22-03-2022 09:13 AM - edited 22-03-2022 10:45 AM
We were offered the free upgrade to Fibre 35 a few weeks ago. Sounded great until the day of the switch when the Openreach engineer called to tell me the switch had happened but that we cannot receive fibre at out property. Apparently there is fibre to the cabinet but the line from the cabinet to our house just will not support it. I asked him to switch us back to ADSL but he told me that was not possible without Talk Talk instructing that.
Fast forward a few weeks we are getting sub 4Mbps speeds and the connection is virtually unusable. I've called technical support repeatedly (over 6 hours on the phone) and apparently we can't be "downgraded" back to ADSL.
Yesterday I spoke to the "Better Value Team" who apparently manage this sort of thing and raised a formal complaint with them. No contact from anyone and this morning our Broadband has stopped working altogether. With two of us working from home to say I am frustrated is an understatement.
I'd appreciate some sort of assitance with what, in my mind, should be a simple fix to an issue that shouldn't have happened in the first place!
on 04-07-2022 10:18 AM
on 04-07-2022 10:07 AM
All sorted out. I spoke with Ryan and I have credited this charge back and this should show in My Account within the next 24 hrs.
I have also sent you a Private Message with a link to a short survey for the Community.
on 04-07-2022 09:43 AM
on 04-07-2022 09:28 AM
on 04-07-2022 09:24 AM
I'm so glad to hear that the speed has increased 🙂
What date is showing for this engineer charge? Is this showing on this months bill? (I'm just trying to locate this)
on 04-07-2022 09:14 AM
on 04-07-2022 06:48 AM
on 03-07-2022 02:21 PM
Finally got this resolved via the CEO team.
on 23-05-2022 01:06 PM
on 23-05-2022 01:01 PM
Hi Michelle - OK thanks but so far I have heard nothing from anyone. Is there any information at all about what has gone wrong?
We have a Brightsparks engineer coming tomorrow but not sure if that is going to get to the root of the issue? Is this not an Openreach issue?
on 23-05-2022 09:01 AM
on 21-05-2022 12:05 PM
@Durks7, staff are generally not on here at weekends - use the number/ Chat for contact until Monday:
on 21-05-2022 11:45 AM
Very disappointed by this whole experience - I have spoken to your technical support colleagues this morning (another 45 minutes of my time wasted). They are now sending a Brightsparks Engineer on Tuesday. I explained our service was being rerouted via a different cabinet etc but they didn't seem to know about that. All very frustrating and confusing - I really need to you step in here and get this sorted.
Please can you let me know what is going on? Now 3 days without any broadband service!
on 20-05-2022 10:05 AM
on 20-05-2022 07:51 AM
I completely understand and I'm disappointed too as they team advised that there would be no loss of service whilst this work was being completed.
As soon as the MPF order completes today I will post back on this thread and I will also get the date for the Fibre upgrade.