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

[mrpotatogod]

I am sorry but this is a one big joke and I need to share this with everyone.

After two months of patient wait from my side I get this message from TalkTalk:

‘

I apologise for the inconvenience, but OpenReach wants to cancel this order because they are unable to obtain the necessary permissions. We have tried to contact them to inquire about the reason, but they are unable to disclose it due to GDPR regulations. I believe the best course of action would be to allow the cancellation of this order, and once it has been processed, we can attempt to place a new order.

‘

I seriously do not know what to do.

So basically TalkTalk:

1 Left me with no internet connection for 2 months now (you did not want to reconnect old copper line gods now why? The Copper cable is in front of my door)

2 Cant find out why the OpenReach do not want to carry out the necessary work (what permission do they need – this is a private road and I have already signed PTW permission to work)

3 Do not want to give me details of the case so I could personally contact Openreach about this (why not?)

4 Have no plan whatsoever and do not give a ….. about their customers

Is this correct or am I missing something ?

I am furious, I did not expect such incompetence from TalkTalk

[Arne-TalkTalk]

Hi 

The notes show  it is stating they need permission from various teams usually means local authorities. 

Sorry

[mrpotatogod]

I am sorry but I am confused. Who is '3rd Party/ customer'?

On 16/12/2024 I have received a Signature requested on SD PTW Form from Openreach.

I have signed it and send it back on the same day and i have received an email confirmation from them: 'You signed: "SD PTW Form PTW@support.openreach.co.uk - OGEA16054647 - 1ST PARTY"'

So what permission they are waiting for? If they give me any details maybe I can help.

Now I have been more than 2 months with no broadband connection and if the openreach keeps waiting and postponing the works I will never get reconnected...

[Arne-TalkTalk]

Hi mrpotatogod

I  have checked and the response was "we are waiting for the signed copy of permission to work by 3rd Party/ customer,  in order to progress with the duct work. Please do not reappoint until signed documents are provided.

Have you been sent anything?

[mrpotatogod]

hallo, anybody?

[mrpotatogod]

Hi, Today I have received a message from Openreach :

‘It's Openreach on behalf of TalkTalk. Here are your new Full Fibre installation appointment Date: Thu 13 Feb:’

Can anyone please check if previous date of my installation appointment: 05/2/2025 is still valid and the new appointment is an additional appointment or they have postponed the old one to new date?

Thank you.

[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?