Fibre installation failure - engineer responsible for lack of internet

[mrpotatogod]

Hi,

My internet connection was never the best and my contract with talktalk has almost ended so I have decided to upgrade my broadband to full fibre 150 (before I had mixed copper line 65)

I thought changing cables to fibre might help with my connection.

So on 26/11 the engineer came to install full fibre at my house.

First thing he did was he cut off the old copper line (leaving me with no internet connection at all) and replaced it with fibre.

Unfortunately as it turned out the engineer was unable to complete the work on 26/11 due to a lack of equipment and blocked/congested duct. A second engineer is required.

So basically now I am left with no internet connection at all.

First I was promised by talktalk that the new engineer will be assigned within 5 working days.

This did not happen.

So then you have raised an escalation case with Openreach a reference Case Number -00032683 and Openreach was to contact me within 24 to 48 hours.

This did not happen.

So now I don’t know what to do. I am clearly being ignored. I am seriously thinking about switching to a different broadband provider.

I just want to mention that I work from home and I am often on conference calls therefore I need stable internet connection. This past week has already affected my work quality and I cannot afford to have no internet connection. I am using my mobile phone for internet but the reception is not so good therefore connection is bad.

Is there anything you can do to help? If you cant send a specialized engineer to connect full fibre can you at least send someone  to connect the copper line back to me asap? I know that the old line is still active.

I am desperate and I would really appreciate any advice.

Kind regards

[Chris-TalkTalk]

No problem 🙂

[mrpotatogod]

Thanks guys for a quick replies. Kind regards.

[Chris-TalkTalk]

Hi mrpotatogod,

I can see that Gliwmaeden2 has answered your question, I'm sorry this is taking so long to resolve

Chris

[Gliwmaeden2]

You won't receive any communication about automatic compensation until AFTER it's resolved, @mrpotatogod.

They can't begin to process it until they know the particular number of days etc.

[mrpotatogod]

Can you please confirm that I am eligible for a compensation for all this time I am with no internet connection?

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

states that 'If you’re eligible for automatic compensation, we’ll let you know via email or an SMS.' So far I have not received any sms or email about that.

Just want to confirm that I went offline due to engineers mistake on 26/11/24

[Michelle-TalkTalk]

Morning,

Sorry for the delay. The team have advised unfortunately that there is no way of bringing this date forward due to the complexity and various permissions needed. This would be the earliest date.

Thanks

Michelle

[mrpotatogod]

any luck Chris?

[Chris-TalkTalk]

I'm really sorry this is taking so long. I'll check with our provisioning team to see if there's anything that we can do to bring this date forward

Chris

[mrpotatogod]

I have just received a message from Openreach with the date of my installation appointment: 05/2/2025. 72 days with no internet connection. I have no words....

[mrpotatogod]

It is very frustrating Chris. On 25/1/2025 it will be 2 months since I was disconnected from the internet by the 'engineer'. I just cant understand why I could not have been reconnected to the old copper line and just wait patiently for the new fibre line.

[Chris-TalkTalk]

Hi mrpotatogod,

There is an update, it basically says that the estimated completion date is 25/1/2025. I'm sorry this is taking so long, I know it must be very frustrating

Chris

[mrpotatogod]

Hi, Please tell me there has been an update in my case

[Chris-TalkTalk]

Nothing that I can think of I'm afraid. I'll check again later and let you know if there's any further information

Chris

[mrpotatogod]

Is there anything I can do to speed things up?

[Chris-TalkTalk]

Nothing further at the moment, I'll check again later

Chris

[Chris-TalkTalk]

They've confirm that that they've received the signed PTW, it's been moved to the next stage but there are no further updates. I'll check again in the morning

Chris

[mrpotatogod]

Hi guys, can you please check if there is any news?

[Karl-TalkTalk]

Hi

There is no eta given at the moment, but their engineers do work over xmas, except for the bank holidays.

Karl.

[mrpotatogod]

Hi Karl, Thank you for the update, I have signed permission via email yesterday. I just wander is it still possible they will carry out all necessary work before Christmas?

[Karl-TalkTalk]

Hi

Latest update from Openreach at 3pm yesterday - 

We require a signed Permission to work from the customer before we can progress the order to (civils / scaffolding / Tree cutting). We have chased the customer using the contact number on the order and via their email address

Thanks  

Karl.