No Fibre internet service for 14 days

[Brianlesbirel]

Hi

I’ve been without internet for 14days tomorrow 1/7/24 

i am a full fibre customer does anyone else apart from TalkTalk and OpenReach think this is acceptable.

The fault appears to be a common one

unable to obtain WAN IP address.

The service has been fine for 5

months and then it stopped and despite many many phone calls and promises the fault has been escalated it’s still down.

it appears the 365 day 24/7 service is only supported Monday to Friday. 

[Brianlesbirel]

Day 20 and all the support engineers are having the weekend off. So after the weekend of rest they will no doubt get back to the matter in hand. 
9 more days and I can walk away from this nightmare !! 30 years in telecommunications customer service and I have never known such atrocious. horrific. abysmal. appalling service. It appears they don’t know what the issue is despite other customers having the same fault and it being fixed ! 

[Chris-TalkTalk]

Hi Brian,

I'm sorry this is taking so long to resolve, this issue can be caused by a number of different things, some easier to fix than others. I can see that a further callback has been booked, please let us know how you get on

Chris

[Brianlesbirel]

DAY 18 without an internet service, today I was informed by OpenReach it’s a software issue. However I’m not unique with this issue other Talktalk customers have experienced the no WAN Ip address fault on full fibre using eero routers. So if their fault was resolved / fixed, i’m struggling to understand why the experience and expertise can’t be utilised and applied to my fault.

[Brianlesbirel]

The service issue according to OpenReach is in the hands of level 2 TalkTalk support unless of course you know something I don’t ? The level 2 OpenReach support engineer has confirmed he can see requests being sent to the TalkTalk DHCP Server but no acknowledgment and IP address is being released. So OpenReach said they have reported this to TalkTalk and this was two days ago.  I could have built a new server in an afternoon 😳

[Gliwmaeden2]

Much longer than this, @Brianlesbirel. It's not something that can be negotiated on the forum and would be part of cancellation terms. You'd need to ask them directly  - from memory 40 days. Might be a month. You'd have to call 03451 720088.

But the service repairs are in the hands of Openreach so it's hard to see what would be gained by switching ISP.

[Brianlesbirel]

DAY 17 still no internet and no one appears to know what is happening. How long does a customer have to wait before they can walk away from the service without penalty.

[Brianlesbirel]

Thanks I’m aware of this, however would much rather have an automatic fix 

[Gliwmaeden2]

@Brianlesbirel 

Information about automatic compensation:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

This should show up c 30 days after resolution. 

[Chris-TalkTalk]

Thanks for the update, hopefully the issue will be resolved soon

Chris

[Brianlesbirel]

Day 16 no internet, received a call from Case Manager, apparently the fault is still being investigated and to expect another call on Friday which will be Day 18. I was also offered an opportunity to buy a BT Hot spot service at Talktalk’s expense. However nearest hot spot is 1km away, so not sure how that will run my home Wi-Fi and internet ? 

[Chris-TalkTalk]

Hi Brian,

This still appears to be in hand with Openreach and I can see that you have a further callback booked for this morning, I'm sorry it's taking so long to resolve

Chris

[Brianlesbirel]

OpenReach today confirmed the fault is with TalkTalk and yet I’ve not received any contact from TalkTalk.

when I go online the fault says fixed ? And yet it’s not my broadband is still down.

Would it be worth me finding an alternative Service provider who can offer me a service because it appears TalkTalk are out of their depth when it comes to fibre.

Tomorrow is Day 16  

[Brianlesbirel]

I’d rather be getting a call from an engineer who is working on my fault. This is the third time I’ve been promised a call back and on the previous two occasions I did not receive a call, so I won’t hold my breath.

DAY 15 

[Chris-TalkTalk]

OK thanks Brian. I can see that a callback has been booked for this afternoon, please let us know how you get on

Chris

[Brianlesbirel]

Fault code

[Brianlesbirel]

All lights are on the NTU and this is a common issue within the community. My full fibre installation has worked perfectly for 5 months. I last used the internet on 17th June, I then went away for 4 days when I returned home my internet was down and has been ever since. Openreach have visited my house for the second time and appeared happy with the fibre integrity back to the Headend, so over to you talktalk, the fault being 

No WAN IP address, 

This outage  and the lack of ownership of the fault is unacceptable, and does not follow the code of service in your terms and conditions. Why is no one contacting me, I have been promised calls from. Case Manager on two occasions and no one called. It appears that my only option is to leave Talktalk using failure to deliver a service ( in your terms and conditions ) and find another Service Provider. 

[Chris-TalkTalk]

OK thanks. Which lights are currently on, on the ONT?

Chris

[Brianlesbirel]

Amended thanks it was a typo 

[Chris-TalkTalk]

Hi Brian,

Could you just check the details that you've entered in your community profile and confirm that it's your current TalkTalk landline telephone number

Thanks
Chris

[Gliwmaeden2]

Chat is available today, @Brianlesbirel. Check here for opening hours:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Forum staff will be back after the weekend.