it was fine but suggested a new router needed . This re requested . Said to wait for it to arrive and that should do the trick . He left. We noted on some days the internet was 100% and others days it would drop out at random times several times a day.
The new router arrived and i connected it . There was no improvement . Carried out a line test. It failed . Third engineer came . He did tests and was of the view the issue may be the cable that ran from BT line to cable that ran underneath the concrete floor. He said perhaps to drill and lay a cable above the shirting board would clear the issue . I asked him how long would that take and what if the issue still prevails afterwards ? He did not give me a reply . Carried out a few more tests and said the readings were fine. He left saying to leave it for a few days ( like concrete waiting to dry ? ) and left me his number to update him . I did a few days later saying the issue still there . He said to contact my service provider . I carried out a line test . It failed again.
Fourth engineer came . Line tests done . I related ( as i did with other engineers ) of the issue . He called his mate who arrived and they ran a cable from BT line thats inside the house to run outside along the bottom of outside wall and drilled in a new connection point inside house. Socket relocated to this new point . More tests conducted . It looked very promising . He left ( again saying to give it a few days and left me his number too to update him ) . The issue still there but the drop outs were few. Line test conducted. It failed .
Fifth engineer came round . Carried out more tests after my update . He called in for assistance as he decided the issue could be anything but to start with the line coming from the pole outside to my home. Another engineer came with a hoist to fix a new line from the pole to the point at the top of the roof ( above the top window ) . There is a further line the comes down from here to the main line that comes into the house ( this is where the issue maybe ? ) . After line attached , no internal tests done . He said the ' line was too tight ' and was happy they had installed a new line and was confident the issue is now resolved . He left . The connection is a lot better - still trips out at random times for a couple of minutes . Line test carried out . It failed .
The above is the fully story - from November to now .
So my question to Chris - TalkTalk has an obligation to provide a service . That its doing the best it can . I understand that . Why should i now have to pay for an engineer to fix the fault ?
