Help me contact someone that can actually help with Openreach GFast fault

[coop3r]

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

[coop3r]

I mentioned the LLUMS case to him as part of the history but not had any update on that specifically as yet.

Interim update: He’s currently working with another team remotely to go through the normal processes to get to the more senior remote teams, however the remote team reset my port as part of this process and it now won’t sync with his test kit at the cab at all.
They have done a shift onto another port that they managed to find was apparently free but this won’t sync with his kit either. He’s now back on the phone to the remote team trying to figure out what to do next as there is no service at all currently. 

He did mention however checking some of the other ports for other customers all of them have a max sync rate higher than the port I was using (e.g. these others showing max rates around 375Mbps) despite their properties being much further away from the cab so at the very least he confirmed again my port was certainly not right when compared to that and the previous 600Mbps max rate. 

Once he is off the phone to the remote team I will update further. 

[Debbie-TalkTalk]

Hi coop3r

Thank you. Did he or you mention the LLUMS case previously mentioned?

[coop3r]

Hi Debbie,

Engineer arrived about an hour ago. Same findings in the house and has gone across the road to the cab where he’s been now for 45 mins or so.

As soon as he is done there and has something to report back I’ll post again and let you know. Thanks

[Debbie-TalkTalk]

Hi coop3r

Please let us know once the engineer has attended and I can check the engineers notes straight away.

If the engineer needs to raise a new LLUMS case then I will chat with Openreach to make sure they don't close the fault ticket.

[Debbie-TalkTalk]

Hi coop3r

Thanks for your reply.

I have arranged the engineer visit for 28/09 AM (8am - 1pm)

Please let us know how you get on following this visit. I will also check the engineers notes.

[coop3r]

Hi Debbie,

I dont really mind either way but lets just say AM. Thanks

[Debbie-TalkTalk]

Hi coop3r

Thanks for confirming your details. When would you be available AM and PM?

[coop3r]

No worries, if that's the only way to progress this then I will respond to the PM regarding the next engineer visit now and get this moving.

Many Thanks

[Debbie-TalkTalk]

Hi coop3r

Apologies, the only option we have now is to arrange another engineer visit.

If this engineer decides a LLUMS case is still needed then they will raise this again. We are unable to raise a LLUMS case ourselves, this has to be done by an Openreach engineer. I did speak to Openreach about the last fault raised/closed and asked if it was still raised and they advised no and that we need to arrange another engineer visit.

I can understand why you are reluctant to go ahead with another engineer visit. I can monitor the fault ticket once the engineer has attended to make sure the engineer doesn't just close the ticket.

[coop3r]

I appreciate your help on this, but based on both engineers getting the same poor speeds when testing directly in the cab itself across multiple ports, and having swapped all of the equipment my side and having the same issues I don't see what another visit to my property is going to resolve until the issues in the cabinet itself can be rectified? I was hoping you would have some visibility of the LLUMS case OR raised internally against their previous visit and I am surprised that my specific fault isn't still open considering the engineers findings?

[Debbie-TalkTalk]

Hi coop3r

Thanks for your reply.

No I was referring to a G.fast connection.  I can add to the notes for the engineer to replace the G.fast box.

[coop3r]

Hi Debbie,

Are you confusing my copper based GFast connection with a full-fibre based GPON connection with an ONT? The latter can only be replaced by Openreach, but in my case I have a copper phone line with a master socket.

See Set up your Wi-Fi Hub for Fibre 150/250 - TalkTalk Help & Support

I was using Openreach modem, but have now just swapped to your TalkTalk supplied Sagem 4370UKmodem. Both of these connect to a normal copper phone line like with FTTC they don't use full fibre in any way or need an engineer visit to swap? The TalkTalk 'Hub' is then installed behind either of these as per your help page above there.

[Debbie-TalkTalk]

Hi coop3r

Apologies, this is the box connected to the wall, the one which was installed by Openreach. This can only be replaced by an engineer.

[coop3r]

Hi Debbie,

To rule out an issue with the Openreach GFast modem I can install the TalkTalk supplied GFast modem I have here already that's not been used? If the results are the same this would rule out any issues on the Openreach modem here without an engineer visit?

[Debbie-TalkTalk]

Hi coop3r

I think we should ask the engineer to replace the G.fast box as well as Openreach have closed the last fault ticket.

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

[coop3r]

Hi Debbie,

No, the master socket has been untouched since the original install. The GFast modem is connected here directly and all extension wiring to other sockets in the house is completely disconnected. There are no phone handsets connected or in use anywhere on this socket or anywhere else in the property. The master socket is also connected directly to the external cables out towards the cabinet. It is the first socket as the line enters the property.

The only works the engineers attempted on both visits was to lift and shift to an alternate port on the cabinet side, however this was aborted both times as the only other free port was also faulty, the second engineer did report there was a totally spare card installed in their kit, however this entire card was marked as faulty. It was at this point he called back to another OR department to get a LLUMS case to have a new card installed/have the faulty cards replaced and once this case was raised he left and said it would be repaired in due course but could not provide the case reference or any ETA (understandably).

[Debbie-TalkTalk]

The fault appears to be on the G.fast box in the property. We will need to ask the engineer to change this.

[Debbie-TalkTalk]

Hi coop3r

Thank you. We've completed some more tests.

Did the previous OR engineers complete any work on the master socket or Openreach socket?

[coop3r]

Hi Debbie,

TalkTalk Hub is now connected as requested.

Many Thanks

[Debbie-TalkTalk]

Hi coop3r

Would it be ok to connect up a TalkTalk hub so we can run a line test with this router connected?

We can still escalate this to Openreach we just need to check what the line test shows with our router connected.