Unacceptable service from TalkTalk and OpenReach/Kelly Communications re. upgrade to full fibre 900

[hawkerpaul]

I was given a date to upgrade to full fibre 900 Oct 4th.

I contacted TalkTalk via chat on 25 and 26th Aug explaining I have scaffolding up and would this cause an issue to the installation. I was assured that it was not and it will all go ahead.

4th Oct, and engineer from Kelly Communications came out.

Would not install the fibre line from telegraph pole to my house due to scaffolding. He told me he would get the sack if he did this. It would need an OpenReach engineer for this. (so why wasnt one send in the first place??)

He did however install the box to my property and the line into my room, both of which were to a SHOCKINGLY BAD STANDARD. The boxes was way off level and he siliconed a cover to my outside wall which started coming off 5 minutes after he left.

I went back onto chat to explain the very poor work and the fact that he would not install the fibre line

I was then told that the work had been rescheduled for 8th Oct (Today) am

No one has turned out and I had no confirmation text off OpenReach

I have been on the online chat since 9am today to try to get to the bottom of this

I have been transferred to EIGHT different agents, and still I cannot get an answer!

The last person who spoke to me on the chat was Koushik over 20 minutes ago.

It seems they have given up. (probably nobody else to transfer my problem onto)

This is the 2nd day I have had to take a day off work on unpaid leave, and it looks very much if I will now have to take off a THIRD! All unpaid leave.

I have been a TalkTalk customer for almost 20 years now

To say I am extremely disappointed and angry with the whole process is putting it very mildly indeed.

Is there any way a manager can ring me directly and speak with me person to person, as I am getting nowhere with this

Thanks

Paul

[Arne-TalkTalk]

Hi hawkerpaul

The £30 credit was applied on the 28th October and the auto compensation team are looking into the credit for the delay, they will send you an SMS and email when they have finished the investigation. 

Regards

[hawkerpaul]

Thank you @Gliwmaeden2 

I was told on numerous occasions that I would be receiving this, and by the Agent who telephoned me to deal with my official complaint.

[Gliwmaeden2]

@hawkerpaul, I'll re-escalate this thread as it might be out of the workflow after a bit of a gap.

The occasions when compensation is awarded are described here:

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

Recently a customer who had a delayed upgrade was not awarded compensation as their ongoing service still functioned.

It's not clear in the guidelines exactly what the exceptions would be, so hopefully we will see some clarification soon for you.

[hawkerpaul]

I've just received my first bill since going over to full fibre 900.

Due to all the things that went wrong, I was promised a £30 credit which got included in the bill.

However, I was also promised £6.10 credit for every day that the installation was late, which was 13 days. I have not received this.

Can someone please investigate this for me.

Many thanks

Paul

[Arne-TalkTalk]

Thanks for the update

[hawkerpaul]

Thanks @ferguson 

Ill advised on each occasion, as I wouldn't have had the line fitted on the final attempt were it not for the luck of the scaffolders turning up around the same time to begin taking it down.

Just doesn't seem to be any reliable communication between TalkTalk/OpenReach/Kelly Communications whatsoever.

I was even told by TalkTalk that they had spoken with OpenReach and that there were extensive notes on my file explaining the situation to ensure a suitable engineer would be sent out to install regardless of the scaffolding.

[ferguson]

With hindsight, the issue arose because you were ill advised in the first instance that the scaffolding would not impede the installation, how the agent could possibly know this I have no idea. Anyway, glad to see it is sorted, after a fashion. 

[hawkerpaul]

Hi @Arne-TalkTalk 

Yes they rang me yesterday afternoon.

Was initially offered £15 compensation which was raised to £30 after explaining that I had to take off 2 extra days off work unpaid.

Not much, but what can I do.

I didnt even get much an opportunity to air all my frustrations to the agent who just bombarded me with words being difficult to get a word in edgeways. I suppose thats the tactic in these situations anyway.

I closed the complaint regardless. I was getting a bit fed up of it dragging on.

Thanks for all your help.

[Arne-TalkTalk]

Hi hawkerpaul

Notes show that you where called after your post @15:38 

Is this correct? 

[hawkerpaul]

Well I didnt receive a phone call from TalkTalk Saturday.

Not sure what's going on.

The whole experience has just been a comedy of errors from start to finish.

[hawkerpaul]

Thank you @Arne-TalkTalk 

Thats a Saturday. I may not be available then, but I'll try my best.

[Arne-TalkTalk]

Hi hawkerpaul

The call has been moved to the 26th, at 16,00.

Sorry for any inconvenience caused  

[hawkerpaul]

Didn't hear anything off TalkTalk yesterday.

In fact, I've not heard anything whatsoever since I put the official complaint in on the 8th October.

[Chris-TalkTalk]

No problem 🙂

[hawkerpaul]

Thank you @Chris-TalkTalk 

Much appreciated.

[Chris-TalkTalk]

I've checked the complaint and there is a callback booked for Monday morning

Chris

[hawkerpaul]

Thank you @Chris-TalkTalk

The complaint was lodged 8th Oct. I would have thought I'd have heard something by now.

[Chris-TalkTalk]

Hi Paul,

Glad to hear that the issue has been resolved. Your complaints manager should be in touch over the next few days. 

Chris

[hawkerpaul]

Hi Chris.

Yes, it been done now thank you.

Any ideas how I can see the progress of my complaint and how to receive compensation please?

Thanks

Paul

[Chris-TalkTalk]

The latest update from a few minutes ago says completed with hoist support, is everything OK at your end now?

Chris