Not fit for purpose

[Tomcat13]

I’ve had trouble with everything disconnecting from the WiFi since switching to talk talk. At first it was every day, then after a software update it was every week or so. Well it hasn’t got any better. I’ve started logging the downtime when it happens and it’s not acceptable and could be deemed NOT FIT FOR PURPOSE. As I spend long periods away, is  the reason to have cameras and a reliable WiFi service. Every time it happens there’s nothing I can do until I get home and switch off the router and switch it back on again. Since the 16th January to 16th February it’s happened 9 times. Has anyone else had this problem. Is it time to cancel and see them in court to get the contract cancelled without penalty as being unfit for purpose. 

[Tomcat13]

AM  Monday to Friday 

[Debbie-TalkTalk]

Hi @Tomcat13 

Please can you provide your availability for an engineer visit AM and PM?

[Tomcat13]

And yes I’m happy for an engineer to visit. 

[Debbie-TalkTalk]

Hi @Tomcat13 

Please can you provide your availability for an engineer visit AM and PM?

Can you also confirm potential Engineer charges

[Tomcat13]

Yes I’ve got the latest router. 

[Debbie-TalkTalk]

Hi @Tomcat13 

Did we send you a new router?

Are you happy for me to arrange an engineer visit?

[Tomcat13]

I had Vodafone before and never had a problem. I changed to talk talk and the problem started. The connection is a lot faster now at around 57mb where the Vodafone was 37mb. 

[Debbie-TalkTalk]

Hi @Tomcat13 

Thanks for your reply.

The next step will be an Openreach engineer visit to the property.

Just to confirm, you have recently tested with a different router at the test socket?

[Tomcat13]

Hi Deb. 4 times now in total, it happened again last night. 
21-2 @8.39

23-2 @23.40

1-3 @13.14

5-3 @19.39

[Debbie-TalkTalk]

Hi @Tomcat13 

I'm really sorry to hear this.

I've completed line tests this morning and they are both clear - no faults detected.

Has the connection dropped 3 times in total since 21/02? (or 3 times every day)

[Tomcat13]

Hi Deb. Unfortunately it’s still doing it. It’s happened 3 times now since the work was done. 

[Debbie-TalkTalk]

Morning @Tomcat13 

How's the connection been since your last post?

[Debbie-TalkTalk]

Hi @Tomcat13 

That's great 🙂

I will check in again with you in a few weeks to see how you are getting on.

Thanks

Debbie

[Tomcat13]

Hi Debbie. And thanks for organising the work to my broadband line. I had a call from the engineer yesterday and he explained what repair had been done. I haven’t had any problems up to now so I’ll give it a couple of weeks then report back with any findings 😊 

[Debbie-TalkTalk]

Hi @Tomcat13 

Openreach closed the fault as resolved yesterday evening after completing work on the line.

Please can you monitor the connection over the weekend and let us know how you get on?

[Debbie-TalkTalk]

Hi @Tomcat13 

No problem 🙂

Debbie

[Tomcat13]

Ok thanks Deb for your help 😎

[Debbie-TalkTalk]

Hi @Tomcat13 

Openreach have now updated the fault with more information.

The engineer advised - please be informed that the engineer could not complete the job due to faulty exchange side. They have requested assistance from another engineer to complete the work to resolve this fault.

The next update from Openreach is due on 21/02.

Thanks

Debbie

[Tomcat13]

Hi Deb. No I haven’t heard anything. 

[Debbie-TalkTalk]

Hi @Tomcat13 

Has the engineer made contact with you? There are no notes from the engineer as yet.