By Isle of Wight Observer
Charles and Josephine Barry, of Carisbrooke, are finally back on-line after being without their broadband service for a month.
Last week the IW Observer described how the couple had been fobbed off with constantly changing stories about what was happening to restore their service. They were repeatedly given different information, and told that a fix to their connectivity woes was “imminent”.
Initially they were told “hundreds of people” had been affected by an Openreach fault since February 12, then 800. They contacted the IW Observer because they couldn’t understand how such a widespread fault was getting no media coverage. We contacted both TalkTalk and OpenReach, and were eventually told that just four customers had lost their service. OpenReach said they were waiting for permission from Island Roads to fix the problem.
This week it transpired that there was nothing wrong with the line. The fault was on their router, and, after a new one was sent, they were back on-line straight away.
A TalkTalk spokesman said: “Following the installation of a new router, Mr and Mrs Barry’s broadband connection has been restored. Openreach system checks initially suggested this issue was linked to a wider Openreach infrastructure outage in the local area, but further investigation identified a fault with the customer’s router. We apologise for the inconvenience Mr and Mrs
Barry have experienced and offered compensation, which has been accepted.”
Charles said: “Thanks for your help. It’s hard to believe this needed the top UK manager to sort it out. I guess we will never know what really was the problem.”
