topic Re: Openreach - delay after delay in Broadband

Openreach - delay after delay

shugmo — Tue, 11 Mar 2025 19:22:00 GMT

I have been waiting for an Openreach install since December 30th.

Every week I contact Talktalk, every week the same response, they are waiting for civil engineering works.

Last Wednesday, totally unannounced, a crew of 3 turned up and asked if they could start work digging a channel on our drive.

Enthusiastically we said yes.

They went to the van, got in, drive off, never seen them again.

How do I raise a complaint?

This is beyond ridiculous.

Thanks

Re: Openreach - delay after delay

ferguson — Tue, 11 Mar 2025 19:29:44 GMT

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Openreach - delay after delay

Chris-TalkTalk — Wed, 12 Mar 2025 14:50:18 GMT

Hi shugmo,

Just to confirm, you currently have a working broadband service?

Chris

Re: Openreach - delay after delay

shugmo — Thu, 20 Mar 2025 14:18:22 GMT

Hi,

this still isn't resolved.

I have received an email saying my compensation is on its way, but I don't have a working FTTP connection yet.

How can the comp be settled when I am still awaiting resolution to my problem?

Re: Openreach - delay after delay

Karl-TalkTalk — Thu, 20 Mar 2025 14:53:41 GMT

Is your current FTTC service working ok, so you currently have internet access, is it just the FTTP install that is delayed.

Karl

Re: Openreach - delay after delay

shugmo — Thu, 20 Mar 2025 15:25:27 GMT

Hi Karl,

that is correct.

My FTTP should have gone live on 30th December.

Due to the long time to resolve this my FTTC was enabled to tide me over.

I made a formal complaint that seemed to get things moving, the outside ground work has been done, and the internal wiring, but the connection of the two hasnt been completed.

I have received an email with compensation, but I thought this only happened once it was up and running.

I hope there hasn't been a miscommunication and Talktalk have been told it is all resolved.

Re: Openreach - delay after delay

Karl-TalkTalk — Thu, 20 Mar 2025 15:43:47 GMT

I'll message our provisioning teams and see if they can get an update for you.

Thanks

Karl.

Re: Openreach - delay after delay

Karl-TalkTalk — Thu, 20 Mar 2025 15:52:37 GMT

Openreach notes are ; awaiting a suitably skilled engineer to complete Duct work externally. This has been passed to Civils and Openreach are advising the next review is on 26th.

Thanks

Karl.

Re: Openreach - delay after delay

shugmo — Thu, 20 Mar 2025 16:09:19 GMT

Thanks Karl,

all duct work is complete as far as it's been re-concreted.

Any idea why Talktalk have already said the compensation amount if it isn't up and running yet?

Re: Openreach - delay after delay

ferguson — Thu, 20 Mar 2025 16:27:24 GMT

Perhaps it is just an ex gratia payment to recognise the inconvenience?

Re: Openreach - delay after delay

Chris-TalkTalk — Fri, 21 Mar 2025 06:57:03 GMT

Hi shugmo,

There have been no further updates yet, we'll check again on Monday

Chris

Re: Openreach - delay after delay

Chris-TalkTalk — Mon, 24 Mar 2025 13:49:31 GMT

There's nothing further yet, I'll check again tomorrow

Chris