topic No Engineer visit. Poor communication. in Full Fibre

No Engineer visit. Poor communication.

liz82 — Mon, 04 Dec 2023 22:06:16 GMT

Hello,

An Engineer visit was supposed to happen today to install full fibre to my home. It was arranged at the time of order placement for the 4th of December between 1-6pm. Nobody came, Nobody called or communicated in anyway to update on this situation. I have contacted Talktalk which has lead me to text chat which has since gotten me silence. After being told i was connected to somebody and to expect communication within a few minutes, it was 20 minutes before somebody text me and asked me for my account details and contact details in regards to my query and then complete silence. This was at approximately 18:25 on the evening of the 4th. I have tried to follow up to no avail. I have 2 x eero router pro 6's waiting here and no fibre to connect them to and simply no communication as to when it is going to be installed. I am reaching out and looking for answers, I hope somebody can help.

Thank you,

Liz.

Re: No Engineer visit. Poor communication.

Gliwmaeden2 — Mon, 04 Dec 2023 22:16:42 GMT

@liz82, you should be due compensation for the no show of an engineer and delay to the start of your service:

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

It takes at least a month to sort out, after the set up is actually done.

You'll probably find you need to contact the Full Fibre team in the morning to check what happened there. Staff on here won't be on before the morning, @liz82.

Re: No Engineer visit. Poor communication.

liz82 — Mon, 04 Dec 2023 23:34:58 GMT

Thank you for the link @Gliwmaeden2 , i was unaware of this. Much appreciated. I will continue to try to contact Talktalk though im happy to receive communication in any which form it may come. Hopefully i can get some answers.

Thanks.

Re: No Engineer visit. Poor communication.

liz82 — Wed, 06 Dec 2023 07:20:05 GMT

I could only get luck yesterday communicating via text chat and I've managed to get another appointment for an engineer visit on the 12th of December in the AM and do not know why openreach didn't arrive as scheduled the first time. They said that I would receive confirmation of this appointment within 30 minutes. However, that confirmation has not arrived in my inbox (including junk folder) or on my phone. I do have a reference number that they gave me via text chat at the time and that is ABBE43FFR. Is there anyway for anybody that confirm the appointment at talktalk? Forgive me for my being thorough but I am worried about the same thing happening again as it does affect my schedule... Kind Regards Liz.

Re: No Engineer visit. Poor communication.

AliMT — Wed, 06 Dec 2023 07:45:20 GMT

Hi Liz

I have had numerous problems after fibre installed. Been complaining for over 2 months they won't send an engineer. My contract is up in January, am now thinking they might totally cut me off then. Worse company ever.

AliMT

Re: No Engineer visit. Poor communication.

Arne-TalkTalk — Wed, 06 Dec 2023 12:04:51 GMT

Hi liz82

Sorry the engineer did not arrive as scheduled.

The appointment is confirmed for the 12th , AM appointment.