Connectivity Issues

[Craig37]

Hello, hoping someone might be able to advise. We have been with TalkTalk for around 13 years with no issues until a month or so when wifi stopped working in certain parts of the house. After discussions with TalkTalk they suggest upgrade to fibre 150 (at an additional cost) this was installed on 20/9 and we have had problems since. The modem will drop signal and we then lose connectivity around the house. I called and spoke to TalkTalk last night and they said a fault on the line and this would be fixed by open reach, today my wife who works from home has lost connectivity and it has impacted her working day. I’ve spoken to talktalk again tonight, spent around 50 minutes on a call with the solution to be sent a new modem as mine might be faulty, then after holding to transfer to another department I cut off and it came to 7pm and everyone has gone home. So i have another evening of unreliable broadband, another working day tomorrow interrupted for my wife and another call when I get home.

has anyone else had similar issues, I am so frustrated and disappointed by the issues.

[Chris-TalkTalk]

It's showing on our systems that the appointment has been rearranged for the 10th - Reservation of a Openreach engineer appointment has been successful. Reserved appointment slot : October 10 2024,AM 

It's not updated yet on the Openreach website but that's not unusual, it usually takes up to an hour to update

Chris

[Craig37]

I’ve not had a message regarding the new date

[Craig37]

Can I ignore this?

*Engineer Appointment*
TalkTalk Update: Hello, your engineer visit is confirmed for 04/10/2024 between 8:00am and 1:00pm. If your issue is fixed, or you need to rearrange or cancel your appointment, please reply to this message before 12:00pm, one working day before your appointment date to avoid a missed appointment fee of £75.00.

Don't forget to keep an eye on any updates via 'My Active Faults' in My Connection or If you need to talk to us about the appointment please reply to this message.

[Chris-TalkTalk]

I've booked it for Thursday morning

[Craig37]

Hi Chris,

Yes next Thursday or Friday

Thank you

[Chris-TalkTalk]

I've amended the engineer visit to  - October 10 2024, AM - you should hopefully receive a message with the new appointment date

[Chris-TalkTalk]

Thanks. What did the message say?

[Craig37]

Hi Chris, yes next Thursday or Friday. I’m now a bit concerned as  I’ve had messages about cancellations

[Chris-TalkTalk]

Are you available next Thursday and Friday? I can try to rearrange the visit for then?

Chris

[Chris-TalkTalk]

OK, I'll try to cancel it

Chris

[Craig37]

Chris, sorry, my wife will not be in tomorrow due to a pre planned appointment. Can this be rescheduled please? 

[Chris-TalkTalk]

I've booked the engineer for tomorrow morning - October 04 2024, AM - please let us know how you get on

Chris

[Craig37]

Thank you

[Chris-TalkTalk]

Thanks. I'll book the engineer now and get back to you with the details

Chris

[Craig37]

Chris, sorry I thought I made that clear. Yes, I will accept possible charges if in some version of reality this is not a line fault, despite the amount of time this is taking, multiple line checks, text messages of confirmation that there is a fault. Please note my on going frustration.

[Chris-TalkTalk]

Hi Craig,

If you'd like me to book the engineer could you confirm that you accept potential engineer charges and I'll book the appointment

Thanks

Chris

[Craig37]

Hi Chris,

Yes, I’ve just had a text from TalkTalk

TalkTalk Update: Hello, our monitoring after your engineer visit suggests there might still be some issues with your broadband. If you haven't yet, try rebooting your router. If everything's working fine now or if you're still having trouble, please let us know at talktalk.co.uk/faultretest we're here to help! Your TalkTalk Team

so safe to assume it is a line issue.

craig

[Chris-TalkTalk]

Hi Craig,

The engineer would check the line for faults. If you'd like us to book the engineer visit can you confirm that you accept potential Engineers charges and we'll book the first Thursday or Friday appointment available

Thanks

Chris

[Craig37]

Thanks Chris, I do think that is misleading and somewhat confusing using the same names.

What would an engineer do? I’ve been told that there is a fault on the line, twice on the phone, once on chat and again in this thread. An openreach engineer was tasked with fixing it and this morning my wife has had to turn it on and off.

one of your colleagues who I called yesterday suggested the equipment was faulty and a replacement would be sent but I was cut off before confirming my details.

my wife works from home Monday-Wednesday so would need engineer on Thursday or Friday to reduce disruption.

I appreciate the support given to date but this is now a frustrating and time consuming saga.

[Chris-TalkTalk]

Full Fibre is FTTP (Fibre to the premises), you have Fibre150 but it's G.Fast which is FTTC (Fibre to the cabinet) , this comes the a modem and Sagemcom wifi hub, apologies for any confusion

If you'd like us to book an 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.

Thanks

Chris