topic Re: Fibre installation failure - engineer responsible for lack of internet in Fibre

Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Thu, 05 Dec 2024 21:53:25 GMT

Hi,

My internet connection was never the best and my contract with talktalk has almost ended so I have decided to upgrade my broadband to full fibre 150 (before I had mixed copper line 65)

I thought changing cables to fibre might help with my connection.

So on 26/11 the engineer came to install full fibre at my house.

First thing he did was he cut off the old copper line (leaving me with no internet connection at all) and replaced it with fibre.

Unfortunately as it turned out the engineer was unable to complete the work on 26/11 due to a lack of equipment and blocked/congested duct. A second engineer is required.

So basically now I am left with no internet connection at all.

First I was promised by talktalk that the new engineer will be assigned within 5 working days.

This did not happen.

So then you have raised an escalation case with Openreach a reference Case Number -00032683 and Openreach was to contact me within 24 to 48 hours.

This did not happen.

So now I don’t know what to do. I am clearly being ignored. I am seriously thinking about switching to a different broadband provider.

I just want to mention that I work from home and I am often on conference calls therefore I need stable internet connection. This past week has already affected my work quality and I cannot afford to have no internet connection. I am using my mobile phone for internet but the reception is not so good therefore connection is bad.

Is there anything you can do to help? If you cant send a specialized engineer to connect full fibre can you at least send someone to connect the copper line back to me asap? I know that the old line is still active.

I am desperate and I would really appreciate any advice.

Kind regards

Re: Fibre installation failure - engineer responsible for lack of internet

ferguson — Thu, 05 Dec 2024 21:58:03 GMT

That is really not right, they should not have cut off your existing connection before checking that the new one was live. This has been flagged up to the support team here and they will do their best to help you resolve this mess.

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 06 Dec 2024 09:26:54 GMT

Hi mrpotatogod,

Is your telephone line completely dead, no dial tone? The service appears to still be active from our side?

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Fri, 06 Dec 2024 09:38:49 GMT

I do not use telephone line. The engineer has cut off the copper line so my router is not connected to anything as there is no line to connect to. The service might be active from your side but I am physically not connected to any cable as it was cut off outside my house.

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 06 Dec 2024 11:48:37 GMT

I see, so he disconnected your old service knowing that he couldn't complete the install of the new service?

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Fri, 06 Dec 2024 11:56:15 GMT

He disconnected me from the old service thinking that he will connect me to the new service which then turned out he could not because of the blocked pipe. He did not reconnect me to the old service afterwards.

So now, no new nor old connection 😞

The engineer made a mistake cause first thing he should do is to make sure that he is able to connect me to the new service and make sure that everything is fine and THEN disconnect the old connection.

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 06 Dec 2024 12:23:47 GMT

OK thanks. Leave this with me and I'll check with our provisioning team and get back to you

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 06 Dec 2024 13:50:19 GMT

Our provisioning team have said that there's Civil works required to complete the FTTP installation, this looks like it will be on the 12th. Unfortunately there nothing that we can do in the meantime to reinstate the FTTC service, I'm really sorry for the inconvenience

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Fri, 06 Dec 2024 14:13:12 GMT

Thank you Chris for an update. Another week with no internet 😞 I hope I will not be charged for the FTTC service as I do not receive ANY service from talktalk atm - and it is not of my fault.

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 06 Dec 2024 14:34:54 GMT

I'm sorry for any inconvenience cause by this issue. You should be covered by automatic compensation - About your auto compensation credit - TalkTalk Help & Support

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Fri, 13 Dec 2024 09:23:21 GMT

Hi, Chris Do you have any info regarding engineers yesterdays visit?

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 13 Dec 2024 09:32:55 GMT

Hi mrpotatogod,

There is an update but it just says that further work is required, did you see the engineer?

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Fri, 13 Dec 2024 09:39:25 GMT

There is a lot of paint markings on the pavement so I am guessing there will be digging required but I do not know when this will happen?

Do you know when should I get a compensation credit when my connection is gone from 26/11? I have just received a bill and it does not say anything about compensation?

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 13 Dec 2024 09:42:48 GMT

There is no information yet about when the work will be done. I'll check again later. Regarding automatic compensation please see - About your auto compensation credit - TalkTalk Help & Support

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Fri, 13 Dec 2024 09:46:27 GMT

Thank you so much Chris for your help. Please let me know asap if you have any update.

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 13 Dec 2024 09:47:32 GMT

No problem, will do

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Fri, 13 Dec 2024 14:08:32 GMT

No further updates yet, I'll check again on Monday morning

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

mrpotatogod — Mon, 16 Dec 2024 11:22:20 GMT

Hi Chris, any news?

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Mon, 16 Dec 2024 11:44:45 GMT

I've just checked, they are trying to get a PTW signed (permission to work), there should be an update later so I'll check again

Chris

Re: Fibre installation failure - engineer responsible for lack of internet

Chris-TalkTalk — Mon, 16 Dec 2024 14:58:52 GMT

Nothing further yet. we'll check again tomorrow