Where do I go from here?

Homeagain

I had Talk Talk broadband installed in my new house about two months ago. It worked for a while - about a month. It gradually became slow, cutting out and not working for days on end. I rely on the internet. I have phoned TT approximately 11 times, done various checks, listened to various people/advice and eventually agreed to an technician coming out at a cost of 50.00 which I can ill afford. The guy came tonight, was rude and extremely unhelpful. He said he had to repair some internal wires which he may or may not have done. The internet cut out almost 5 minutes after I left. I called him and he said it wasn't his problem and that he was busy?? I called Talk Talk AGAIN and a helpful person said he would change some settings or something. However, the problem has not been solved, the internet continues to cut out (lasts for about 10 minutes) if I am lucky. I am so fed up and really don't know where to go from here. I can't face calling the help centre again. They are no help. Does anyone have a direct local line to TT or an email address for someone who can help me. I really don't know what to do.
Thanks everyone.

david39

You can post your problem on the TalkTalk support forum, accessed through their website and My Account. There are other ways onto this section as well.

The forums are trawled by their support technicians as well as other TT patrons. You usually get a response from a techie or support rep within a few hours in the forum.

Much easier than their phone support and better, more understanding, service, too.

macman

Have you done the standard test from the master socket's test socket to determine if the fault is internal or on the line? If the latter, it's the job of your line rental provider to sort it out without charge, and BT OR will then investigate.
You should have done this before agreeing to pay anything to TT for an engineer. Surely you must know what repairs the Qube guy did or did not do-what did he put on the paperwork?
Have you tested the line-do you have noise/crackling on it?

Homeagain

I have done every standard test possible. I have been told by the tech support manager that they will not be charging me the 50.00 which is only fair. I only agreed to let them call an engineer out and pay for it as they told me there was nothing else they could do over the telephone as it were. However the internet remains faulty and I am nowhere further with facing a 'don't care' attitude. I am so fed up and frankly quite depressed over the entire thing. Thanks for your help anyway.

Homeagain

david39 wrote: »

You can post your problem on the TalkTalk support forum, accessed through their website and My Account. There are other ways onto this section as well.

The forums are trawled by their support technicians as well as other TT patrons. You usually get a response from a techie or support rep within a few hours in the forum.

Much easier than their phone support and better, more understanding, service, too.

I am definately going to try this - I obviously can't give up but not knowing what I am doing doesn't help. As I now have no internet connection at home I will just have to hope that someone gets back to me soon - I am very rarely at a computer at work as I teach. Thankyou for your reply.

Homeagain

macman wrote: »

Have you done the standard test from the master socket's test socket to determine if the fault is internal or on the line? If the latter, it's the job of your line rental provider to sort it out without charge, and BT OR will then investigate.
You should have done this before agreeing to pay anything to TT for an engineer. Surely you must know what repairs the Qube guy did or did not do-what did he put on the paperwork?
Have you tested the line-do you have noise/crackling on it?

I do believe that the fault is on the line but where do I go from here? He had no paperwork. Horrible man - phone is not crackling.

macman

I repeat-have you tested from the master socket's test socket (behind the faceplate)? If so and the fault remains, it's an external fault and you must be persistent in asking TT to arrange an OR callout.
Have you swapped out the router and filters?

Homeagain

macman wrote: »

I repeat-have you tested from the master socket's test socket (behind the faceplate)? If so and the fault remains, it's an external fault and you must be persisitent in asking TT to arrange an OR callout.
Have you swapped out the router and filters?

Just managed to get on. Thanks for your reply - I have done the test you mention, the wires were faulty and the engineer claimed to have 'fixed' them. I do believe it can only be an external fault. How do I insist that they fix this - do I have to go through all the technical stuff again with their call centre? It will be the ninth or tenth time I have done this. The router was replaced but I don't know what the filters are - the system was only installed two months ago.

macman

An ADSL filter should be on every active extension. including any Sky boxes if fittted. They look like this:
http://www.google.co.uk/search?safe=off&hl=en&site=imghp&tbm=isch&source=hp&biw=1680&bih=876&q=adsl+microfilter&oq=adsl+microfilter&gs_l=img.1.0.0j0i5j0i24l8.223.3797.0.5645.16.16.0.0.0.0.68.898.16.16.0....0...1ac.1.19.img.yMxP-0vonl0#facrc=_&imgdii=_&imgrc=FzHwc5Qmv8fNoM%3A%3Bo-Rw2fPZ09byMM%3Bhttp%253A%252F%252Fwww.tlc-direct.co.uk%252FImages%252FProducts%252Fsize_3%252FCX109HS.JPG%3Bhttp%253A%252F%252Fwww.tlc-direct.co.uk%252FProducts%252FCX109R.html%3B600%3B381
But if the fault was on the internal wiring, it will not be present anyway if you test from the test socket, because that isolates them from the master socket. Any internal wiring faults are your responsibility to fix, not OR's. Anything on or upstream of the NTE5 master is down to BT OR, unless the damage is user-inflicted.

david39

A neighbour had this exact problem with TT.

As in my earlier post, after frustration with TT's call centre, she approached them via the web site forums. They replied within the same day to tell her to try connection directly into the master socket, as suggested by macman above,. The problem was still showing, so that proved the fault was a line or master socket fault.

She reported that back through the forums and they immediately booked a visit by Open Reach who came out and repaired the external line.

You will never get sensible answers from the script-reading advisors at the call centres - use the TT support forum.

mattyprice4004

Homeagain wrote: »

Just managed to get on. Thanks for your reply - I have done the test you mention, the wires were faulty and the engineer claimed to have 'fixed' them. I do believe it can only be an external fault. How do I insist that they fix this - do I have to go through all the technical stuff again with their call centre? It will be the ninth or tenth time I have done this. The router was replaced but I don't know what the filters are - the system was only installed two months ago.

If you leave the NEW filter connected to the Test Socket, do the drop outs still occur? If they stop, the issue is within your house and it's not TTs problem.