topic Re: Full fibre - non delivery in Full Fibre

Full fibre - non delivery

MrA4d — Mon, 17 Apr 2023 14:10:30 GMT

On March 20 I signed up to upgrade to fibre 150. Apart from the contract, I have heard nil.

therefore in a panic I contacted customer services via the BOt. After an hour I was told that the Open reach are booked for tomorrow (18thApril) being the second closest day availability. However, they confirmed that my fears 5hat no equipment had been ordered...ie router or voice adapter , as promised.

i was told to phone the delivery team...who took a further hour to confirm what I had already been told! Whilst awaiting transfer to a further department I was cut off, having waited a further 20 minutes I called back to start the process all over. After about a further 30 minutes we agreed that there was no order!

i now have to wait whilst an investigation is launched as to why it all went wrong! Apart from the 2 and a half hours I spent on the phone and online. Fortunately, I have hopefully saved Openreach a wasted journey.

my stress levels are past extremely high, [on medication for heart]? Have had to cancel all arrangements made to fit in this appointment, like my wife having to stay with friends due to any loud noises drilling etc makes.

the whole situation is a mess!

I have been loyal to TT for a great many years and this is the way loyalty is treated?

finally, I have had to log in as a new member, because my old user name is only 4 digits long and no longer recognised, although the system still greats me with it!

Re: Full fibre - non delivery

MrA4d — Mon, 17 Apr 2023 19:11:04 GMT

whopey do.....I have just been awarded 2 badges, but after 5 hours I haven’t received any help from TalkTalk!

Re: Full fibre - non delivery

Gliwmaeden2 — Mon, 17 Apr 2023 20:53:08 GMT

@MrA4d, there's always a queue for attention on the forum, and staff have to catch up on posts from the end of last week / over the weekend first.

Sit tight, and your thread will move forward in the workflow. They are on here daytime, Monday to Friday.

Re: Full fibre - non delivery

Chris-TalkTalk — Tue, 18 Apr 2023 07:07:39 GMT

Hi MrA4d,

I'm sorry for any inconvenience caused by this issue. I've sent you a PM to confirm some details.

Chris

Re: Full fibre - non delivery

Chris-TalkTalk — Wed, 19 Apr 2023 07:02:03 GMT

Hi MrA4d,

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris

Re: Full fibre - non delivery

MrA4d — Mon, 24 Apr 2023 11:10:07 GMT

Having commenced this thread on Monday 17 April, I have had some dialogue with Chris from TT.

i now find that a new order was made on Thursday 20th but so far nothing else! Having read other threads I notice that this matter can be expedited, but in my case it would appear to be on a go slow!

one agent told me that my original order was cancelled .?? But I was not informed of this back over a month ago?

A close neighbour comments that his upgrade with ‘AnotherProvider’ took just under 2 weeks from order to delivery!My case has so far managed to take 36 days and still no installation date from my original receipt of contract!

Re: Full fibre - non delivery

MrA4d — Mon, 24 Apr 2023 15:35:47 GMT

Late this afternoon I received a phone call from TT .

i now have an installation date set for 16 MAY !

thats a delay of 56 days from initial order, 28 days from the failed installation date.

I am ware that the installation is in the hands of a third party? ‘Spose this is called progress????

Re: Full fibre - non delivery

Chris-TalkTalk — Tue, 25 Apr 2023 06:33:44 GMT

Thanks for the update. I'm sorry for the delay, I know it must be frustrating.

Chris

Re: Full fibre - non delivery

MrA4d — Tue, 25 Apr 2023 12:36:23 GMT

I have sent you a pm, have you read them?

Re: Full fibre - non delivery

Chris-TalkTalk — Tue, 25 Apr 2023 12:43:04 GMT

Sorry, I'll take a look now

Chris

Re: Full fibre - non delivery

MrA4d — Wed, 26 Apr 2023 08:35:25 GMT

Chris ,

i have added two Pm ‘s in response to your question.

Re: Full fibre - non delivery

MrA4d — Wed, 26 Apr 2023 19:29:20 GMT

Hi Chris, I have posted an update on PM

Re: Full fibre - non delivery

MrA4d — Thu, 04 May 2023 14:11:16 GMT

I have posted a further query in pm

Re: Full fibre - non delivery

Chris-TalkTalk — Fri, 05 May 2023 08:03:02 GMT

Hi MrA4d,

I've replied to your PM

Chris

Re: Full fibre - non delivery

MrA4d — Mon, 08 May 2023 18:32:17 GMT

having posted a private message, I was asked to repeat this after Monday’s bank holiday.

Following 3 visits from Openreach on 26, 27 and 28 April, I have been told to expect a visit from the civil team. I have been told my order number following my still open complaint, and having also offered a connection date of 16 may. I add below the track my order page for my account, which as it is still blank makes me ponder two issues: 1) is it normal for this page to remain blank ? 2) I again think that my upgrade to FTTP could be delayed ....yet again. My confidence levels are low!

maybe someone has the answer? The account still reports the same just now, at the time of postingScreen shot of My order page

Re: Full fibre - non delivery

Chris-TalkTalk — Tue, 09 May 2023 06:17:17 GMT

Hi MrA4d,

Thanks for bumping the thread. There are no further updates at the moment on the Openreach portal. The go live date is still scheduled for the 16th and awaiting preliminary dig work by the Civils team.

I'll check again for further updates tomorrow

Chris

Re: Full fibre - non delivery

MrA4d — Wed, 10 May 2023 15:06:37 GMT

This afternoon I received an update that the work is booked for 16 which is next Tuesday , which is 4 working days from today!

i highlighted the fact that I have not received any update as to the delivery of the required equipment. Needless to say the caller intimated that it has not been ordered ? I mentioned the previously listed form on MY Account, which was still blank ! The information given is that it will be ordered, and can take up to 5 working days?

It occurs to me that there is a breakdown in communication between departments for which I have to bear the brunt! And it is us the customers that have to try in vain to sort it out!

WHAT IS HAPPENING WITH THIS COMPANY, FOR WHICH I HAVE BEEN A CUSTOMER FOR A GREAT MANY YEARS?

Re: Full fibre - non delivery

Chris-TalkTalk — Thu, 11 May 2023 08:01:15 GMT

Hi MrA4d,

The order on the Openreach website is still showing awaiting dig work with installation date of the 16th.

There are notes to say that a request to send a router has been raised, as you say it can take up to 5 working days but it doesn't usually take this long. I'll check again in the morning to see if there are any further updates from Openreach

Chris

Re: Full fibre - non delivery

MrA4d — Fri, 12 May 2023 08:11:07 GMT

Points noted- with the notes does it mention the DVA? Or are we going back to where we were in March?

Re: Full fibre - non delivery

MrA4d — Fri, 12 May 2023 15:58:35 GMT

the saga goes on ! My latest update is that the equipment cannot be released because OR have not confirmed their part? Although it is still booked for Tuesday 16th May.

The good news is that I will be entitled to compensation from 16 May for non delivery! The bad news is that I suggested that I have an order dated 22 March and a long past delivery date of April 18 which in my opinion is a failure to TT own service level standards with regards to the first failed delivery date?

my emails on 22 March enclosing my contract of that date has the title “YOUR ORDER IS IN THE BAG”.

Thus instead of the suggested 14 days delivery, according to my contract, [item 3]so far it has been 50 days and counting!

anyone out there with any advice?Speaks for itselfAs does this