Phantom fault reporting?

[Gliwmaeden2]

I've reported this to staff here:

https://community.talktalk.co.uk/t5/Stars-Lounge/Service-Centre-is-now-called-MyConnection/td-p/2944...

I wouldn't have been testing my line except for you asking CSs to check what is going on for the new My Connection.

Each of the previous supposed fault reports have fallen off naturally after 3 days. I have never been informed if any of these faults were actually worked on.

Were the faults ever there or is this a fault with your system?

As the last listed fault had cleared as usual, I thought I would run another test for you, so here is another fault number:

 

I am getting rather fed up not knowing whether there's actually a fault going on or whether anything is actually being done about it, if there is. 

Could you please clarify the situation?

[Michelle-TalkTalk]

Hi,

Ok I understand. Would you like us to update the router firmware? We can do this between 6.30-7.30am tomorrow morning if this is more convenient as the connection will go down while the firmware updates?

Thanks

[Gliwmaeden2]

I'm only on my smartphone  - computer can't be installed just now in teaching space as there's no room.

Wasn't down by the router when it happened, so didn't see the lights.

As I say, this wasn't happening with the Huawei.

It coincided with trying to send a file in a reply as an attachment and stayed stuck in "queuing" till I used my usually feeble Three data instead. 

This shouldn't happen. 

[Michelle-TalkTalk]

Hi,

I've not run any further line tests since this morning and I've re-checked the connection stats and the line is showing in sync for 2 hours with no re-connections showing. Did you notice if the lights changed? Did the connection drop on all devices? 

Thanks

[Gliwmaeden2]

@Michelle-TalkTalk / @Debbie-TalkTalk, this is NOT OK!

A significant dropout from the router just now.

If you were not running another test at the time (c 9am) then this is going to cause me the sort of problems I was getting with the Sagemcom last summer. 

I've not been getting noticeable dropouts with the Huawei, but you say it's causing the fault with the phone....

So what's to be done now?

[Gliwmaeden2]

Thanks, @Michelle-TalkTalk, good to know that and I'll keep you posted.

Any idea why Talktalk sent me that "thank you for returning the equipment" message (image in earlier post)?

Has someone hit the wrong button?

Presuming that Talktalk speaks in opposites all the time..... do they not usually send a message out at this stage saying "send us your old equipment back, or else....."?

Perhaps I should assume the latter?

Many customers wouldn't know, would simply be puzzled by the message and not return anything. Then get charged £50.00.

[Michelle-TalkTalk]

Morning,

I'm glad to hear that the router has arrived. I've re-run the line test now which is still clear so it looks like it may have been caused by the router. Please let us know how the voice service compares over the week.

Thanks 🙂

[Gliwmaeden2]

I've set up the new router, @Michelle-TalkTalk  / @Debbie-TalkTalk.

Please note that the box says it should include two filters, but there is in fact only one, so no spare in the kit.

However, my phone connector is sticking in the current filter again anyway, so I have just put the new router in that filter, which is the one we switched to the other day. Worried about damaging either the filter or the phone thing if I have to keep yanking at it.  The BT phone connector and these Talktalk filter fittings just don't seem to be a good match!

Same old error still shows for me, so I reckon that you would have to test the line anew to get a fresh result, from your end.

I can't run a new test while the fault ticket is still showing.

 

[Gliwmaeden2]

It has finally arrived,  just before 7.45pm. A somewhat frazzled driver has finished off the round as the other one hadn't a clue where he was going. 

I'll plug it in in time for staff to check for the fault first thing. 

[Gliwmaeden2]

It's been a terrible waste of a day, @Michelle-TalkTalk  - beautiful outside, but I didn't want to go out and miss the delivery.

The tracker has been stuck at this for a while:

 

No sign of the lorry symbol that indicated he was just less than a mile away doing deliveries for several hours.

Meanwhile, why has this email just popped up from Talktalk?

 

Is that acknowledgement for the router I returned back in May....?

Nothing going quite right these days!

[Michelle-TalkTalk]

Morning,

Thanks for the update 🙂

Thanks

[Gliwmaeden2]

They updated it at 00.44 this morning to say it's reached their Peterborough depot. Hope it enjoyed its weekend wherever.......!

Not yet out for delivery - it will be likely to take all day. It's quite a distance to travel still! At least it has progressed a bit.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear that and hopefully this will arrive soon.

Thanks

[Gliwmaeden2]

Yodel has been saying this since the wee small hours on Saturday morning, @Debbie-TalkTalk:

 

Their operators have been so busy, that message hasn't changed all weekend. 

No wonder this country has 0 growth!

 

[Debbie-TalkTalk]

Hi Gliwmaeden2

No problem 🙂

Debbie

[Gliwmaeden2]

Thanks, @Debbie-TalkTalk & @Michelle-TalkTalk.

[Debbie-TalkTalk]

Hi Gliwmaeden2

I have ordered you a replacement router, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Gliwmaeden2]

That seems to be the only option at the moment, @Michelle-TalkTalk.

So, yes please.

[Michelle-TalkTalk]

Hello,

The fault is back again so it looks like it might be the router. Would you like us to send a replacement router for testing purposes?

Thanks

[Gliwmaeden2]

Router now also connected to the filter, @Michelle-TalkTalk.

[Michelle-TalkTalk]

Hi,

Thank you. It's clear again, please can you now re-connect the router.

Thanks