topic Re: Engineer visit promised but no show in Fibre

Engineer visit promised but no show

CaptainDallas — Fri, 24 Jan 2025 16:44:41 GMT

Hi,

TalkTalk have let me down yet again it seems.

I was promised a visit today, in the afternoon for a broadband upgrade, but no email, no phone call, no sign of an engineer.

I moved a hospital appointment for this - but yet again TalkTalk have failed.

Re: Engineer visit promised but no show

Divsec — Fri, 24 Jan 2025 17:05:24 GMT

Hi @CaptainDallas could be the upgrade was effected at the exchange or green box. Have you tried rebooting your router and checking your current stats?

Re: Engineer visit promised but no show

CaptainDallas — Fri, 24 Jan 2025 17:30:33 GMT

No, this has not been the case.

Have rebooted router and getting same upload/download speeds.

So disappointed in TalkTalk - will definitely be leaving as soon as I can.

Re: Engineer visit promised but no show

CaptainDallas — Fri, 24 Jan 2025 21:09:04 GMT

Tried second reboot in case I was too early, but still the same speeds.

TalkTalk have, as usual, been very poor.

No communication, no update, no apology.

I moved a hospital appointment for this dreadful company.

But lesson (finally) learned - I intend to leave as soon as possible and give a company who actually want the custom a chance.

Re: Engineer visit promised but no show

Divsec — Fri, 24 Jan 2025 21:11:26 GMT

Hi @CaptainDallas was worth a try. your post has been escalated and you should hear soon. In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

Unfortunately it's weekend now so Monday is the quickest you will get assistance.

Re: Engineer visit promised but no show

Gliwmaeden2 — Fri, 24 Jan 2025 21:15:38 GMT

@CaptainDallas, you should get compensation for the missed appointment:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

I'd keep an eye out for that, and hold them to it, particularly after all the inconvenience you were put to.

Re: Engineer visit promised but no show

Arne-TalkTalk — Mon, 27 Jan 2025 09:31:20 GMT

Hi CaptainDallas

Sorry for the problems.

We have checked with Openreach and the order is still in planning, meaning it requires a specialist engineer/ equipment to progress the order the next date for an update is set at 28th we can check tomorrow.

You will be eligible for Auto-compensation once the upgrade is complete.

Re: Engineer visit promised but no show

CaptainDallas — Mon, 27 Jan 2025 11:37:36 GMT

Hi,

28th is fine, thank you.

And thanks for the confirmation of compensation.

As suggested earlier, can the upgrade be done remotely (i.e. at the green service box)? Or is an engineer visit necessary?

Re: Engineer visit promised but no show

Arne-TalkTalk — Mon, 27 Jan 2025 14:25:17 GMT

From the notes it requires physical work by the engineer.

Re: Engineer visit promised but no show

CaptainDallas — Tue, 28 Jan 2025 15:19:46 GMT

Hi, is there an update at all?

Thanks.

Re: Engineer visit promised but no show

PaulNI — Tue, 28 Jan 2025 22:15:31 GMT

Have ftth and a red loss of signal led has lit on the Openreach NTU.

Arranged engineer visit via Talk Talk chat for afternoon of 28th Jan. No engineer came, no msg was left, no comms from anyone! Diabolical. Talk Talk never forget to take their direct debit on time and I bet would inform

me promptly should a payment problem arise.

Just tell me whats happing on my problem case/ticket please.

Re: Engineer visit promised but no show

ferguson — Tue, 28 Jan 2025 22:18:08 GMT

@PaulNI

You have posted on someone else's thread. Please start your own topic if you want help.

Re: Engineer visit promised but no show

CaptainDallas — Wed, 29 Jan 2025 11:09:42 GMT

Hi,

Can I have an update please?

Also, can you confirm that as I do not have the upgraded broadband I'm out of contract?

Re: Engineer visit promised but no show

Arne-TalkTalk — Wed, 29 Jan 2025 12:01:02 GMT

HI CaptainDallas

I have requested an update, Yes you are out of contract.

Re: Engineer visit promised but no show

CaptainDallas — Fri, 31 Jan 2025 07:55:26 GMT

Hi,

Any news on the update, please?

An OpenReach engineer did some work, I believe, on the exchange on Wednesday, but I would like an update on when I can expect the broadband upgrade.

Re: Engineer visit promised but no show

Arne-TalkTalk — Fri, 31 Jan 2025 12:16:30 GMT

Sadly there is no update, the order update remains the same , and the next review date is the 5th.

Re: Engineer visit promised but no show

CaptainDallas — Fri, 31 Jan 2025 12:26:10 GMT

This is pretty shocking service from TalkTalk, wouldn't you agree?

An upgrade booked for 24th January is now not going to happen for at least two weeks.

I am looking into an alternative provider for bronow, as the service has been so very, very poor.

If I delayed my monthly payment by two weeks, would that be ok?

Appalling.

Re: Engineer visit promised but no show

Arne-TalkTalk — Fri, 31 Jan 2025 12:57:37 GMT

I understand your point, however its down to Openreach we have no way to push them other than requesting updates, TalkTalk are not responsible for the physical work required.

Re: Engineer visit promised but no show

CaptainDallas — Wed, 05 Feb 2025 14:39:38 GMT

Hi,

Today is the 5th and, of course, I've not heard a thing.

Do you have an update?

I pay TalkTalk, not OpenReach, so please don't try to avoid responsibility.

Re: Engineer visit promised but no show

CaptainDallas — Thu, 06 Feb 2025 13:23:24 GMT

It's the 6th February now, there should have been an update, yes?

What a terrible service Talktalk provide. Should have had upgraded broadband weeks ago, but this appalling company can't even let me know what their plan to resolve this is.

Blaming BT is not appropriate, by the way.