on 12-11-2020 04:25 PM
Hello again everyone,
3 or 4 days ago my router decided to randomly reboot itself multiple times and since then my download speed has not gone above 30Mbps and 4.9Mbps upload, whereas I used to have 60Mbps+ download and 8Mbps+ upload before that. I did the TalkTalk speed test and it said that it is lower than expected and that it can be improved, but live chat was busy.
on 27-02-2021 11:55 PM
Possibly poor record keeping, @hceee.
There have been a few cases of people being chased to return equipment when it's already been done.
Staff will be back on Monday.
I'll alert them to this issue, as it's been occurring a little too often of late.
26-01-2021 07:37 PM - edited 26-01-2021 08:48 PM
Unfortunately as patient as I am, we have once again been told that the works are delayed to 05/02/2021 - a week and a half later. I terminated the TalkTalk contract early as they have been unable to repair the fault for the last 30 working days, and as loyal as we are to TalkTalk unfortunately Openreach and the contractors have let them down. We have now placed an order for Virgin Media for next week and will be switching providers.
I appreciate your help OCE's and other forum regulars I understand that you could only do so much in this situation.
@Chris-TalkTalk Could you please just keep me in the loop of when they actually manage to solve this fault as I need to wait for them to close the case to be able to claim the compensation for the billed months. So far I only got compensation for fault up to 05/12 but not the fault since 08/12/2020. Thanks.
on 25-01-2021 07:33 PM
on 19-01-2021 05:16 PM
on 15-01-2021 04:38 PM
on 14-01-2021 07:04 PM
13-01-2021 06:22 PM - edited 13-01-2021 08:32 PM
Thanks for your response
Unfortunately Openreach engineers are nowhere to be found ever since the one decided to cut off the service on day 1. There were a few here and there for maybe max 10 minutes. There's also been at least 2 engineers going to the exchange and either not finding faults or fixing them but not actually fixing them. It becomes a matter of how many engineers does it take to fix this fault. I had a complaint raised on 23rd December to a manager who was supposed to call within a couple of working days but never did.. then there were 2 engineer home visits that were booked but they never turned up.
Updates as of today: Fault at the exchange that was predicted to be fixed on 11/01 is still not fixed. To be continued.
on 12-01-2021 09:25 PM
I feel your pain hceee I was in the very same position as yourself a cpl of years ago as was a neighbour of mine also with Talktalk not once but twice.
Started same as yours low speeds on broadband, no dial tone and cracling on the phone line, long story short mine was fixed within a week the first time.
Then my neighbour got the exact same problem just as mine was fixed, he was fixed soon after.
Openreach were up and down my street weekly for the next 3 months or so and then just as someone new moved into the street mine did the exact same thing again no dial tone but slow broadband speeds once again, over 8 weeks I was offline the second time so when I confronted the Openreach engineer up the pole he told me that there were not enough lines to supply the street.
What Openreach were doing was disconnecting one line to connect a new one but leaving the broadband on a shared connection hence the drop in speed but no phone line, they only disconnected my broadband when I complained of speed loss.
I would make every effort to talk to the Openreach engineer as only when I reported this to Talktalk that some significant work commence to instal more lines, no problems in the street since.
Regards hope you get sorted soon
12-01-2021 07:47 PM - edited 12-01-2021 07:49 PM
There was a rare sighting of an Openreach engineer outside the house today who made a phone call and then left. As of right now, live agent confirmed that Openreach are supposed to be coming back tomorrow morning to do some work outside the house. Will try to report back tomorrow lunchtime if there are any significant updates
on 11-01-2021 03:05 PM
11-01-2021 02:12 PM - edited 11-01-2021 02:14 PM
To be honest with you Chris I'm slowly giving up on getting this resolved any time soon.
I just got off the chat with an agent and they just further confirmed that the issue is with Openreach. So according to the timeline they've given me the engineer should look at it today. There have been 2 or 3 engineers going to the exchange previously so I am not sure what else they are going to find there. It's been weeks since I've seen an engineer outside our house working on the line. Again, it's now past 2PM and they've got maybe 3-4 hours of work left? I suppose the only thing left to do is message the live chat agents again after work hours and hope the engineer provided an update or even turned up! Seems like I am just stuck in a loop.
11-01-2021 01:09 PM - edited 11-01-2021 03:04 PM
09-01-2021 07:34 AM - edited 09-01-2021 09:34 AM
We have now reached 1 month without phone or broadband service.
And the Openreach engineer that was supposed to come yesterday never turned up. Yet another missed appointment.
edit: Today's live chat session revealed that the issue is at the exchange again despite 2 or 3 engineers having already visited it; yet another non-appointed engineer will get it fixed within the next 72 hours. Since they don't work weekends, I am assuming that is going to be Monday.
on 07-01-2021 08:28 AM
05-01-2021 06:04 PM - edited 05-01-2021 09:14 PM
I contacted live chat as part of my daily ritual and the person said that the case with the issue at the exchange has been closed since yesterday 9am so I'm not sure what to believe any more. Now the person did another line test and yet again found a fault at the exchange... so now we are back to square one with yet another same case escalated and Openreach on it again. Now another 2-3 working days to wait through.
Honestly this TT/Openreach bureaucracy is so annoying and I would gladly switch, especially with the nice sale that Virgin is running at the moment, but I don't think we will get landlord's permission and it would take ages.
Assuming that a person is eligible for auto compensation but switches providers, does the compensation go towards the bill of the new provider or how does it work?