Openreach - delay after delay

[shugmo]

I have been waiting for an Openreach install since December 30th.

Every week I contact Talktalk, every week the same response, they are waiting for civil engineering works.

Last Wednesday, totally unannounced, a crew of 3 turned up and asked if  they could start work digging a channel on our drive.

Enthusiastically we said yes.

They went to the van, got in, drive off, never seen them again.

How do I raise a complaint?

This is beyond ridiculous.

Thanks

J

[Chris-TalkTalk]

There's nothing further yet, I'll check again tomorrow

Chris

[Chris-TalkTalk]

Hi shugmo,

There have been no further updates yet, we'll check again on Monday

Chris

[ferguson]

Perhaps it is just an ex gratia payment to recognise the inconvenience? 

[shugmo]

Thanks Karl,

all duct work is complete as far as it's been re-concreted.

Any idea why Talktalk have already said the compensation amount if it isn't up and running yet?

[Karl-TalkTalk]

Hi

Openreach notes are ;  awaiting a suitably skilled engineer to complete Duct work externally.  This has been passed to Civils and Openreach are advising the next review is on 26th.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

I'll message our provisioning teams and see if they can get an update for you.

Thanks  

Karl. 

[shugmo]

Hi Karl,

that is correct.

My FTTP should have gone live on 30th December.

Due to the long time to resolve this my FTTC was enabled to tide me over.

I made a formal complaint that seemed to get things moving, the outside ground work has been done, and the internal wiring, but the connection of the two hasnt been completed.

I have received an email with compensation, but I thought this only happened once it was up and running.

I hope there hasn't been a miscommunication and Talktalk have been told it is all resolved.

[Karl-TalkTalk]

Hi

Is your current FTTC service working ok, so you currently have internet access, is it just the FTTP install that is delayed.

Karl

[shugmo]

Hi,

this still isn't resolved.

I have received an email saying my compensation is on its way, but I don't have a working FTTP connection yet.

How can the comp be settled when I am still awaiting resolution to my problem?

[Chris-TalkTalk]

Hi shugmo,

Just to confirm, you currently have a working broadband service?

Chris

[ferguson]

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.