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 20-05-2022 07:42 AM
This really is very disappointing service. As you know I specifically asked if this sort of issue would occur before going ahead and was told it was just a simple back end systems change with no disruption to our service.
Do you have any idea when this will happen today? And I'd also like to know when the fibre upgrade will happen too.
I know it's not you fault personally but this is really frustrating!
on 20-05-2022 07:15 AM
Our Order Management Team have advised me that the MPF service will be activated today so you will have BB connection again until the new Fibre order completes.
I'm really sorry that you had no service yesterday, I will feed this back to the team and ask them to contact you to discuss this.
on 19-05-2022 12:36 PM
on 19-05-2022 12:30 PM
on 19-05-2022 11:37 AM
on 19-05-2022 09:22 AM
on 19-05-2022 09:18 AM
No the date for the cease to complete is showing for today. The new order will be placed ASAP.
I will check on this tomorrow so I can confirm the new Go Live date for the fibre order.
on 19-05-2022 09:14 AM
Thanks for that - the reason I was checking is that your colleague spoke to me last week and said the swap would happen last Thursday. Would you please be able to check with them when this is going to happen?
I am sure you are as keen as me to get the sorted!
on 19-05-2022 06:58 AM
Our Order Management Team are still progressing the work needed. I can see that the cease is due to complete shortly and then the order new fibre order will be placed.
The team should make contact with you to keep you updated.
on 18-05-2022 01:03 PM