Reported as an "incident" but apparently as there are no alarms or other wholesalers reporting issues they refuse to accept it.
They want me to report as individual faults, 43 of them.
They then want a CLIs (we provided all 43 already).
They want to know the exact issue and I had said already: "Latency started around 16:20, increased to around 30ms at 16:30, decreased a bit and then back to 30ms around 16:55, stayed reasonably steady until 17:15 then increased up to 100ms, dipped a bit around 17:35 and 17:46 then up to a solid 100ms at 18:00 and steady since, now at 104ms as has been for well over an hour."
The asked where the latency is to, and explained to "us", i.e. LCP echos LNS to end user router.
They asked for traceroutes to bbc and google, as if I was reporting an IP level fault! I told them not to be silly. I sent all the details yet again.
When I sent all that they have the cheek to ask "Pleae[sic] put this information in a straight forward email please. The way you have formatted this is confusing and doesn't help us!"
I am at a loss, I sent it all again. I don't know how to say it in a more straight forward way!
Are TalkTalk really getting as bad as BT?! I hope not.
Update: It looks like the normal email practice of selectively quoting their email with ">" prefix on the lines and inteleaving responses to each points is somehow confusing them. I have suggested maybe they learn how to use email.
Update: Someone with clue in TT has picked up on that (seeing my blog post) and is on the case. I expect he'll be able to track the issue down. Maybe I started with the wrong team here and I apologise if I used the wrong channels.
Update: "On call engineers are being scrambled now - we have an issue in the wider Oxford area and you should see an incident coming through shortly." so the right people sorting it now..
Update: All fixed by 23:25 - I have updated the image to show the start to end of the fault. Well done to Peter at TT for getting engineers on site to sort this.
Update: I think I have worked out how to do this next time - I'll compose the reply as normal - my email client using fixed space font and colours to mark the quoted text and my replies really clearly (as it does). Then I'll screen shot it, and put the image in a word document then send a blank email with that as an attachment. I suspect that will work for them.