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newtownards internet service cut off; likely openreach service problem

brotherdeluxe
Conversation Starter
Message 22 of 22

my internet service is not working. my landline is fine. my HG635 router is fine -- all green lights and broadcasting, devices can connect to it, but router is not receiving any internet service. interestingly, several neighbours with BT service also report no internet. TalkTalk and BT both use Openreach network, so i feel my service problem and my neighbours' might be related

 

i tried explaining this to customer support, but that was a frustrating waste of time, as they slavishly went through the troubleshooting checklist and failed to read my messages, even though i repeatedly explained i'd already tried troubleshooting. apparently, the line check showed no errors and my service is up and running. bizarre. support also dismissed my information about the neighbours' service as not relevant

 

customer support is inflexible and cannot think beyond the checklist to react to information the customer supplies

 

please escalate this, as i use the internet to work from home

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21 REPLIES 21

Message 1 of 22

Hi brotherdeluxe

 

I have discussed this with our Network Team and told them what the engineer advised you. They said if the power down of the router doesn't resolve the issue then we will need to arrange an Openreach engineer.

 

Every single line test completed (they run several different ones) has not detected any issues therefore this is why an appt to the property will be required. If the line tests detected a line or cabinet fault then this would be passed straight out to a line engineer. If you would like to go ahead and arrange an engineer visit then the quickest way would be to contact our Faults Team (live chat) to arrange this.

 

Thanks

 

Debbie

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Message 2 of 22
Did you follow up on my info about my conversation with the Openreach engineer who told me about the known cabinet fault in the area? I take it you, or the Network Team, have been in touch with Openreach today already? I mean, internet has been out over 24hrs and I’ve told you about the BT customers in the area also being without service and the other Newtownards TT customer here is reporting same problem. If you could summarise what you and the Network Team have done to investigate and resolve this, we would appreciate it. Thanks.
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Message 3 of 22

Hi brotherdeluxe

 

If the fault is still present following the 30 minute power down of the router then we will need to arrange an Openreach engineer visit.

 

Thanks

 

Debbie

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Message 4 of 22
can do, but please tell me, is that in response to fault information, or is that just a 'let's see if this works' kind of request?

can you give any definitive information on the nature of the fault? has it been identified?

thanks
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Message 5 of 22

Hi brotherdeluxe

 

Our Network Team have asked if you can now power down your router for a full 30 minutes?

 

Thanks

 

Debbie

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Message 6 of 22

Hi srjohnston80

 

Apologies for this.

 

Please can you create a new thread, we can then discuss this further.

 

Thanks

 

Debbie

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Message 7 of 22
To further update. I am not getting internet on any device I connect, either wired or wireless. Eg Sky Q box, phone and PC connected via wireless and laptop via wired into the router.

Logging on to the router, it shows all green lights, when I check router status it shows connected and status of showtime. Router has been reset and rebooted.

Dropped about 10am yesterday. Does seem to be a fault in Newtownards area Co down Northern Ireland.
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Message 8 of 22

Hello,

 

Yes I am still experiencing the issue.  When I run the test from the talktalk website, I get, there is a fault and it is being worked on.

 

The internet has been down now for over a day.  I was due to work from home yesterday and had to go to work, because of this.  

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Message 9 of 22

Hi brotherdeluxe

 

Thanks for the Private Message.

 

I have advised our Network Team of this and I will post back shortly.

 

Debbie

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Message 10 of 22
Get your network team to check with Openreach in the Newtownards area, thanks.
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Message 11 of 22

Hi brotherdeluxe

 

Our Network Team have asked if your devices are getting any error messages? (when trying to connect)

 

Do you have a different router that you can test with?

 

Thanks

 

Debbie

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Message 12 of 22

Thanks, Debbie. That’s the most progressive customer support response I’ve had so far on this problem

Message 13 of 22

Hi brotherdeluxe

 

Thanks for the Private Message.

 

I have contacted our Network Team in regards to this fault and I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

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Message 14 of 22

Hi brotherdeluxe

 

Thank you. Please can you also send me a Private Message to confirm the name on the account (to ensure I have the correct details)

 

Debbie

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Message 15 of 22
Debbie, have added details. Appreciate your attention. Fact that several neighbours with BT are also experiencing same possibly points to Openreach or exchange problem.
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Message 16 of 22

Hi brotherdeluxe

 

Apologies for this.

 

Please can you add your name to your Community Profile and an alternative contact number. I can then contact our Network Team for an update on this fault.

 

Thanks

 

Debbie

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Message 17 of 22
Same situation as already outlined.
No internet.
Landline fine.
Neighbours internet out.
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Message 18 of 22

Hi brotherdeluxe

 

Apologies for the delay.

 

The line test is clear, are you still experiencing this fault?

 

Thanks

 

Debbie

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Message 19 of 22
Thanks for posting, as it adds to the case. Yes, just checked and says ‘working on fault’. Yesterday evening said everything was up and running with good speed! And when I contacted support, their checks said no faults detected! That’s perhaps more frustrating than the fault, as support become even less inclined to think the problem lies outside ‘user error’
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brotherdeluxe
Conversation Starter
Message 20 of 22

@Gondola

@fr8ys 

 

hi, perhaps you can help out. Internet is still off. perhaps TT tech team could check with Openreach colleagues to see if any work was carried out in area, it might help with resolution

 

have asked neighbours with BT service to contact BT support and inform that my TT service is also out

 

one neighbour already reported that BT gave standard ‘sounds like router problem; will send new one’ rather than investigate. the fact that neighbours are also out, does suggest the problem lies with service and not with freak, simultaneous router problems.

 

have asked neighbours to contact BT again and not be fobbed off

 

two years ago the service to BT and TT was knocked off. Virgin were installing in street and again TT support were uninterested when i suggested they check with Virgin or Openreach engineers to check for faults — again just interested in going through the standard checklist. to be fair, contacted Virgin and Openreach myself and neither were much interested. Virgin had indeed cut the cable to the street. A little tech cooperation sorely needed, as resolving service faults is a big customer gripe

 

thanks

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