All talktalk no service

synoco

I am with TalkTalk for my phone and NewNet/Timico for my Broadband.
My broadband went down on Tuesday [has been twitchy for a long time] NewNet did a line test and found a battery contact fault. I have spent a majority of the intervening time listening to the TalkTalk ‘team’ reading their scripts asking me if my phone is working properly and since it is; washing their hands of any responsibility. Talktalk have, supposedly, done line test - which took 54 hours [giving varied promises/denials along the way] which they say prove the line is ok.
So here I am, in an internet cafe asking H E L P.
Do I cut my losses and leave both suppliers. ID Net and EE look good.
Newnet are trying to see what they can do but the system is designed [stitched up] in such a way that the ISP cannot contact either OpenReach or the line provider directly whilst the “customer/mug” is paying for a service not received and doing much of work to try to co-ordinate a solution.
Ofcom have told me that it is the broadband provider’s responsibility to repair the service but how can they when the provider on which the service is dependant will not co-operate? Ofcom also provided me with 2 companies who wanted to sign me up to Sky or Plusnet for which presumably they would have received a fee – hardly impartial. Some Watchdog!

penrhyn

As far as I am aware if you have a Talk Talk line, you can only choose to have Talk Talk for your broadband, why not do that?
If you don't want that you may have to go back to BT and start again.
Sky will only offer you a combined broadband and talk service as will Plus-Net.

What ever you do don't cancel your service as you will get a £30 cancellation charge get a MAC.

rwalton159

Just email the TalkTalk CEO and ask her politely for help.

poppasmurf_bewdley

I can't see that your faulty broadband is anything to do with Talktalk. Surely it's down to BT Openreach, who will supply both companies with the actual line on which your phone and broadband operate.

penrhyn

Good point, one of them needs to raise the problem with BT OR.

duchy

I really don't understand why people choose to have phone with one company and broadband with another as it leaves you wide open to these kind of situations.

That said not all companies work as TT do. I know if I have a BB customer who has their talk service with BT and there is a line fault affecting the BB (but not the phone) liike a battery contact issue-as their BB supplier I can raise the fault to OR anyway.

It is entirely possible to have a fault on the line that requires an OR line engineer with the phone working and the BB not- CE battery contact is one of the common ones which is what I suspect the OP has.

TalkTalk

Hi synoco,

As your services are provided by separate companies who has responsibility depends on what your experiencing.

If TalkTalk only provide your phone service, we are only able to escalate phone based issues to Open Reach for investigation. If you experience a fault that is isolated to just your BB service, your BB supplier must escalate the issue to Open Reach.

As you BB supplier has detected a fault on their service checks they should log this to BTWholesale for further investigation and to book an Open Reach engineer if necessary.

If your not experiencing any issues with your phone line TalkTalk are unable to take any action, as were not the supplier of the service you have a fault with.

Cheers

Mark
TalkTalk
Online Community Department
TalkTalk Community

Exemplar

TalkTalk_Company_Representative wrote: »

Hi synoco,

As your services are provided by separate companies who has responsibility depends on what your experiencing.

If TalkTalk only provide your phone service, we are only able to escalate phone based issues to Open Reach for investigation. If you experience a fault that is isolated to just your BB service, your BB supplier must escalate the issue to Open Reach.

As you BB supplier has detected a fault on their service checks they should log this to BTWholesale for further investigation and to book an Open Reach engineer if necessary.

If your not experiencing any issues with your phone line TalkTalk are unable to take any action, as were not the supplier of the service you have a fault with.

Cheers

Mark
TalkTalk
Online Community Department
TalkTalk Community

What a crock of hit.

I work for a telco company and can confirm the opposite. We have many incidents where a customer has telephone with one supplier and broadband with another.

I have lost counts of the times I have spoken to customers and the BT Wholesale test states 'The broadband is being affected by a fault on the PSTN line, please refer the end user to their copper line provider'.

Yet the customer is calling in from the telephone line affected.

LazyTyper

alcot33uk is correct, as well as NewNet.

A "battery contact fault" usually caused by a short circuit in the copper cable that runs from the premises to the exchange, and could be touching other lines. Normally an Openreach engineer needs to investigate and resolve (via the company who is getting the money for the line rental).

The line has the fault, which is having a knock-on effect with the broadband service.

This needs to be fixed by TalkTalk, as the OP is paying them for the line rental.


I presume the usual checks on the master socket and test socket have been carried out, and checked for any water?