Tuesday, 23 February 2016

Talk Talk refusing to fix faults

Getting annoying.

We have moved a few lines from BT to TT back-haul recently, and a handful have been "mis-jumpered" at the exchange.

As faults go, this is pretty much as clear cut as you can get, the fix is also simple - an engineer goes to the exchange to fix the jumping.

But TT are refusing to fix the fault unless we pay them to fix it! Well, we do pay them, every month, a fee for a *WORKING* service, which includes fixing it if it does not work. Unfortunately they refused to understand this.

This is just like BT all over again, so we are escalating to get the work done - we do not want a customer off line, obviously.

What the hell is wrong with these people?!?!?

P.S. We managed to get a manager out of a meeting and progress the fault this time, but it is a systematic problem in TT (and BT).

14 comments:

  1. It seems risk of insanity is part of the terrible cost of being an Openreach customer.

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  2. Well apparently, the demarcation point on a line can be changed at any time (Ethernet port of Openreach VDSL modems used to be the demarcation point, and modem would be replaced if broken, this changes as of next year, the modem is now the customers).

    I wonder if this is a trial run for a new fault system, whereby they move the demarcation point to just before whatever bit of equipment is faulty, and bill the customer for the fix. Water ingress in the line? Sorry, demarcation point is now the cabinet. Cabinet hit by a car? Sorry, demarcation point is now the exchange.

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  3. Forgive my ignorance, on which exchanges can this change be made? (I am NSBFD)

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  4. Our line goes to TT FTTC on Thursday. For information how does an exchange jumpering fault manifest itself? My understanding is that the DSL element of the service is jumpered to the copper pair at the cabinet and is then on shared fibre back to the exchange.

    I guess this would result in lack of dial tone service, does it effect the DSL as well?

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    Replies
    1. Jumpering it can go wrong at exchange or can or both. It is not common.

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    2. This hit me last year (Thursday, 31 Dec I think) - PSTN service went completely dead, VDSL remained unaffected. After poking Openreach via my SP (not A&A, sadly, but still one quite clued up) it was fixed early on the Monday morning and the cause confirmed as "disconnect in cabinet". No comment as to whether or not Kelly Kowboys had been let loose on the cabinet around the time of said disconnection, but ...

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  5. Considering the timing I suspect that I'm one of these lucky customers. For anyone curious, this is what happened to me:

    Backhaul changed from BT to TT. We notice a few days later that voice calls/dial tone don't work, so I'm suggesting they're related but not positive as we don't use the landline much. BT engineer comes and fixes the line. Unfortunately we're not in the house when he finished the work so I didn't notice that the ADSL went down during the work but never came back up again. Modem gets sync but won't auth, using the BT test login works, indicating that the line has been moved back to BT. Now waiting for another engineer to fix the mess. Rule of three?

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    1. I'm offline for the reason discussed in TFA, but for a period was on the wrong backhaul. When speaking to tech support at A&A they mentioned they could have re-enabled auth on the BT backhaul to get me temporarily back online.

      If you're currently offline you might like to give that a try.

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  6. Yeah, even moving within TalkTalk is a nightmare, took us a month to get everything sorted and 8 engineer visits.

    http://www.ispreview.co.uk/talk/showthread.php/33847-Don-t-migrate-to-TalkTalk-Business

    Ridiculous. Would try Virgin, but they aren't in my area, and going cellular is just too expensive. Arrgh monopolies.

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    Replies
    1. The irony here is that these faults are pretty much all down to BT engineers messing things up in the first place.

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  7. What reason did they give for the charges when the fault is clearly their side of the demarcation.

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  8. I had 5 TT wholesale lines installed last friday. All 5 of them are faulty and will not operate. Since there is no sync on any of the lines they still required me to agree to charges for an SFI engineer dispite a clear fault existing outside of our control! Is the wholesale forum still going I have tried to sign up twice now but not had any reply?

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  9. I think this was me. Ha. All sorted now :)

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