topic Re: New cable - Damaged during building works in Full Fibre

New cable - Damaged during building works

TBirdsell — Tue, 07 Jan 2025 09:15:24 GMT

Hi, my incoming was damaged during my property refurbishment with the cable and box covered in plaster. Could a new be provided please. Photos are attached. Damage to cableDamage to boxDamage to boxDamage to box

Re: New cable - Damaged during building works

Chris-TalkTalk — Tue, 07 Jan 2025 09:19:21 GMT

Hi TBirdsell,

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: New cable - Damaged during building works

TBirdsell — Tue, 07 Jan 2025 18:40:07 GMT

I've updated my profile

Re: New cable - Damaged during building works

Chris-TalkTalk — Wed, 08 Jan 2025 08:50:01 GMT

Thanks for updating your profile. We can't send a replacement ONT, we would have to arrange an engineer visit which will almost certainly be chargeable - Engineers charges

If you'd like us to go ahead with the engineer visit please let us know and we'll confirm some details with you

Chris

Re: New cable - Damaged during building works

TBirdsell — Sat, 11 Jan 2025 06:41:49 GMT

Please could you arrange and engineers appointment.

Thanks

Tom

Re: New cable - Damaged during building works

Gliwmaeden2 — Sat, 11 Jan 2025 08:31:31 GMT

Staff will respond after the weekend, @TBirdsell.

Please check back during the day on Monday.

Re: New cable - Damaged during building works

Chris-TalkTalk — Mon, 13 Jan 2025 09:04:12 GMT

Hi Tom,

If you'd like us to book the engineer visit can you confirm

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks
Chris

Re: New cable - Damaged during building works

TBirdsell — Mon, 13 Jan 2025 09:54:10 GMT

Charges are accepted.

Could you do Wednesday 22nd after 2pm?

Thanks

Re: New cable - Damaged during building works

Chris-TalkTalk — Mon, 13 Jan 2025 09:59:56 GMT

the 22nd should be fine but the time slot is from 1pm to 6pm, would this be OK?

Chris

Re: New cable - Damaged during building works

TBirdsell — Mon, 13 Jan 2025 14:52:48 GMT

That's fine. Thank you

Re: New cable - Damaged during building works

Chris-TalkTalk — Tue, 14 Jan 2025 15:02:41 GMT

OK, could you add your TalkTalk home telephone number or account number to your community profile and I'll book the engineer for you

Chris

Re: New cable - Damaged during building works

Chris-TalkTalk — Fri, 17 Jan 2025 10:35:43 GMT

Hi TBirdsell,

Have you seen my previous post, just need you to add your TalkTalk home telephone number or account number to your community profile and I'll book the engineer for you

Chris

Re: New cable - Damaged during building works

TBirdsell — Sat, 18 Jan 2025 01:20:29 GMT

Done

Re: New cable - Damaged during building works

Gliwmaeden2 — Sat, 18 Jan 2025 07:35:31 GMT

It will be Monday before staff get back to you, @TBirdsell.

Re: New cable - Damaged during building works

Chris-TalkTalk — Mon, 20 Jan 2025 12:47:37 GMT

Hi TBirdsell,

Could I just ask, are you an ex-Shell customer? If you are then unfortunately I can't arrange the engineer visit, it will have to be arrange by the Shell migration support team. They can be contacted on 0345 172 0088, apologies for any inconvenience

Chris

Re: New cable - Damaged during building works

TBirdsell — Fri, 24 Jan 2025 12:31:23 GMT

I have been told by Talk Talk "Could I just ask, are you an ex-Shell customer? If you are then unfortunately I can't arrange the engineer visit, it will have to be arrange by the Shell migration support team. They can be contacted on 0345 172 0088, apologies for any inconvenience"

I was told the above nearly 2 weeks after raising my request after being told a BT engineer had been booked.

I called this number and was told I need to talk to Openreach to arrange an engineer to visit myself, I was provided a number by Talk Talk. I called the number and Openreach informed they could not help and I would need to talk to BT and Talk Talk. I called BT who said I need to talk to Talk Talk. I called Talk Talk who they couldn't help and that I was initially given the incorrect number at BT. I called the new number I was given and was told it was the incorrect number, that they couldn't help and the phone was hung up.

I am without internet and have wasted hours trying to solve the problem with no success. Can I have an urgent resolution to this please. I am paying for internet I can't use and nobody is being of any help.

All the above considered I'd like to raise a formal complaint. Can you provide the appropriate contact details please.

Re: New cable - Damaged during building works

Chris-TalkTalk — Fri, 24 Jan 2025 14:44:10 GMT

Hi TBirdsell,

Have you spoken to anyone since your last post as it looks as though this has now been raised to Openreach?

Chris