Engineer visit promised but no show

[CaptainDallas]

Hi,

TalkTalk have let me down yet again it seems.

I was promised a visit today, in the afternoon for a broadband upgrade,  but no email, no phone call, no sign of an engineer.

I moved a hospital appointment for this - but yet again TalkTalk have failed.

[CaptainDallas]

7th February, yet still nothing.

Is that considered acceptable by talktalk?

I have put a review on Trustpilot now, as I think it's only fair to warn potential customers of what a shocking service talktalk provide.

[CaptainDallas]

It's the 6th February now, there should have been an update, yes?

What a terrible service Talktalk provide.  Should have had upgraded broadband weeks ago, but this appalling company can't even let me know what their plan to resolve this is.

Blaming BT is not appropriate, by the way.

[CaptainDallas]

Hi,

Today is the 5th and, of course, I've not heard a thing.

Do you have an update?

I pay TalkTalk, not OpenReach, so please don't try to avoid responsibility.

[Arne-TalkTalk]

I understand your point, however its down to Openreach we have no way to push them other than requesting updates, TalkTalk are not responsible for the physical work required.

[CaptainDallas]

This is pretty shocking service from TalkTalk, wouldn't you agree?

An upgrade booked for 24th January is now not going to happen for at least two weeks.

I am looking into an alternative provider for bronow, as the service has been so very, very poor.

If I delayed my monthly payment by two weeks, would that be ok?

Appalling.

[Arne-TalkTalk]

Sadly there is no update, the order update remains the same , and the next review date is the 5th. 

[CaptainDallas]

Hi,

Any news on the update, please?

An OpenReach engineer did some work, I believe,  on the exchange on Wednesday,  but I would like an update on when I can expect the broadband upgrade.

[Arne-TalkTalk]

HI CaptainDallas

I have requested an update, Yes you are out of contract. 

[CaptainDallas]

Hi,

Can I have an update please?

Also, can you confirm that as I do not have the upgraded broadband I'm out of contract?

[ferguson]

@PaulNI 

You have posted on someone else's thread. Please start your own topic if you want help. 

[PaulNI]

Have ftth and a red loss of signal led has lit on the Openreach NTU.

Arranged engineer visit via Talk Talk chat for afternoon of 28th Jan. No engineer came, no msg was left, no comms from anyone! Diabolical. Talk Talk never forget to take their direct debit on time and I bet would inform

me promptly should a payment problem arise.

Just tell me whats happing on my problem case/ticket please.

[CaptainDallas]

Hi, is there an update at all?

Thanks.

[Arne-TalkTalk]

From the notes it requires physical work by the engineer. 

[CaptainDallas]

Hi,

28th is fine, thank you.

And thanks for the confirmation of compensation.

As suggested earlier, can the upgrade be done remotely (i.e. at the green service box)?  Or is an engineer visit necessary?

[Arne-TalkTalk]

Hi CaptainDallas

Sorry for the problems. 

We have checked with Openreach and the order is still in planning, meaning it requires a specialist engineer/ equipment to progress the order the next date for an update is set at 28th we can check tomorrow.

You will be eligible for Auto-compensation once the upgrade is complete.  

[Gliwmaeden2]

@CaptainDallas, you should get compensation for the missed appointment:

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

 

I'd keep an eye out for that, and hold them to it, particularly after all the inconvenience you were put to.

[Divsec]

Hi @CaptainDallas was worth a try. your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

Unfortunately it's weekend now so Monday is the quickest you will get assistance.

D

[CaptainDallas]

Tried second reboot in case I was too early, but still the same speeds.

TalkTalk have, as usual, been very poor.

No communication, no update, no apology.

I moved a hospital appointment for this dreadful company.

But lesson (finally) learned - I intend to leave as soon as possible and give a company who actually want the custom a chance.

[CaptainDallas]

No, this has not been the case.

Have rebooted router and getting same upload/download speeds.

So disappointed in TalkTalk - will definitely be leaving as soon as I can.

[Divsec]

Hi @CaptainDallas  could be the upgrade was effected at the exchange or green box. Have you tried rebooting your router and checking your current stats?