topic Re: Awaiting Hoist Truck for Full Fibre in Full Fibre

Awaiting Hoist Truck for Full Fibre

spang1974 — Mon, 09 Oct 2023 17:14:38 GMT

I was scheduled for full fibre installation on September 29th. I was told an engineer would come by before this date to check for potential installation issues. This was NOT done. On the day the open reach engineer was able to complete inside installion of my ONT. However the pole which my property is attached to was marked defective(do not Climb) clearly (which would have been discovered had they done a reinstallation visit. The external connections were not carried out because a hoist truck was needed. The open reach engineer said this is usually completed within 48hours and he would be surprised if a hoist truck was not out before the following Monday October 2nd. On October 2nd at 17:00 I used the chat feature on the Talk Talk website to enquire when my installation would be complete. I was told TWICE that a hoist truck would be here on the 9th of October between 8 and 1 to complete installation, I have the chat record emailed to me as proof. It is now the 9th of October and I still have not had my order completed. I used the chat service again on the talk talk website and was told an engineer came out today (again, without a hoist truck). I was told a hoist truck was not requested for the 9th of October. No reason was given why I was told twice it was ordered and it wasn't. I was then told I would have to wait until the 18th of October for a hoist truck to complete my order. I explained I was not happy about waiting until the 18th of October due to no fault of my own. I was told by the chat agent that it would be escalated and I would hear back within 24-48 hours. I will update once I know more.

Re: Awaiting Hoist Truck for Full Fibre

Chris-TalkTalk — Tue, 10 Oct 2023 07:03:45 GMT

Hi spang1974,

Apologies for any inconvenience caused by this issue, please let us know how you get on and if you do need any further assistance can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Awaiting Hoist Truck for Full Fibre

spang1974 — Tue, 10 Oct 2023 07:35:16 GMT

Thanks Chris, Hopefully I will be updated within the 24-48 hours, I'm just not hopeful, as I don't know if I can trust the agents since I was already given incorrect information twice.

Re: Awaiting Hoist Truck for Full Fibre

Chris-TalkTalk — Tue, 10 Oct 2023 09:58:47 GMT

Thanks for updating your profile but could you add the account number to the private notes section (of your community profile)

Chris

Re: Awaiting Hoist Truck for Full Fibre

spang1974 — Tue, 10 Oct 2023 10:28:51 GMT

Hi Chris,

Account number added. The alternate number listed is for my wife. I am usually unavailable 8:00 - 16:00 mon-fri

Re: Awaiting Hoist Truck for Full Fibre

Chris-TalkTalk — Tue, 10 Oct 2023 11:44:43 GMT

Hi spang1974,

I've checked the Openreach website, I can confirm that this has been escalated with Openreach and the latest update by the allocated Openreach case manager confirms that the hoist is booked for the 18th. I'm sorry that the order has been delayed and for any inconvenience.

Chris

Re: Awaiting Hoist Truck for Full Fibre

spang1974 — Tue, 10 Oct 2023 13:00:05 GMT

Thanks Chris.

At least the latest I will have to wait is the 18th. I will see if I receive any updates in the mean time.

Re: Awaiting Hoist Truck for Full Fibre

Chris-TalkTalk — Tue, 10 Oct 2023 13:03:36 GMT

No problem

Re: Awaiting Hoist Truck for Full Fibre

spang1974 — Tue, 17 Oct 2023 08:06:27 GMT

I have had no updates from Talk Talk or Openreach, so not sure if they will show up tomorrow. I will let you all know tomorrow if they do or don't arrive.

Re: Awaiting Hoist Truck for Full Fibre

Chris-TalkTalk — Tue, 17 Oct 2023 08:20:00 GMT

OK thanks

Re: Awaiting Hoist Truck for Full Fibre

spang1974 — Wed, 18 Oct 2023 09:36:33 GMT

Engineers and hoist truck arrived this morning. Connected and running at speed promised.

Re: Awaiting Hoist Truck for Full Fibre

Chris-TalkTalk — Wed, 18 Oct 2023 09:49:32 GMT

Great news, thanks for letting me know 🙂

Chris