I have been a TT customer for over 8 years and have never had an issue. I moved address on the 18th November and took my service with me. I booked the appointment on 4th November and was told Internet was available at my new property.
The OpenReach engineer attended on 18/11 and said the line from the master socket to the exchange outside was disconnected and needed reconnecting. However, he said he was unqualified to complete the work and said someone would be in contact within a couple of days to complete the work. Nobody got in touch. I called that same evening and was told by the helpdesk that a 'case manager' would call me between 10-12 the next day. No such call came.
After over 30 hours of online chat and meaningless phone calls, I am still left without internet. TT help service refuse to listen to my requests about requiring an OpenReach engineer and even have the temerity - after countless, pointless 'line tests' - to say they can find nothing wrong with my connection.
On 21/11 they eventually agreed to send an OpenReach engineer but said the earliest appointment was 28/11. I said this was not good enough but they insisted this was the earliest appointment.
Lo and behold, when the 28th arrived, the engineer who turned up was NOT from OpenReach (despite me having confirmation that one had been booked) but from TalkTalk who was obviously unable to rectify any issues given the problem is with the outside line. He apologised meekly and scurried off, saying there was nothing he can do.
Why is it so difficult to get TT to arrange an OpenReach engineer to fix the problem that an OpenReach engineer himself said required an OpenReach engineer more qualified than himself to fix?
The whole experience has left me exhausted, despondent and completely without any confidence in TT who until now, I thought were a decent, dependable company.
I do not have the energy to sit through another 3 hours of circular online chat or call centre prompts with fake line testing and pointless diagnostics.
Can someone advise me the best way forward? My feelings are I now have to seek a cancellation of contract on the basis of TT being unable to offer the service I originally signed up for.
Many thanks in advance,
TW
