topic Re: Significant issues with new fibre plan in Full Fibre

Significant issues with new fibre plan

jhoward29 — Tue, 11 Feb 2025 07:40:03 GMT

Hi,

I took out a full fibre plan on 10th November 2024.

Since then I have had extremely limited communication from Talk Talk.

Last week on Wednesday 5th February they sent a staff member round to finally get me connected.

The staff member said he encountered a small problem and that someone would come back that afternoon to finish the job.

No one came and I have had no communication from Talk Talk since.

I called customer service yesterday. I was put on hold for an hour. When I said I had to go as I had a meeting I requested an update via email or a call back.

I was told this was not possible and that I would have to call again when I had more time.

This seems like terrible customer service considering how long I have waited and how I have been treated.

Please can Talk Talk schedule someone to come to my house to finish the installation and let me know the new date as a matter of urgency.

Thank you,

Joe

Re: Significant issues with new fibre plan

Debbie-TalkTalk — Tue, 11 Feb 2025 07:42:42 GMT

Hi jhoward29

I'm really sorry to hear this.

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Significant issues with new fibre plan

jhoward29 — Tue, 11 Feb 2025 08:14:31 GMT

Hi, Yes I have done that now.

Thank you

Re: Significant issues with new fibre plan

Debbie-TalkTalk — Tue, 11 Feb 2025 11:02:15 GMT

Hi @jhoward29

Thank you. Did you transfer over from Shell?

We have a dedicated team who can take a look at this for you. At the moment we are unable to support Shell migration customers on the Community.

To get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

Re: Significant issues with new fibre plan

jhoward29 — Tue, 11 Feb 2025 12:59:24 GMT

No I am with Talk Talk

Re: Significant issues with new fibre plan

Chris-TalkTalk — Tue, 11 Feb 2025 14:02:02 GMT

Hi jhoward29,

Did you migrate to TalkTalk from Shell?

Chris

Re: Significant issues with new fibre plan

jhoward29 — Tue, 11 Feb 2025 14:50:59 GMT

Hi Chris,

I did but a long time ago.

I have since bought a new upgraded package directly from Talk Talk.

I bought this package at the start of November it is now mid-February.

I don't understand why I am being fobbed off yet again.

Talk Talk is the name on my account.

Please do not palm me off and make me sit on hold yet again for hours and hours with no outcome.

Re: Significant issues with new fibre plan

Chris-TalkTalk — Wed, 12 Feb 2025 08:05:05 GMT

I'm sorry but as it's an issue with the upgrade order you would need to speak to the dedicated Shell migration support team, apologies for any inconvenience

Chris

Re: Significant issues with new fibre plan

jhoward29 — Wed, 12 Feb 2025 14:58:40 GMT

It's not an upgrade order.

I bought this package directly from Talk Talk website.

I have been paying Talk Talk for this package since November. However, I am still yet to receive the goods that I paid for.

A service provider is legally obligated to deliver goods and services within a reasonable timeframe. As I have been making payments for several months without receiving what I paid for, this constitutes a breach of contract.

I do not understand why TalkTalk, the company I am paying, does not consider it their responsibility to provide the goods that I am continually being charged for. I require an immediate resolution to this matter from Talk Talk whom I bought the package from and who I am paying money too every month.

If I do not receive a satisfactory response I will escalate to the trading standards.

It really isn't that difficult for Talk Talk to send someone round to fix the mess that they have made.

Re: Significant issues with new fibre plan

Anonymous — Thu, 13 Feb 2025 09:19:32 GMT

Morning,

I've been advised that the delay is due to duct work and that Openreach will contact you directly to arrange another appointment. They have also said that the next update is due on 16/02.

Thanks

Michelle

Re: Significant issues with new fibre plan

Anonymous — Mon, 17 Feb 2025 06:32:17 GMT

Good morning,

Have you been contacted by Openreach since my last post?

Thanks

Michelle

Re: Significant issues with new fibre plan

jhoward29 — Mon, 17 Feb 2025 07:56:58 GMT

Hi Michelle,

thanks for following up and asking.

no, open reach have still not been in touch.

please could you see if they could contact me today.

Thanks for your help,

joe

Re: Significant issues with new fibre plan

Anonymous — Mon, 17 Feb 2025 08:01:39 GMT

Morning,

Apologies, I've contacted the team and have asked them to re-check for an update for me and I will post back here as soon as they reply.

Thanks

Michelle

Re: Significant issues with new fibre plan

Anonymous — Mon, 17 Feb 2025 09:11:18 GMT

Hello,

The team have advised me that Openreach are still working on the duct work and that the next update is due on 25/02 so we'll check back again for an update for you.

Thanks

Michelle

Re: Significant issues with new fibre plan

Anonymous — Tue, 25 Feb 2025 06:42:22 GMT

Hi joe,

I've contacted the team again as an update should be due today. I'll post back as soon as they respond.

Thanks

Michelle

Re: Significant issues with new fibre plan

jhoward29 — Tue, 25 Feb 2025 06:56:19 GMT

Great thank you for your help best wishes , joe

Re: Significant issues with new fibre plan

Anonymous — Tue, 25 Feb 2025 07:01:56 GMT

No problem Joe, I'll speak to you shortly.

Michelle

Re: Significant issues with new fibre plan

Anonymous — Tue, 25 Feb 2025 09:24:30 GMT

Hello,

I've received an update to advise that this has been escalated further and will now be managed by a Chief Engineering Team who will now manage this through to completion. I've been advised that the next update is due on 06/03.

Thanks

Michelle

Re: Significant issues with new fibre plan

jhoward29 — Fri, 07 Mar 2025 10:24:08 GMT

Hi Michelle,

Thanks for your support so far.

Just wanted to flag that I did not receive an update yesterday.

Is there any update?

Really hoping to get this resolved soon.

Best wishes,

Joe

Re: Significant issues with new fibre plan

Anonymous — Fri, 07 Mar 2025 10:30:14 GMT

Morning,

I'm sorry for the delay. I've asked the team for an update now.

Thanks

Michelle