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Community Team

Hi

 

This is still with our CEO Provisioning teams, they are saying that all looks ok our side but the BT systems are showing it's not enabled for multicast services. The correct engineer is required but the BT systems will not allow this engineer to be booked, so they are chasing this up with openreach to see if they can by pass this.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Hi Karl,

 

This is sounding like an impossible problem to fix:

 

TalkTalk are saying that the problem lies with Openreach and Openreach are saying the problem lies with TalkTalk. Reallistically – will this problem ever be fixed or should I now look for a new supplier, as it's been over FIVE weeks since I reported the problem.

 

I cannot believe it is has taken so long and TalkTalk still seem to be no closer to a resolution.

 

Chris

Community Team

Hi

 

I've emailed our CEO Provisioning and TV teams to ask where they are up to with this case.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Hi Karl,

 

I spoke to 'JM' in Fault Management on Friday morning (0900) – I explained the cause of the issue as you described and eventually, after 1 hour and 16 minutes, he agreed and would "look into" getting an Open Reach engineer out to enable the multicast channels at the exchange. He did however said they would be back in contact with me within 48hrs, which has now gone over by 24hrs! Also, rather annoyingly during the call, he got me to 'test' adding another Boost channel (Entertainment package) for £12.00 – which of course didn't work! I did stress I did not want to pay for this and he assured me I wouldn't be charged, but I'm not convinced.

 

Can you please look into this and chase up – I would just like to know when the issue will be resolved and do not want to make another hour call.

 

Thanks very much.

 

Chris

Community Team

Hi

 

Our teams have raised this with our Openreach liaison, and with the Openreach escalations teams.

 

There is no point in speaking with our front line teams, they will not be able to resolve this for you.

 

If someone advised they can book an Openreach engineer, this will only be a Data engineer and they cannot resolve this.

 

Openreach have a number of different engineers for different jobs, and to resolve this, a specialist engineer is required however the BT systems will not allow this engineer to be booked as their system shows the service product (TV) is not enabled on their platform.

 

Our teams have tried to book this, and also have spoken to Openreach Network teams who also have tried and their systems will not let the booking go through, so this has been passed to the escalations teams within BT.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Thanks for the update Karl... I guess!

 

Yes I have been going around in circles with the 'front line' teams but only because I was hopeful of someone giving me a timeframe to get this problem fixed.

 

What is the timeframe when an issue has been raised with the BT Escalations team? I really appreciate you're looking into this now for me, but iI've been without for what I've been already charged for, for nearly six weeks now.

 

Thanks again.

 

Chris

Community Team

Hi Chris

 

I've asked our teams to chase BT for an answer.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Thanks Karl,

 

Appreciate any feedback, even if it's bad – least I'll know to give up!

 

Chris

ChristoffBas
Team Player

Hi Karl,

 

Can you please give me an update as I need to know if the issue will be fixed by BT or not. I need a definitive answer today please so I can either stay with TalkTalk or leave, in order to get SkySports (and other subscribed channels).

 

 

As mentioned, even it's a 'no' answer, least then I will know TalkTalk can not deliver the service I signed up for.

 

Thanks again for your help and look forward to hearing from you.

 

Chris

Community Team

Hi Chris

 

This is still with the BT escalation teams.  Our teams have advised me they will notify me as soon as they receive a reply.

 

If I'm honest with you, I don't think this is going to be a quick fix.  Unless BT can resolve things at their side, the only way forward I can see is for a Cease and reprovide, but that disconnects all services and puts through a new order so can take several days or more.

 

I do want to get this resolved for you and am pressing the teams for updates, but I can also appreciate things from your side and I will give you as clear an answer as I'm able to.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Hi Karl,

 

Thanks for your reply. Forgive me but how can doing a 'cease and reprovide' work? The service wasn't enabled for multicast channels when I took out a brand new order with TalkTalk 6 weeks ago, so why will shutting down what I've got now (and losing broadband) make any difference? The line was not checked for offering multicast services in the first place, so why would it be checked now if I did exactly the same thing again with a new account?

 

How long do you suggest I wait for an answer from your team/BT escalation team?

 

This is has been SO disheartening, frustrating and time-consuming for me.

 

Chris

Community Team

Hi Chris,

 

I fully understand how frustrating this is for you. I'm not sure if the cease option is they way they will go, but I've seen this with other similar issues.

 

As our side is set up correctly, a cease and reprovide would issue a new order to BT systems and this can have the effect of enabling the service on their side.  This is more commonly done if the service is set up correctly on the account but not showing as active on our network side, a new order will update the network systems to flag the service as enabled.  

 

I'm not sure if this is the way to go, so speculation on my side, but I have asked the question if this is one of the options they are considering.  

 

Obviously the time to wait is up to you, and if you do decide to cancel your services, I would fully understand why, and I'll keep pressing for updates from the teams. As this is currently with a team within Openreach it is a little more difficult for us to apply pressure but we will keep emailing for updates.

 

As this is such an unusual issue, and myself and our teams have not seen this happen before, it is difficult to give a timescale as we / they simply do not know what has caused this currently.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Fair enough Karl,

 

I appreciate your honesty. I will give it until the end of the week to get feedback otherwise I will cancel the service.

 

Please keep pressing and let me know of any updates.

 

Thanks

 

Chris

ChristoffBas
Team Player

Hi Karl,

 

Any news on the OpenReach escalation of my issue?

 

Maybe irrelevant, but someone else very nearby to me is with TalkTalk – their Wifi network comes up in my list! I wonder if they're getting multicast channels successfully??

 

Please give me an update asap.

 

Thanks very much.

 

Chris

Community Team

Hi

 

i'm still chasing but no updates have been issues as yet.

 

It is not unusual to see other wifi connections in the list when searching for your own connection.

 

Thanks

 

Karl. 

ChristoffBas
Team Player

Ok Karl, please keep chasing.

 

Yes I realise I'm likely to see other TalkTalk connections in my area, but my point is I wonder if they have access to the multicast channels at the same exchange?

 

Thanks

 

Chris

ChristoffBas
Team Player

Morning Karl,

 

I need to make a decision today so can you please give me an honest answer – can my issue be resolved by TalkTalk or I should I now look elsewhere to get SkySports and other subscribed channels? Six weeks is more than long enough to wait I'm afraid.

 

Can you please let me know today so I can move forward.

 

Thank you.

 

Chris

Community Team

Hi Chris

 

Honestly, I don't know if this can be resolved, but certainly not within the next several days. I do believe this to be an issue on the openreach side,but with them disagreeing with our teams. you are unfortunately in the middle of all this.

 

Please believe me when I say that I wanted to get this resolved for you, and I really hate the fact that we are letting you down.

 

Karl.

ChristoffBas
Team Player

Hi Karl,

 

I do appreciate the dilemma you're in but obviously being the customer makes it harder for me! 

 

Anyway – I have just had some news, hopefully ending in a positve outcome – someone from the UK support team rang me to say he's arranged for OpenReach to come out on Weds (18 Oct) to check out the exchange again. Albeit, not necessarily the multicast side of things initially but apparently they have to send someone to look at the other part first. He said he would be calling me back on Weds afternoon with an update.

 

Thanks

 

Chris

Community Team

Hi Chris,

 

That's great to hear that Openreach are doing something.  I'll keep my fingers crossed that things look more positive after Wednesday.

 

Thanks

 

Karl.