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

[Chris-TalkTalk]

Thanks for the info. I'll check for any updates, just a sec

Chris

[hawkerpaul]

@Michelle-TalkTalk

Any news please?

[hawkerpaul]

@Michelle-TalkTalk 

Thank you Michelle.

I've since had a text from OpenReach to say "Your engineer <Joshua> has now arrived on site and is connecting your service on behalf of your service provider"

Which isn't true. Yes he's turned up, but he's left for his next job (hopefully to return back, we shall see!)

OpenReach will probably think that the work has been done here after he's finished on a completely different property!

Update:

The scaffolding at the front of the house is now clear. Can you relay a message to OpenReach to contact Joshua from Kelly Communications that he can now return here to complete the job please.

Update2:

I've now had a text message of TalkTalk saying:

"Talktalk order update: Hello, we have scheduled for the activation of your service on 17/10/24. If you need any further assistance please reply to this message by 4pm the working day before"

WHAT? I've not had the work done yet, and today IS the 17th!

[Michelle-TalkTalk]

Hi,

I'm so sorry to hear this. We're checking for updates from Openreach and will post back here as soon as we have more information for you.

Michelle

[hawkerpaul]

From bad to worse!

OpenReach/Kelly Comms guys came out this morning.

Said they cant go ahead with the work due to the scaffolding!

Kelly COMMUNICATIONS! How ironic....apparently TalkTalk have liaised with OpenReach/KC on multiple occasions during my online chats with agents to explain the situation, so what the hell is going on here?

This is the THIRD day I've had to take off work (unpaid) to get this done. Should have all been up and running on the 4th Oct.

Luckily, the scaffolders have turned up and are starting to take it down. The front may be clear in a couple of hours.

So the KC engineers have gone off on their next job and will come back later.

If the scaffolding is still not cleared enough by then, I will need to take off a FOURTH day off work to get this done.

I'm sorry, but this simply is not good enough.

I've been told I'm entitled to £6.10 compensation per day since 4th Oct, but this just isnt adequate considering the number of days I've had to take of work, the absolutely shoddy quality of work that has been done so far (today's engineers were shocked to see the standard), and the time I've wasted explaining myself on countless times to tens of different Talktalk agents on the online chat.

Also, I've heard nothing off TalkTalk since raising my official complaint on 8th October, so there's more complaints to add to it now.

[Michelle-TalkTalk]

Morning,

Thank you for the update and we'll check back in with you tomorrow to see how you're getting on.

Thanks

Michelle

[hawkerpaul]

Thanks Chris.

Openreach are coming out Thu 17th to hopefully fit the fibre line.

I explained my situation yet again to TalkTalk who apparently have relayed the details to Openreach, and I've also messaged OpenReach directly regarding this.

I was forced to lodge a complaint the last time I spoke with TalkTalk after being on the chat for over 2+half hours, being transferred to 9 different agents in the end, but I've not heard anything about this, only being given a complaint number.

[Chris-TalkTalk]

Hi hawkderpaul,

There's an update due today but nothing yet so I'll check again later

Chris

[hawkerpaul]

Thank you very much Michelle

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. We'll check back with Openreach on the review date and will post an update back here.

Michelle

[hawkerpaul]

Thank you very much for checking for me Karl.

The TalkTalk agent I spoke to online on Friday told me it was all booked in for today (so I took the day off work)

After not having any text from OpenReach I contacted chat again and was on the chat for well over 2+half hours and was transferred to NINE different agents! One of which said its booked for the 11th.

The ninth agent then said that this wasn't the case, and its down for REVIEW on the 15th! He also raised a complaint.

All this has been very disappointing.

[Karl-TalkTalk]

Hi Paul

I've spoken to our provisioning teams who have checked with Openreach and advise that their notes are :

I can see that our contract engineer unable to complete the task due to survey required, OR engineer to visit the site, The task raised for Openreach engineer with required skills to complete the work and are trying our best to complete this work as early as possible. Our Next review will follow on 15/10/2024.

So this is still with Openreach but no site visit date has been specified.

Karl.