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Live outage by post code

Submitted by fenbod 26-10-2017 | 3 Comments

Status: Delivered
  1. New ideas

  2. Investigating

  3. Accepted

  4. Delivered

Step 4 of 4

 

Whilst we don't have a specific post code checking feature we have Check your service (login with your My Account details) which will tell you if there are any known issues in your area affecting your line. It also allows you to run a line test on your line to see if there are any issues. 


 

Sorry if this idea is slighly hijacked from others but this goes into the suggestion a bit deeper than most.
SUGGESTION: We need an easy way to report on line and see local outages asside from calling an onsite engineer or call centre (Typical in recent storms where many ISPs affected)

 

No good having an overall generic uk wide icon as this is not local area specific.  What is required is a postcode area reporting system so that others can quickly see if they are not alone when the broadband, email etc goes down. (somewhat similar to the current reporting page )  but with instant feedback giving the customer an idea on the state of their area / town line.  This way you dont have to call on neighbours at unearthly hours. Likewise when several people are reporting an issue this can raise the flag to TT to say hey there is an issue in this area lets investigate. Appreciate an area may not just contain TT customers, but the idea still stands as I am sure a postcode can be easily grouped to a town or even County to flag up an issue in that area.

 

Obviously if a local area issue is found with issues then a tag can be put against that post code/town/county   with different icons or simple wording as currently been tested, issues found , ETA to resolve, Work carried out & completed, etc. Obviously a small archive could be kept for a few months to ensure no re occurances etc. This instant feedback with either a listing in postcode or town or county alphabetical order etc. would be an easy way to see the number of reports in a recent time frame by anyone.

Expanding from this idea TT could also use this system to flag areas known to be affected with planned maintance. This also may help free up the number of calls the call centres receive just because a customer can see immediate issues in their local area. !!

 

For added security & checking  you could be made to enter your phone number that is not displayed but could be cross checked to ensure they are a talktalk customer before the system logs the report.

Also remember not all people are on social media so this is not an option way of reporting & seeing local outages.  Also when internet is lost  they are likely to be using a mobile data plan or their company internet access to report these issues. So the report system needs to be a quick,  easy to navigate & interpretate the system feedback. Certainly not embedded deep into various pages.  However links to the reporting page can be added to most of the TT website pages so it doesnt matter if you dont click on an exact link that the search engine gives you.

 

Remember this is for area specific outages & not for reporting individual specific line issues that may need an engieer to be called to their premises.

 

PLEASE seriously consider this as a great asset to all customers & perhaps TT themselves saving money on larger call centres & keeping their customers in the know & happy.

Get more ideas related to: Broadband

Live outage by post code

 

Whilst we don't have a specific post code checking feature we have Check your service (login with your My Account details) which will tell you if there are any known issues in your area affecting your line. It also allows you to run a line test on your line to see if there are any issues. 


 

Sorry if this idea is slighly hijacked from others but this goes into the suggestion a bit deeper than most.
SUGGESTION: We need an easy way to report on line and see local outages asside from calling an onsite engineer or call centre (Typical in recent storms where many ISPs affected)

 

No good having an overall generic uk wide icon as this is not local area specific.  What is required is a postcode area reporting system so that others can quickly see if they are not alone when the broadband, email etc goes down. (somewhat similar to the current reporting page )  but with instant feedback giving the customer an idea on the state of their area / town line.  This way you dont have to call on neighbours at unearthly hours. Likewise when several people are reporting an issue this can raise the flag to TT to say hey there is an issue in this area lets investigate. Appreciate an area may not just contain TT customers, but the idea still stands as I am sure a postcode can be easily grouped to a town or even County to flag up an issue in that area.

 

Obviously if a local area issue is found with issues then a tag can be put against that post code/town/county   with different icons or simple wording as currently been tested, issues found , ETA to resolve, Work carried out & completed, etc. Obviously a small archive could be kept for a few months to ensure no re occurances etc. This instant feedback with either a listing in postcode or town or county alphabetical order etc. would be an easy way to see the number of reports in a recent time frame by anyone.

Expanding from this idea TT could also use this system to flag areas known to be affected with planned maintance. This also may help free up the number of calls the call centres receive just because a customer can see immediate issues in their local area. !!

 

For added security & checking  you could be made to enter your phone number that is not displayed but could be cross checked to ensure they are a talktalk customer before the system logs the report.

Also remember not all people are on social media so this is not an option way of reporting & seeing local outages.  Also when internet is lost  they are likely to be using a mobile data plan or their company internet access to report these issues. So the report system needs to be a quick,  easy to navigate & interpretate the system feedback. Certainly not embedded deep into various pages.  However links to the reporting page can be added to most of the TT website pages so it doesnt matter if you dont click on an exact link that the search engine gives you.

 

Remember this is for area specific outages & not for reporting individual specific line issues that may need an engieer to be called to their premises.

 

PLEASE seriously consider this as a great asset to all customers & perhaps TT themselves saving money on larger call centres & keeping their customers in the know & happy.

What do you think?
3 Comments
Community Team - TT Staff
Status changed to: Accepted

@fenbod Thanks for the suggestion. We don't currently have any dates but this is something that we're currently working on.

 

Community Team - TT Staff
Status changed to: Delivered

 @fenbod UPDATE - Whilst we don't have a specific post code checking feature we have Check your service (login with your My Account details) which will tell you if there are any known issues in your area affecting your line. It also allows you to run a line test on your line to see if there are any issues. 

 

Thanks again for the suggestion 🙂

 

Team Player

So I take it nothing's been progressed with this extremely proactive suggestion (2½ years later...)?