Dreadful service

[werepuppy]

Dear Talk Talk

Please can you assist with the below - I literally cannot waste another few hours on the phone or live chat.

I have had an issue with my WIFI now for quite sometime whereby the signal drops out and buffers.  I contacted Talk Talk who could not detect a problem and so sent out an engineer (Christopher) on 22nd October.  The recommendation was an upgraded router plus for line checks by open reach to check for physical impairment on the corroded cabling.

I chased this with Talk Talk who sent out the new router but this seems to have made the signal even worse so I cannot stream anything consistently and google will constantly state not connected to the internet.

I made another appointment with an engineer on 29th October which was sadly cancelled and rearranged for 4th November.  The same engineer (Christopher) attended my property and stated that the router was good but also recommended Talk Talk provide a wifi extender but most importantly reiterated that open reach need to be contacted and arranged to attend the property as there's a fault on the line.

I have had hours of conversation with Talk Talk following this as to date no open reach engineer has been arranged.  Talk Talk state the checks are fine that they conduct over the phone and they cannot arrange for open reach engineer as the attending engineers notes have not been uploaded onto their system at Talk Talk.  The solution to this is they are sending out another engineer on 18th November - this is purely for notes so that Open reach can be arranged to attend my property.

For me this appointment is crazy but until Talk Talk have an engineers notes they are adamant they cannot make an appointment with open reach.

I contacted the subcontracted engineer today by telephone and they asked me to email the below for any notes to be uploaded in order to save everyone's time by having yet another engineer attend and say the same.

Sadly this was their response:

Hi,

We can only apologize for any inconvenience that this situation is causing but unfortunately due to our processes we need this email to be sent over by TalkTalk. We need an agent from their department to provide us our reference number of the job.

Sorry to add to the frustration but due to our data protection this is the process. We do not deal directly with customers at this inbox.

Regards,

Dane

Talk Talk were contacted who stated they cannot do this and kept the further engineer appointment  for today.  The engineer didn't turn up and I've had a message saying the engineers van was off the road so they were never going to attend.  I've now had to make another appointment for next Monday!!

All I need is for open reach to attend and fix the copper wiring.  Surely there's a quicker and easier way to deal with this ?????

[Chris-TalkTalk]

Hi werepuppy,

I'm sorry to hear that you've decided to leave, I hope all goes well with your new provider

Chris

[werepuppy]

Thanks all I’m having difficulty navigating the forum so haven’t replied until now - I ended up cancelling with talk talk as it’s clear the issue lies outside the property and talk talk seem to have difficulty in booking an open reach engineer. I have gone with a different provider in order to get internet. 

[Anonymous]

Morning,

How are you getting on? Do you still need assistance with this?

Thanks

Michelle

[Chris-TalkTalk]

Hi werepuppy,

How are you getting on, I can see that Keith has kindly offered to help you with this. Can you also please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[KeithFrench]

I can help with all issues of WiFi reception.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

What make/model of router do you have & are you using any WiFi extenders or boosters? If so what make/model are they?

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.