"We've run into a problem"

[hawaye]

I need your help again, please.

I'd like to be able to check speeds on both lines registered to this account.  While I can, usually, on my Windows 10 laptop, unfortunately I can't on my mobile.  The message saying that the process sould take no longer than 2 minutes appears for a while, then I see "We've run into a problem". This happens on both numbers. Version 8.5.0 running in Chrome on Android 14.

Also, the guaranteed speeds are different, 43 Mbps at one address and 50 Mbps at the other. The addresses are in houses next to one another.

[Arne-TalkTalk]

No problem, happy to help.

[hawaye]

Many thanks @Arne-TalkTalk and the rest of the team. Being able to seek help here is a major contributor to my decision to renew with TalkTalk.

Preview

[Arne-TalkTalk]

The credits has been raised, it has been used against your latest bill.

[Gliwmaeden2]

@hawaye, it looks like @Arne-TalkTalk is on the case anyway, so no need.

Just check back on here. I'll re-escalate it for you again. 

[hawaye]

Thank you. Should I still restart the refund request in the Accounts area?

[Arne-TalkTalk]

Hi @hawaye 

I will look into this. 

Regards

[Gliwmaeden2]

@hawaye, 

As this is now about a billing issue, it's better to go back to the "help with your Talktalk service" menu and select the billing board, then click on start a topic to begin a new thread.

Copy in the link to this thread for reference, so that you don't need to explain it quite so fully all over again. 

Staff will be back from Monday to follow up. 

[hawaye]

I've just renewed my contract and, as always for me, checked previous bills. I see there is still an issue outstanding from last year when I was incorrectly billed for a missed engineer visit as in post 34, this thread. I'd be grateful if someone could deal with this and refund the £75  charge. 

The post reads, "On 13/03/24 I contacted the 'leaving Talktalk' call centre. After 90 mins, the operative agreed to send an engineer to move the line. The engineer arrived as expected on 14/03/24 and I explained the problem. Amazingly, he had not been briefed, and he said he was from TalkTalk and couldn't move the line; I would need an Openreach engineer; his boss would arrange that. Distressingly, yesterday I got a WhatsApp message to say I had missed the engineer and would be charged for a missed appointment.  This is completely incorrect and false. The engineer's name is Dean and we definitely had a conversation about the line and the tree. Any charge to my account needs stopping or crediting and an engineer equipped to move the line needs to make an appointment with me. Thank you for reading about this. I am prepared to contribute to the line move but I will not be charged for an incorrect missed appointment. Any charge will be in contravention of the Direct Debit Guarantee."

[Chris-TalkTalk]

OK, thanks for the information

Chris

[hawaye]

It seemed to work OK for years, except it couldn't seem to tell that different routers were connected to the 2 numbers on my account.

The, in late Summer '23, there was an Internet outage in the North, and I've never been able to use speed test reliably since. This may have been a coincidence, but I doubt it. The start of problems are partially documented in this thread; 

https://community.talktalk.co.uk/t5/Broadband/Recent-broadband-outage-caused-problem-in-My-Account-n...

[Chris-TalkTalk]

Hi hawaye,

Could I just ask, has this worked OK in the past and if so do you know roughly when you started having problems?

Chris

[Chris-TalkTalk]

No problem 🙂

[hawaye]

Many thanks , Chris 

[Chris-TalkTalk]

OK thanks. I'll see if there's anything we can do about My Connection. I'll pass it over to the relevant team. I'll let you know when I receive an update

Chris

[hawaye]

There are no problems on the first number and (after visiting the second number, in the rain) the second number seems OK.

But the My Connection speed check still says WE'VE RUN INTO A PROBLEM on phone and laptop, and the usage graph appears to be identical for both numbers, which can't be right.

[Chris-TalkTalk]

Hi hawaye,

Just to confirm, you're not experiencing any problems with your service at the moment on either number?

Chris

[hawaye]

Yes  I need help with this please. Sorry for the long post but here goes ...

My copper phone line goes through a big tree on public land. For the last 30 years, every couple of years the line rubs through or snaps.

At age 71 with heart problems, living in a mobile phone signal black spot, this is no longer acceptable to me. Talktalk have previously refused to do anything about rerouting the line to give some reliability.

On 13/03/24 I contacted the 'leaving Talktalk' call centre. After 90 mins, the operative agreed to send an engineer to move the line. The engineer arrived as expected on 14/03/24 and I explained the problem. Amazingly, he had not been briefed, and he said he was from TalkTalk and couldn't move the line; I would need an Openreach engineer; his boss would arrange that. Distressingly, yesterday I got a WhatsApp message to say I had missed the engineer and would be charged for a missed appointment.  This is completely incorrect and false. The engineer's name is Dean and we definitely had a conversation about the line and the tree. Any charge to my account needs stopping or crediting and an engineer equipped to move the line needs to make an appointment with me. Thank you for reading about this. I am prepared to contribute to the line move but I will not be charged for an incorrect missed appointment. Any charge will be in contravention of the Direct Debit Guarantee.

[Chris-TalkTalk]

OK. Have you recently had an engineer visit, there appears to be an open fault ticket?

Chris

[hawaye]

Bearing in mind that where we live is full of Openreach, Swish and National Broadband vans doing work on the overhead wires and exchange cabinets. So random disconnections have been frequent. If guests on the second number lose their Internet, the Talktalk speed check and line check routines are where I used to go first because, even with my elementary knowledge, I'm first-line support.

I still have the issues that the router will be unplugged to charge phones and the router will be hard reset to "speed things up", even when the copper phone line is lying on the road, broken.

This is why remote access has been so useful.

Hope this helps.

[Chris-TalkTalk]

Apologies, I'm just trying to understand exactly what the issue is. So you can run the speed test, you just can't see the speed test history for the second number?

Chris