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Moving to nearer cabinet . . .

BerryViney
Team Player
Message 43 of 43

Hi All,

The last time LiveChat and CS agents failed me; you lot turned out to be amazing; so hoping you will do the same again . . .

 

Long story short, our fibre speeds have HALVED recently, so contacted Live Chat, who after making  sure I hadn’t plugged the router into the toaster or did a bit of home DIY and moved the Master Socket into next doors shed, sent a BT Openreach engineer; very nice chap but was unable to fix the issue, which was that our cabinet was too far away and we need re-routing to a closer cabinet.

A week later, 2nd BT Openreach chap comes out, after TalkTalk have told them it’s a ‘repair’ job. Poor chap was sitting in my lounge for TWO HOURS whilst on the phone to TalkTalk trying to explain that they need to ‘cease and re-provide’ our line to a closer cabinet; TWO hours on the phone! As a result of which, TalkTalk have ended our current contract and have started a brand new one, which we’re told, will be connected to a closer cabinet when our ‘new’ line goes live in two weeks.

Have just received a txt from Talk Talk ‘we need to speak to you about your order’. Call them, and they say “we just want to check if it’s a new line or a 2nd line that needs installing”. REALLY?!

Tried explaining everything, but not sure I was understood. Let’s see what happens when the next BT Openreach guy comes out . . .

Anyone experiences the same?

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42 REPLIES 42

Message 21 of 43

Hi BerryViney,

 

I'm sorry for the delay. Just to confirm, have you been contacted by a fault manager since your last post?

 

Thanks

 

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Message 22 of 43

Hi @Debbie-TalkTalk 

 

Thanks for picking this up. We are on ‘the list’ for a call back from one of the Fault Managers (again).

 

I saw an OR engineer working on the cabinet in our street, so seized my opportunity to have a chat . . .

 

Our services DO ‘run through’ the cabinet in our street, so I’m told it IS possible to re-route our data services through Cabinet 35, which WILL solve our speed issues, whilst leaving our voice connection connected to Cabinet 5.

 

However, it relies on TalkTalk giving OpenReach instructions to do just that; trying to explain that to the call agents/live chat is proving impossible. 

 

Thanks in in advance for your help : )

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Message 23 of 43

Hi BerryViney

 

I'm really sorry to hear this.

 

I can raise a complaint so this can be discussed further with a complaints manager. Would you like me to arrange this?

 

Thanks

 

Debbie

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Message 24 of 43

@Chris-TalkTalk 

 

And the saga continues . . .

 

The first Fault Manager, I spoke to was great, he fully understood the issue and the solution, however he would need to speak to the New Lines Team to make it happen, and told me someone would be in touch . . .

Two further conversations with two different (not as helpful) Fault Managers, one of whom suggested we wait 14 days for the line to stabilise (it’s been unstable since May) and the latest who wants to send out an OpenReach engineer to try and fix said ‘unstable line’ . . . something which the previous three have been unable to do . . . which is why it was ceased in the first place.

What I can’t understand, (and none of the agents seem to grasp the concept of my question either) is why we’re our services ceased if they were just going to be re-provided from the same cabinet? Same cabinet, same slow speeds, same issue.

Every OpenReach engineer that attends, has said the answer is to be routed through a closer cabinet, they just need to receive the instruction from TalkTalk . . .

All the time we are paying for a service we are not receiving! (Sorry, rant over)!

Message 25 of 43

Thanks for updating your number and for letting me know about the call from the Fault Manager 🙂

Chris

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Message 26 of 43

 @Chris-TalkTalk  Number updated. It was still showing our ceased one.

I’m please to say I had a call back from one of the Fault Managers yesterday (working on a Sunday - I was very surprised) . . .

He understood the issue, and understood the solution, he said it’s just now a case of *how* they  get to it, so *fingers-crossed* we are one step closer to getting this resolved.

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Message 27 of 43

Hi BerryViney,

 

Can you just check the telephone number in your community profile and confirm that it's correct 


Thanks

Chris

 

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Message 28 of 43

@Arne-TalkTalk sorry to bring this thread alive again . . .

 

However, OpenReach have since been out to re-provide our services, the engineer tells us the order they got was to reprovide from exactly the same cabinet we were ceased from . . . Therefore we are still experiencing the same slow speeds.

Chatting to Live Agents we seem to be starting the whole process all over again . . .

I’ve asked why have our services been ceased if they are just going to be reprovided from the same cabinet, all the time that happens the issues are not going to change . . .

I’ve tried exercising my right to leave as the problem hasn’t been fixed, however I’m told the case was closed as it was marked as fixed on 19/06??? Definitely not fixed. 

 

Please help 🙏🏻

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Message 29 of 43

Hi 

 

Sorry its not possible to amend the dates in that way. 

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Message 30 of 43

Thanks @Arne-TalkTalk

If that’s the case, would it possible to bring the disconnection forward/push back the new go-live??

Having two Master Sockets, one which will only become redundant seems a little pointless . . .

I assumed the line would disconnect one day and the new services start the next . . .

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Message 31 of 43

Hi BerryViney

 

they will use the existing routeing, and I believe a new master socket will be installed, as the other line will still be active.  

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Message 32 of 43

Thanks @Arne-TalkTalk; that’s good to hear about the cabinet. 

 

Excuse my ignorance, but there’s obviously a 2 week overlap; does that mean the ‘new’ line would be quite literally a whole new line, and a 2nd Master Socket etc or does the ‘new’ line just take over the existing wiring?

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Message 33 of 43

Hi @BerryViney

 

There is a cease going through on your current number due to complete on the 12.07.19,  and new line has been ordered to go live on 01.07.19

 

There are notes on the order advising to connect to cab 35. 

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Arne-TalkTalk
Support Team
Message 34 of 43

Hi BerryViney

 

I will look into this for you and get back to you. 

 

Regards

 

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Message 35 of 43

As I said I have passed this over to OCEs but they won't pick this up until tomorrow, so wait & see what they make of this.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 36 of 43

Thanks for everyone’s input; I’m not questioning whether it’s possible, I’ve been told by two different OpenReach engineers that it is possible - one was sat in my lounge explaining to TalkTalk the process over the phone - and I’ve heard first hand from other people on the street who already has had it done (like I said we are part of a new-build development, so maybe the network is there, but then wasn’t, but now is, I don’t know . . .)

My main point of the post, was to clarify with the OCE’s, whether our line has been ‘ceased and re-provided’ {from Cab 5 to Cab 35} or whether our contract has just been ended and new one started . . . Which would be pretty pointless . . .

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Message 37 of 43

I am with you on this one Keith, the copper link from your home goes to a specific box and without some serious re wiring cannot be connected to anything else

bill

spiderb
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Message 38 of 43

As I said in my first response I thought it was technically impossible to do this. I have passed it over to TalkTalk anyway so let them sort it.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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jacamoco
Team Player
Message 39 of 43

I'm not sure what the Openreach engineer is getting at here.
Any cease and reprovide will be from the exact same cabinet as it is now.
There's zero way Talktalk can request the cabinet be changed, both for new lines and for existing customers.

It's a sackable offense for an Openreach engineer to change your line to a different cabinet without authorisation particularly when your current cabinet has FTTC broadband.


Your line (pair) travels in a bigger cable with all of your neighbours lines.
For FTTC to work ALL the pairs in that larger cable must be connected to the same cabinet.

The stronger signal/differing power levels from 1 of those lines being connected to the nearer cabinet can cause havoc to everyone else's lines.

It would be necessary for every line on the DP (at least) to have their cabinet moved.

 

Switching lines from a further away cabinet to a nearer cabinet is a very expensive process.

This work is usually only carried out with the help of BDUK public funds.

It has to be planned in advance and a "live-to-live" migration takes place.

 

There is no way to have your line randomly switched between cabinets. There's no way to request this. There's nothing Talktalk (or any ISP) could do to request it.

 

If you get below 24Mb then it's possible in the future BDUK work could fund your area/postcode being moved cabinet.

If you get above 24Mb such work is unlikely anytime soon.

Any lines being migrated to a new cabinet are always done before the cabinet goes live.

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Message 40 of 43

Well, in that case, the best thing I can do is to ask one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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