No Connection since network "upgrade" - TTconnect

On the 24th of November a gentleman came to my premesis as per phone call appointment made to do some upgrades to the fibre network. I have only had fibre in my new home for 8 months, now my hardware needs to be upgraded.

I was worried that the upgrades would cause issues, however we are forced to do the upgrades as per the tech, persons who do not upgrade will not be able to get internet access going forward. This is a concern for me since the cellular signal in my house is pretty bad and it makes it very difficult to get work done. Since I am working from home, when my fibre is down I have to get creative to get work done as well as work a lot longer to get things done due to the connection being very slow.

Be that as it may, I let the gentleman continue and finish his hardware replacement. Once he was done, it did not take more than 45 min, he was on his way and I tested my internet and it seemed to be working fine.

About an hour after the tech left, my internet dropped, I did not think much of it and decided to reboot the CTS unit, I have had fibre for a few years now and drop outs does happen sometimes on new systems, my old system never dropped like this however.

My internet was restored after rebooting the CTS unit and it was business as usual, it dropped again an hour later.

I called the tech who did the replacement, he called me earlier as I was 5 min late for our appointment, so I had his number. He came back to my house as the exchange is only about 2 blocks away and changed Ethernet cables as well as the power supply of the CTS unit, he advised all should now be working.

Low and behold, he left and the fibre dropped again, this time completely with no internet connection. I tried calling the tech but there was no answer, tried calling TT connect but they only deal with ISP's apparently and I have to do the full call logging process to get them to fix what they broke....

I managed to call Mweb where my line kept cutting and they could not get to the issue to resolve.

The next day I called the tech again and he was back at my house to replace the entire CTS unit. This was done and the network was restored and is was back online! I was so happy to get to my work again. The network was working flawlessly for the entire Thursday, until the evening when it was time to relax with the family and watch some movies.

The fibre died and never came back. I called Mweb and they advised that they are seeing a lot of drops on the CTS and they will escalate this to TTconnect to look at.

Connectivity: No Connection - TT Connect FTTH - New Technical Fault Query - Ref No: MWB***9

Since the tech replaced the CTS unit he has been unavailable, dispite telling me to contact him directly if there was any issues.

My fibre has been down since Friday with no conection at all.

Now I am in IT and I have tried different routers, I have tried different cables. I even checked the Fibre connection is dead and I have explained multiple times to the guys that the fibre connection is down at the exchange, it is possibly just unplugged.

On Saturday I have had enough.... I went to the exchange to see who was there and I found the tech who replaced the CTS unit, he was busy there with some of his colleagues. I told him my fibre is down again and I cannot get any work done.

He said he will check it, during this time one of his colleagues chipped in and told me that it is part of maintenance I can expect to be down. I immediately lashed back at him and told him it was unacceptable that my fibre had been up and down for this amount of time due to upgrades and maintenance. It is not acceptable that I pay for a service and yet I am not getting to enjoy any of it. The tech was clearly upset by what I said and got in his car and said nothing.

I changed my focus to the tech who I had been working with and asked him to please please sort me out. He said he will look into it right away and I thanked him and left. They were both in their TTconnect car and they left.

The whole of Saturday, no internet...

I received a call from TTconnect on Sunday and they wanted access to my premesis to check the fibre connection, I was not home as I had left for a birthday party 150km away. I informed the tech that I will not be home and that the internet connection issue must be at the exchange, I explained to the tech that I have tried multiple routers as well as different cables.

From my experience in IT, I can confidently say the issue is with the fibre connection itself. Since Friday, the CTS unit is flashing red which means no connection via the fibre optic cable. The tech told me he will try his best to get the guys to resolve after I pleaded with him to get my issue resolved. I explained to him that the issue must be on the exchange side. The tech advised the issue seems to be with the splitter as many other customers in the area is struggling as well after the upgrade and they are investigating the issue.

As of Monday, my CTS unit is still flashing red and I have a useless paperweight in my house. Paying for a service I do not have and getting frustrated to a point where I have never been with a service provider.

I cannot believe that I have and many residents in the area has to struggle with no connection as part of your upgrades. This is unacceptable and I cannot believe that an upgrade would lead to such frustrations from a customer.

In your notification I received on the 15th of Nov to book my appointment TTconnect advised the follwing: "Please be advised that should you not be available or have been rescheduled three times and still are unavailable your fibre connection will be switched over to the upgraded equipment resulting in you loosing network connection and you having to log a support ticket". So you are forcing me to upgrade, but your upgrade SUCKS!

1/10 would not recommend TTConnect as though your product WAS stable, your upgrades and customer service is lacking severely.

For a customer to have to go through all these measures to get his internet connection sorted is astonishing. Having to explain the same thing multiple times to multiple people and the issue is still not resolved. This cannot be acceptable.

I am expecting my connection to be restored today otherwise I will seek alternate solutions.