topic Re: Engineer No Show and lousy customer support in Full Fibre

Engineer No Show and lousy customer support

naveenh — Mon, 12 Feb 2024 12:55:32 GMT

Extremely lousy support! I received a call saying, my connection is being upgraded to full fibre. Then I get a confirmation on 24Jan for the installation engineer's visit between 1300 and 1800 on 09Feb. I confirmed this and I get another call about 3 days ago to confirm my availability. All that went well. So, on the 09th of Feb, I take the day off as it wouldn't make any sense to drive 2 hours to work and another 2 hours back! 1800 passes, No engineer! so I call talktalk support, go through loops for an hour, being routed to copper line support and finally through to fibre support to be informed that my appointment was cancelled on the 6th of Feb as City fibre is unable to obtain wayleave or survey! I WASN'T informed! Moreover, it was just yesterday when our neighbour got his fibre connection set up from Toob! The absolute waste of customer support agent has not said what will the next steps be or whether the engineer will actually be sent! I am going to cancel with talktalk as soon as I can! All that stops me is, I am shackled to this abysmal service till september!

Re: Engineer No Show and lousy customer support

KeithFrench — Mon, 12 Feb 2024 15:29:29 GMT

I have asked one of TalkTalk's support to pick your thread up and confirm everything for you. You will find that the support team on here are all UK based & do not work to scripts.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Engineer No Show and lousy customer support

naveenh — Mon, 12 Feb 2024 15:52:24 GMT

Thank you Keith.

Re: Engineer No Show and lousy customer support

Gliwmaeden2 — Mon, 12 Feb 2024 16:24:33 GMT

You should get automatic compensation for the no show, though staff may need to chase it as it wasn't an Openreach engineer, @naveenh.

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

Re: Engineer No Show and lousy customer support

Chris-TalkTalk — Tue, 13 Feb 2024 14:25:08 GMT

Hi naveenh,

I'm really sorry about this, I can see that City Fibre cancelled the order, did they not send a text message or email notifying you about this?

Chris