Really suffering trying to deal with the TalkTalk support staff through the regular process with my fault. Is there any TalkTalk staff here that can actually put me in touch with someone that understands GFast and the Openreach faults process outside of the typical TalkTalk scripted workflow that seems to breakdown entirely with more complex issues?
For the last 2.5 years I have had a GFast service, previously with another ISP but 6 months ago I migrated this to TalkTalk. The copper distance between my master socket and the PCP cabinet where the GFast kit is installed is approx 30Meters and up until the 25/26th August my max sync rate with the cab in Openreach own data proved to me by Openreach install as well as engineer fault visits was around 600Mbps but capped at 330Mbps in line with the maximum profile Openreach allow customers to order. Nice short reliable line. Everything should be great.
Unfortunately we recently suffered two prolonged 10-12 hour outages (that impacted not just me but also my neighbours using with other ISPs) and since the second of these around 25/26 august my line will not sync at its previous speeds and has dropped and will no longer sync above 250Mbps, less than half of the original capability and 80Mbps less than I was previously getting at the 330 artificial profile cap.
I’ve raised faults through the normal processes and Openreach have now attended twice to try and resolve, both times confirming that there is an issue not just with my port, but the spare ports on the GFast kit in the cab as well which also will no longer sync at expected speeds, suggesting the entire card, or physical connector to the copper pairs is now faulty (perhaps damaged when swapping a faulty card after the outages?).
On the second visit the OR engineer finally raised an internal LLUMS case to have an additional card installed (there is actually a spare card but this has also been marked as faulty) so that they could try and shift me to a new non-faulty port to try and fix the issues. Happy days. However, through the normal TalkTalk support process the fault tickets just keep getting closed as everything according to TalkTalk is working fine and the outcome from the Engineer visits requiring the new card and port shift is ignored. Leaving me the choice of going back at the start of the scripted troubleshooting process again to get the fault re-raised! A waste of everyone’s time!
How can I deal with someone within TalkTalk who can actually chase down a resolution to the LLUMS case with Openreach, resolve my fault properly and restore my service back to how it was working for the last 2.5 years before these outages? I do not feel considering this is confirmed as an Openreach problem that this is unreasonable? I don’t feel the community is the right place for this but even having ‘escalated’ these faults I do not feel that the ‘senior managers in support’ that only make outbound calls are actually any better than a normal script follower?
Thanks in Advance
