Internet down

[Z&R13]

Broadband has been down for a week now! I’ve reported twice on the phone and at least twice online to agents too. Often get cut off both the phone and the chat before any solution given. An engineer was supposed to be on their way on Tuesday 24th but we haven’t had a text to confirm that as yet. It’s an external issue but BT Openreach are uncontactable for residents, it has to come from the service provider. I’m paying for extra data, as mine ran out, so I can work online but no fun having zoom meetings on a phone (my laptop can’t connect to phone hotspot-before someone suggests that) We are without broadband, tv services and landline phone atm but still paying for it!

Has anyone got some advice please? 

[Karl-TalkTalk]

Hi

Glad this was eventually resolved for you.

Regards,

Karl. 

[Z&R13]

Hi Michelle, thanks for checking in it’s all sorted now after a long wait and a lot of inconvenience and stress. 

[Z&R13]

Sorry Karl I missed this message, it was finally fixed on Thursday 3rd October late afternoon, once a competent engineer actually visited he investigated the issue, contacted a colleague to join in and then it was sorted in about 20 minutes! 
Unfortunately the lack of communication at the beginning and then the miscommunication throughout the process made it drag on a lot longer than necessary. 
It’s all fine now though, thank you for your assistance and for checking in.

[Michelle-TalkTalk]

Morning @Z&R13 

Just checking back in to see if the fault has been resolved and if your connection is now working ok?

Thanks

Michelle

[Karl-TalkTalk]

Hi

Openreach have advised that the fault was repaired yesterday and was due to a fibre splitter / broken fibre cable.

Can you confirm if all is working now.

Thanks  

Karl. 

[Chris-TalkTalk]

There are no further updates yet, have you heard anything from Openreach today?

Chris

[Chris-TalkTalk]

Hi Z&R13,

Openreach systems do show that an engineer was dispatched on the 28th but there have been no further updates yet. I'll check again in a couple of hours

Chris

[Gliwmaeden2]

What a waste of your time, @Z&R13 .

If they didn't make contact at all to let you know the engineer wasn't coming, you should at least get compensation. See:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[Z&R13]

Thank you Karl for following it up, I had a text from them and confirmed I was happy with the appointment time, I had a reply to that confirmation asking me to set a reminder in my calendar, I was up and waiting for them at 8am until 1pm but no-one turned up! One of the neighbours did have an engineer turn up that they’d booked but he wasn’t a ground engineer but has allegedly booked one to come somewhen 🤷🏻‍♀️he also couldn’t inspect a box up a telegraph because there was a tree next to it! It seems ridiculous that BT Openreach don’t have ladders that go around trees!! 

Another neighbour has seen online that it will be fixed by 4pm tomorrow supposedly-I just think they’re fobbing us off! Why can’t they just send the proper engineer that is needed to fix the issue-it’s been 10 days now😠
Rant over! 
I’m not sure if you’ll be able to chase them up again Karl but I would really appreciate it if there’s something you can do to get it moving along. Many thanks 

[Karl-TalkTalk]

Hi 

I've followed up with Openreach this morning.  They are now asking to confirm an appointment.  I've grabbed the first one, sat 28th AM (8-1).

Is this time ok for you.

Thanks

Karl

[Karl-TalkTalk]

Hi

Openreach will not talk directly with you and just refer you o your provider.

Karl.

[Z&R13]

I appreciate that you’re pushing them now however I wasn’t getting any assistance last week when it started, quite the opposite! 
Is it something that BT Openreach could help with? Considering they can’t actually fix the problem surely they’re responsible if TalkTalk can’t supply us with one? I’m losing work, wasting time and spending extra money.

[Karl-TalkTalk]

Hi

I do appreciate this is frustrating, and we are pressing Openreach as much as we can towards a resolution.

TalkTalk Do not have the option to provide any mobile dongles for customers.

Thanks  

Karl. 

[Z&R13]

Hi Karl, thanks for that. 
Can TalkTalk supply me with a mobile hub/router thingy? BT have sent some out to their customers because it’s taking so long to fix and with no end date either. I’m trying to do some interactive online work from home which is very difficult on my phone.  It’s over a week now with no internet and very frustrating! 

[Karl-TalkTalk]

Hi

This is a different Skilled engineer for FTTP Underground work.

Karl.

[Z&R13]

Thank you for that information Karl, that’s helpful to know but still no light at the end of the tunnel! They told one of the neighbours it would be fixed on Tuesday! I’m starting to wonder if they are actually aware of what the issue is! I’m questioning if they’ve actually visited or not, I was told I’d get a text from Openreach engineer when they were coming but haven’t heard anything at all. What is an N23 engineer? 

[Karl-TalkTalk]

waiting Hi

Just checked with Openreach, an engineer has looked at the circuit and was unable to fix this.  They advise that a different skilled engineer is required.  This has been assigned to the Jeopardy Team within Openreach who have now assigned this to an N23 engineer.

We can check for further updates tomorrow to see where Openreach are up to.

Karl.

[Gliwmaeden2]

@Z&R13 

You should be able to stay signed in after you leave the community pages to do other things.

Usually you'll remain logged in for at least a day, if not two or three, if you don't sign out.

Also, clicking on the bell symbol, after clicking on the avatar, should take you to your notification feed.

Click on any of the "likes" or "mentions" and you should be taken straight to the specific post. No searches required. 

 

[Karl-TalkTalk]

Hi

I think we are also getting sidetracked from the original fault - I've ran a test on the internet side of things, and can see that a fault has been raised to Openreach already.

Karl.

[Karl-TalkTalk]

Hi

There is no separate app for Community.  Just access via the browser.  If you are accessing via Safari, have you tried another browser, Opera or Chrome etc.  To see if this will allow you to access the personal info section of your profile, or are you able to select this link :  'Community Profile' 

Karl.