Dear TalkTalk,
My Fibre 65 contract came to an end beginning Jan 2023 and I received a letter from TalkTalk outlining my options. I chose to leave things as they were for a while.
On the 17 April 2023 I rang TalkTalk to discuss my options and after some discussions settled on a new FULL FIBRE 150 contract which includes Digital Voice.
I had contract summary and contract information emailed to me quickly and a date agreed for installation. Contract includes Digital Voice and TalkTalk Wi-Fi Router.
Told that Openreach may visit before to carry out site survey which they did and carried out installation of fibre to the a box outside.
Just before the day for the installation I have a call from TalkTalk making sure that someone will be there for install, however the new router and Digital Voice device have not arrived. Don’t worry it will be there I'm told. Didn't seem interested.
One the agreed date, no one contacts me, no one shows up. Oh well these things happen, I still have existing broadband service. Following day I receive a text message from Openreach telling me that they will be attending on Friday 5th May ( 1PM-6PM ) to complete installation. Engineer duly arrives and carries out installation.
Still no new router or Digital Voice. I go onto text chat with Unaizah from TalkTalk Full Fibre Order Management to raise this issue and was told that it would be expedited and to expect delivery soon 3-5 business days.
Openreach completes the install, green lights on the ONT and he leaves. Existing broadband still working. so not a problem. At about 8.30 p.m that evening the existing broadband stops working.
To cut a long story short I was left without broadband service for nearly four days, I contacted/chatted three times and only on the 9th May did someone manage to progress my order to the point the fibre started to work. The new router still not arrived and was using my old router that had a WAN port.
Wednesday 10th May Digital Voice adaptor arrived, but then to add insult to injury I receive an email from TalkTalk telling me that my Full Fibre is going to be installed on the 5th May 8am – 1pm !!
Thursday 11th new eero router arrived hurray-ish which TalkTalk are charging me delivery when it wasn’t delivered on time. What sort of router only has two ports? One for the fibre connection and one more, needs to have 4 like the TT routers, can't connect everything over wi-fi.
The broadband is now working as expected but when I look at my account it still shows me as having Fibre 65, i.e. not updated to the new contract.
I would be grateful for some sort of explanation for all this trouble I have incurred and look forward to my account being updated to reflect my new contract and compensation for the loss of service for what should have been a straight forward upgrade.
Regards
Andrew
Order number: FTTP_100447217
