topic Re: Full fibre installation in Full Fibre

Full fibre installation

JuliaH8 — Fri, 10 Jan 2025 09:48:12 GMT

Please help! Day 8 without internet connection since Outreach came to connect full fibre. There was no connection when the engineer left. He said I would have to contact Talktalk as the problem was likely at their end. I have now spent 10 hours being passed from one agent to another including the complaints team who, in spite of promising a call back twice, have failed to get back to me. I am going round in circles and am no further forward. I’ve also tried the 0345 number and have been directed to the chat. I don’t know where to go next. I am normally very calm and patient but my stress levels are now through the roof! What next?

Re: Full fibre installation

Anonymous — Fri, 10 Jan 2025 10:01:36 GMT

Hi Julia,

Can you please update your community profile to include your:

Name
Telephone number or Account 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

Michelle

Re: Full fibre installation

JuliaH8 — Fri, 10 Jan 2025 11:05:18 GMT

Information updated

Re: Full fibre installation

Anonymous — Fri, 10 Jan 2025 11:22:43 GMT

Morning,

Thank you. I've escalated this over to our Faults Escalation Team now and I'll post back here as soon as I receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

Re: Full fibre installation

JuliaH8 — Fri, 10 Jan 2025 11:33:15 GMT

Thank you!

Re: Full fibre installation

Anonymous — Fri, 10 Jan 2025 11:36:58 GMT

Hello,

No problem. You should hopefully be contacted today.

Thanks

Michelle

Re: Full fibre installation

JuliaH8 — Fri, 10 Jan 2025 21:41:59 GMT

Update:

No contact from anyone today. Tried the chat again this evening but after 2 hours waiting to be transferred to an agent, closed the conversation at 9.08. No further forward.

Re: Full fibre installation

Gliwmaeden2 — Fri, 10 Jan 2025 21:54:29 GMT

There's still a chance they contact you over the weekend, @PandoraS15.

However forum staff are not on here again before Monday.

Re: Full fibre installation

Anonymous — Mon, 13 Jan 2025 06:58:19 GMT

Morning,

Have you been contacted since your last post? If not then I can chase this for you.

Thanks

Michelle

Re: Full fibre installation

JuliaH8 — Mon, 13 Jan 2025 08:06:46 GMT

No contact over the weekend apart from an email to say first payment will be taken on Thursday! I would be very grateful if you would chase this for me. Many thanks.

Re: Full fibre installation

Anonymous — Mon, 13 Jan 2025 08:10:16 GMT

Hi Julia,

Apologies, I've chased this for an update now.

Michelle

Re: Full fibre installation

JuliaH8 — Mon, 13 Jan 2025 17:17:29 GMT

Still no communication from Talktalk today. How do I get a resolution to this ongoing issue? I plan to cancel the direct debit payment due on 16/01 as I have had no internet since installation on 02/01.

Re: Full fibre installation

Gliwmaeden2 — Mon, 13 Jan 2025 21:43:32 GMT

@JuliaH8, leave the Direct Debit in place, because you are too late to stop the system trying to process the payment on Thursday. It's less than 3 working days away, so would simply incur extra charges and could end up affecting your credit rating.

There's an automatic compensation scheme for complete loss of service / delay to service starting etc, so read this article as it explains it all:

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

Re: Full fibre installation

JuliaH8 — Mon, 13 Jan 2025 22:15:48 GMT

Thank you. I have read the information which states that Talktalk have 2 working days to try to fix the problem. Talk talk were informed on 03/01 as soon as the full fibre had been installed and have had 6 working days to try to fix it and have done nothing. My complaint was also logged on the same day after 3 hours on the live chat. I will do as you advise and leave the DD in place but I will be cancelling the contract as soon as I am able to speak to someone.

Re: Full fibre installation

Anonymous — Tue, 14 Jan 2025 09:11:23 GMT

Hi Julia,

I'm really sorry. I've contacted the Team Manager and asked that this is picked up straight away. I'll post straight back as soon as I receive an update.

Thanks

Michelle

Re: Full fibre installation

JuliaH8 — Tue, 14 Jan 2025 09:17:59 GMT

Thank you for your efforts Michelle but it appears the team are not listening. I look forward to having a response later today and finally getting this resolved.

Re: Full fibre installation

JuliaH8 — Tue, 14 Jan 2025 10:24:49 GMT

Update: Just received a call from Technical Team. Hoping to have this issue resolved by close on Thursday. Further update then.

Re: Full fibre installation

Anonymous — Tue, 14 Jan 2025 10:29:10 GMT

Hi Julia,

Thanks for the update and I'm glad to hear this. I'll check back with you on Friday.

Michelle

Re: Full fibre installation

Anonymous — Fri, 17 Jan 2025 10:46:56 GMT

Hi Julia,

How are you getting on?

Thanks

Michelle

Re: Full fibre installation

JuliaH8 — Fri, 17 Jan 2025 16:29:47 GMT

Hi Michelle,

Openreach engineer booked for Saturday morning. I’m hoping he will finally be able to make the connection! I’ll update here tomorrow.