Faulty 'Run a connection test'

[Billx]

I 'ran a connection test' a couple of weeks ago.

The result was that it found something, but didn't know what the something was.

But it would record it as a fault with a REP number, and see what comes up in the days ahead.

Today, I checked to see whether it had found the something.

This was the result, at https://support.talktalk.co.uk/fault-tracker-case-status:

abc

This is where it hung for the next 15 minutes, after clicking 'Check your case status'.

In other words, it couldn't find its way to the case status.

TalkTalk has had problems with 'running the connection test' for at least the last 18 months, and giving logical results.

Bill

[ferguson]

By all means. If you have any actual problems with your service do let us know. As it is, this isn't a support issue so I am locking this thread.

[Billx]

Hi, @ferguson 

I didn't notice your reply following my post at 08-03-2025 03:17 PM

Unfortunately, I need to to test TalkTalk's system because I am using TalkTalk's system

Bill

[Billx]

(I had to continue with a new message, because the editor can't properly handle pictures.)

Notice that it says;

'Come back to this timeline to see all future updates on your case'

Well, when I started this thread, I didn't do that.

I went to: https://support.talktalk.co.uk/fault-tracker-case-status

I should have instead bookmarked this: https://support.talktalk.co.uk/fault-timeline/REP-15403031 , the address of the above page, to check the current status.

I am not sure were I got  https://support.talktalk.co.uk/fault-tracker-case-status, but it is this link that causes 'those whirling little black balls, forever'. Sorry about that, to anyone who was following this thread.

Regarding the original problem, the procedure not coming to an end after 2 minutes,  after the procedure establishes that 

"We're unable to identify a fault" and

"Our test has been unable to find a fault with the Fibre connection at your home",

a user can take that as the final verdict.

I.E. The is NO FAULT. Everything is OK. (That takes less than 2 minutes)

One would not even have to check the progress of the case.

I expect the case would be deleted after a number of days.

Note also that the bottom part of this result page comes first, and the upper part of the page, comes second.

So, concluding, I think TalkTalk has now reached a milestone, in getting the 'Run a connection test' to run properly after quite some time. I very much congratulate them.

Bill

[ferguson]

As previously explained. Everything is working fine. But you have triggered an automated process. I don't think TalkTalk need you to test their systems.

[Billx]

After much investigation, and after running a new  'Run a connection test' today, here is the result, which shows a more complete page after expanding it:

abc

[Billx]

It would have been a link labelled 'Run a connection test' within MyAccount.
I know this has changed many, many times in the last 2 years, and the link might have been rearranged, since a couple of weeks ago, when I ran my latest test.
Currently that link is in the HOME page of MyAccount at,
https://service.talktalk.co.uk/myaccount/dashboard?order=FTTP.

Here's a picture of the relevant part:

abc

Notice I am asking for 'Run a connection test', Not 'Fix a problem', because there is no problem.

Bill

[Chris-TalkTalk]

Which option did you choose when you ran the test in My Account?

Chris

[Billx]

No, @Chris-TalkTalk 

I am testing TalkTalk's software. Not because there's a fault with my system

This same problem has persisted as I said above at least from 18 months ago

I, as a customer might be 99% sure that my system is OK

If TalkTalk's system also thinks there is no fault, then 'there is no fault' and my system is OK.

But if it can't give its own opinion, then TalkTalk's system is problematic. What is its purpose if it can't do that?

Please look at the first picture, where I asked TalkTalk's system if my query 2 weeks before, is now positive or negative.

Well, it could not answer even one word. It just sat there, whirling those little black balls, forever.

I can't see why you would find that acceptable.

You say that when a line test passes (and 'run a connection test' IS a line test) , that does not mean 'I don't have a fault'.

Well, that's OK.  When I run a connection test (a line test), I am only looking for an answer to whether the line test passes, nothing more. If there is another test to be done, it will done much later. Anyway, I gave it 2 weeks to perform, including to do any other test, if it wanted to. But it didn't perform, even the basic line test.

And why those whirling little black balls, forever?

Bill

[Chris-TalkTalk]

But it's assuming that you have a fault because you have run the test, just because the test passes doesn't mean that you don't have a fault. We often arrange engineer visits for customers experiencing problems with there service but the line tests pass, no fault found.

Chris

[Billx]

My point is, if it does not find a fault, it should drop the case, forget about the case, say so, and then keep quiet.

As I demonstrated above, the case was uselessly kept open for a couple of weeks.

Would it not be good, if it got out of its misery, and just kept quite after 2 minutes?

When I used the first procedure, to check what progress it had made in the last 2 weeks, it could not come out of its loop.

Only when I asked for a new 'Run a connection test' was it able to come out of its first loop and start a new loop.

 Aren't you going to inform the programmers?

Thanks, @Chris-TalkTalk 

Bill

[Chris-TalkTalk]

Hi Bill,

I think it is opening a case because it's assuming that you are experiencing a problem because you are running a test. Both you and the test have confirm that there is no problem so the case will just auto close in few days. If you do experience any problem with your service just let us know and we'll look into it for you

Chris

[Billx]

(I've had to do 3 messages, because the editor does not display properly when including a picture or multiple pictures)

As the picture above says,  'We're unable to identify a fault'

And 'Our test has been unable to find a fault with fibre connection'

And yet, it says it 'We've opened a case' 2 minutes earlier

And after spending the 2 minutes, and 'being unable to identify a fault'

the system keeps the case open, instead of closing the case.

I.E. There is no case.

Please report this to the TalkTalk programmers.

My system is running at the right speed and there are no connection issues.

I was doing this test to see if TalkTalk had corrected itself.

(EDIT: If I repeat the the first procedure above, I will get the first result, running forever.

I won't waste any more time)

Bill

[Billx]

I just 'ran a new connection test'

This the result:

de