Please Check My Phone Line?

[CaptainNemo]

Is there any chance someone in support could check my line at the moment. It seems to be dropping out and massive packet data loss!

Nothing has changed and it's been stable for weeks if  not months.

Something isn't right?

There seems to be massive crackling on the line today and I've just run a connection test on the TT website and it says there is a problem -help!

TIA Steve

[Arne-TalkTalk]

No problem.

[CaptainNemo]

Thank you.

[Arne-TalkTalk]

Hi CaptainNemo

The charge has been removed.

Regards

[Arne-TalkTalk]

Hi CaptainNemo

I will check the engineer report. 

Regards

[CaptainNemo]

Ok, will do 👍

[Gliwmaeden2]

@CaptainNemo, as it's a billing query, just post about this specific issue in the billing section of the forum  

If the charges don't stand, they'll sort this out for you.

[CaptainNemo]

The last thing the engineer said to me is that there would NOT be a charge as the BT cable connection to the house was perished. This was outside the house and nothing to do with anything inside the property or any devices attached. He was a really nice guy and assured me there would NOT be a charge as I asked him specifically about this.

Steve

[Gliwmaeden2]

Their wording is somewhat nuanced, @CaptainNemo, as below:

We'll charge you if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. Any faults related to your main phone socket may also incur a charge, as will issues caused by any personal devices connected to your line. You won’t be charged for faults caused by Openreach equipment.

[CaptainNemo]

Hmm, I’ve just received a bill from TalkTalk for £115.91 for the engineer who called, despite the fact that he found the fault outside my property… 

How could this have happened?
Surely this is an error as I have always been told (and agreed with yourselves) that I would only be charged if there was a fault “inside” my property - and this was most definitely outside?

Steve

[Chris-TalkTalk]

No problem 🙂

[CaptainNemo]

Thanks Chris 👍

[Chris-TalkTalk]

Hi Steve

Yes I can confirm that DLM has been changing your profile in the early hours of the morning over the last few days

Chris

[CaptainNemo]

Hi again Michelle/Debbie, just checking that all the disconnections and reconnections I've had in the last couple of days (in the middle of the night) are part of the settling down period - the DLM?

What do you think?

Steve

[Michelle-TalkTalk]

Thanks for your kind words Steve and please let us know if anything does change.

Michelle 🙂

[CaptainNemo]

Wonderful - thanks again - you guys in support are how support teams should be!!

Steve 

[Michelle-TalkTalk]

Morning Steve,

Thanks for the update. The line test is clear, the sync speed looks stable and I can also see the one re-connection on the line. There are also no errored seconds showing here. If it's not affecting the overall performance of your connection then I wouldn't worry too much about these errors.

Thanks

Michelle

[CaptainNemo]

Hi Michelle,

Here's the latest results from the router just now. It did reconnect on it's own about 1am in the early hours of Wednesday morning but maybe that's the readjustment period due to the DLM.

Also I'm not 100% how much packet errors are an issue or line attenuation figures - maybe they're fine - I don't know?

Steve

Speed and connection results

[Michelle-TalkTalk]

Morning Steve,

How has your connection been over the last 48hrs?

Michelle 🙂

[Michelle-TalkTalk]

No problem Steve, I'll check back in with you on Wednesday.

Michelle 🙂

[CaptainNemo]

Will do - thanks again Michelle.

Steve