FTTP LOS issue down for days and reoccurring issue

[Scone86]

Have been a customer for 4 years and not had an issue, however, I was left without broadband for a week recently waiting for Openreach to fix a line fault. This evening I’m now staring at a red LOS light again and a line fault has reoccurred. 

As Openreach is an agent I’m not even able to find out what the issue was before - and now I’m left in the same position. 

Is there a second or third line support number I can contact to get this issue resolved?

[Michelle-TalkTalk]

Morning,

I understand and thanks for confirming. If you don't hear from the CEO Complaint team by the end of today then please let us know.

Thanks

Michelle

[Scone86]

The line has been synced since late Friday 22nd. I still have an open CEO complaint, telephone support said CEO office would call me on Saturday between 12-2 PM, assuring me that they won't miss that call. Nobody called me this weekend.

As it stands the connection has been active till now, long may it continue. I am still pursuing my complaint due the large outage timeframe.

[Michelle-TalkTalk]

Morning Scone86,

We've re-checked the Openreach fault ticket and we have received an update to advise that the fault has been cleared. I've checked the connection stats and it now shows connected and in sync. Have you now been able to connect ok since your last post?

Thanks

Michelle

[Scone86]

They should probably think about changing the banner slogan of 24/7.

[Gliwmaeden2]

There don't appear to have been any staff replies since around 2pm on the forum, @Scone86.

Sadly not back before Monday now. 

[Scone86]

Any updates? We are approaching the weekend for yet another week.

[Scone86]

I spoke with TalkTalk telephone support and they relayed that it is in fact an issue with a ground cable (can you confirm?), and that OR is still investigating. They also provided me with the case number should I need to escalate this with them.

It's likely that due to lack of understanding that the case notes are being misunderstood by TalkTalk support, which is why I've asked on more than one occasion to speak to an engineer.

[Scone86]

Thanks. Are you able to provide me with all the OR case numbers to date so I have a record? I may need them.

[Debbie-TalkTalk]

Hi Scone86

I can only apologise. They have assured me that they are investigating so we will have to wait for their updates now.

[Scone86]

Why do they keep having to reopen the investigation? Clearly something isn’t being resolved correctly. 

[Debbie-TalkTalk]

Hi Scone86

I've been advised that the fault is being investigated by Openreach again today. I spoke to Openreach this morning to confirm this.

[Scone86]

Can we escalate this further? I've contacted Openreach executive infrastructure complaints lead Richard Powely regarding this today. The lack of clarity and considerable downtime has been unacceptable. 4 separate occasions Openreach have claimed to have resolved this.

FIX IT!

P.S “We’re here 24/7. 365 days a year”

you’re not.

[Scone86]

There is no change in service. The LOS light is still red. I have no connection. Please ask them what they are doing that makes them think they are resolving the problem, as this is getting ridiculous.

[Chris-TalkTalk]

OK thanks 

[Scone86]

Due to not having a reliable connection, I've had to work away from home. I will test later today and report back.

The fact they keep claiming the issue is resolved and then it reoccurs really is quite discerning, though.

Thank you

[Chris-TalkTalk]

The Openreach desk agent has confirmed the the fault has been cleared. Could you switch the ONT off and leave it off for 30 minutes, then switch back on and retest. If there's then still no service I'll reject the clear and pass it back to Openreach for further investigation

Chris

[Scone86]

Thanks, any insight would be greatly appreciated. The inability to clear the fault successfully doesn't instil confidence.

[Chris-TalkTalk]

The note for the previous fault just say that the fault is linked to Openreach infrastructure event, FTTP port down. Our Future Fibre team have said that it needs logging back to Openreach but it appears that the initial fault is still open

I'm going to check with an Openreach desk agent to get some clarification about what's going on. I'll let you know when I have any more information

Chris

[Scone86]

Any update, please?

I will repeat this part in capitals as I've asked several times within the last week.

PLEASE PROVIDE ME WITH THE CASE DETAILS SO I CAN BETTER UNDERSTAND WHY I AM NOT RECEIVING THE SERVICE I AM PAYING FOR.

AS THE ISSUE WAS RESOLVED, PLEASE PROVIDE DETAILS ON WHY THE FAULT HAS REOCCURED WITHIN LESS THAN 24 HOURS

Thank you! 🙂

[Chris-TalkTalk]

I'm sorry but we do have to initially go through basic diagnostics even if the issue appears to be the same as a previous issue.

Chris