topic Re: Installation in Full Fibre

Installation

Wifiproblems — Wed, 30 Oct 2024 13:55:39 GMT

I have just signed a new contract for full fibre - tbh, I can't recall if i already have it, or are just on 'fibre'.

I've been told openreach need to come and connect me - but i don't understand why: is it I need a new, different, cable?

I received communication from Openreach to sign a document a couple of days before the planned installation (far too late to ensure I would see it) - but I can''t see why they need to dig up my garden, or drill another hole in my wall.

Anyway, they have now cancelled the 'installation' for another couple of mths, with no reason - how can this be when I am now signed for full fibre??

tbh, I would just like to know what is going on....

Re: Installation

Karl-TalkTalk — Wed, 30 Oct 2024 14:02:44 GMT

Your service is partial fibre, or the technical name is Hybrid fibre, so there is still a copper line in place from the home to the cabinet. With full fibre, a fibre optic cable will be fitted from the local cabinet to your home where it will then connect with an ONT Box inside your property where the cable enters, so this will require an engineer to install.

Thanks

Karl.

Re: Installation

Wifiproblems — Tue, 12 Nov 2024 09:20:19 GMT

Thank you for explaining this.

HOwever, I am still unclear if they will be able to use the same 'channel', or whether they are planning to dig the garden up? If the latter, I presume they will return it to original condition?

Having said that, I have just had a text saying my order is going to be cancelled on the 13 nov if TalkTalk haven't heard from me: but I have no idea what this is about/ why. What is going on? I'm not clear, as when I tried to renew my contract it didn't give me an option to continue 'as is' - but now it is 'cancelling' it with no reason?????

Re: Installation

Chris-TalkTalk — Tue, 12 Nov 2024 10:30:18 GMT

Hi Wifiproblems,

Sorry, I don't know whether they'll be able to use the same channel but if they have to dig a channel then they'll make it good afterwards. So just to confirm do you want to go ahead with the Full Fibre installation?

Chris

Re: Installation

Wifiproblems — Fri, 15 Nov 2024 09:22:46 GMT

Hi - thank you

1. it seems i have to have Full fibre as this was the only option when i looked to renew my contract

2. i have been trying to liase with the talktalk 'team' over text. Which h as been 'trying', to say the least: they refuse to tell me why the original installation date was cancelled, plus when they offer another date in late December and I explain it is not suitable, and can I request an alternative, they simply come back with the same date but no other help. It is incredibly frustrating - I'm happy to rebook the installation if I have to go to Full Fibre, but they simply refuse to set up an alternative/ or tell me how to.

So - how we can we resolve this please?

Re: Installation

Chris-TalkTalk — Fri, 15 Nov 2024 09:31:12 GMT

If you don't want the installation yet you could just leave it a week or two before contacting them again, they should then give you a later date

Chris

Re: Installation

Wifiproblems — Sun, 17 Nov 2024 16:48:34 GMT

Thank you

But I still don't understand why the installation was cancelled?

Also - even if I resubmit for another date, it may well not be that I can't make that one: how can I get to choose one that is suitable?

Re: Installation

Wifiproblems — Tue, 19 Nov 2024 09:54:31 GMT

Why can't I choose when I am available for this ie be offered a range of dates? It isn't helpful when I am simply offered a single option then cut off from the conversation when I can't do it. Do I really have to contact them daily, with all the attendant texting palaver, until I randomly get lucky?!

Re: Installation

Arne-TalkTalk — Tue, 19 Nov 2024 10:17:45 GMT

Call us the sales team will be able to give you options for the installation date

Re: Installation

Wifiproblems — Wed, 20 Nov 2024 16:54:33 GMT

Can you give me the number please?

i've been given a couple of numbers via text - but they h aven't told me the difference between them... (the circular and repetitive conversations continue via text - it seems noone takes responsibility)

Re: Installation

ferguson — Wed, 20 Nov 2024 17:25:14 GMT

Call the general customer services number on 0345 172 0082 and the options and voice prompts should guide you to the correct department, I imagine "upgrade" and "full fibre" would be key words. They can't give you a range of dates as such, but they can avoid any that you specify as inconvenient i.e. you give them dates when you are unavailable.

Re: Installation

Gliwmaeden2 — Wed, 20 Nov 2024 17:34:28 GMT

@Wifiproblems it's 03451 720088.

Closes 7pm on weekdays.

Open 9am- 6pm Saturday.

Re: Installation

Wifiproblems — Mon, 16 Dec 2024 15:08:47 GMT

i have tried the number given in this thread, but also the number given by the text service (03451720074), but as soon as I say it's an issue with installation, they send me a text with information and CUT ME OFF.

I have had another text saying i need to contact talktalk by the 19th - but, in dear god's name, how do I do this therefore??????

Re: Installation

Arne-TalkTalk — Wed, 18 Dec 2024 12:07:43 GMT

There is a complaint open, so the complaints team will contact you to hopefully resolve this.