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Is this really my responsibility?

mileses
Popular Poster
Message 3 of 3

Go live date was christmas eve. Got delayed. Was told by talktalks Order Managment department that an engineer had been yesterday (27/12/18) and that our service would be live today (28/12/18).

 

This morning I got a missed call from talktalk "regarding an update".

 

So after much faffing on the phone to talktalk, I have now been informed that I must arrange a time with the construction site near my house, when a BT Open Reach engineer can go and "excavate a line". Then phone talktalk back with a date, to then be checked against what openings BT Open Reach have in their schedual...

 

It seems unreasonable that I, the customer, must attempt to make arrangements with who ever owns that land. I have no idea who owns the land, it used to be a Ford dealership. To then go back and forward on the phone with talktalk to agree on a date that suits all partys.

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2 REPLIES 2

Arne-TalkTalk
Support Team
Message 1 of 3

Hi @mileses

 

Sorry for the delays, Its difficult if the land is private.  l'll ask our provisioning teams what the procedure should be,

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KeithFrench
Community Star
Message 2 of 3

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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