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 19-04-2022 09:44 AM
Thanks for that - sounds good. Are you confident our speeds are improving?
On another subject our contract is up for renewal on 13/5 can you extend that for us at the same price please given the issues we have had?
on 19-04-2022 08:01 AM
Openreach have now completed the work they needed to complete.
I have passed this over to our Order Management Team to complete the 2nd half of the work needed. I will let you know as soon as they come back to me.
I have also raised a credit for the engineer visit. This will show in My Account in a few days.
on 17-04-2022 01:41 PM
@Durks7, have you checked in Transaction History?
The bill itself can't be changed, but the £50 should show as a credit.
You can then put it towards further bills, or move the money to your own bank account from My Account.
If there are more problems with it, start a new thread for the billing aspects in that section of the forum.
Staff will be back on here after the Bank Holiday.
on 17-04-2022 11:22 AM
Back from holiday now - can you confirm the cabinet switch has been done. Broadband speed seems slightly better but is dropping. Perhaps you can let me know what you can see.
Also I can see the £50 charge for the engineer visit hasn't been refunded - please can you arrange that?
on 14-04-2022 11:37 AM
on 13-04-2022 09:56 AM
on 11-04-2022 02:21 PM
on 11-04-2022 10:18 AM
Sorry for the delay.
Openreach have provided the below update. I will check on this again this afternoon.
please be advised, as the correct routing has still not been updated by the routing team sent request again to the routing solutions team to update the correct one
on 05-04-2022 12:48 PM
Openreach have now left notes to advise that this is a routing issue and have requested that a cease and re provide is completed.
Openreach have advised that the next update is due on 07/04/22.
on 05-04-2022 10:55 AM
on 04-04-2022 10:45 AM
on 04-04-2022 10:24 AM
on 04-04-2022 09:56 AM
on 04-04-2022 09:43 AM
This should show in My Account in the next day or so.
I will arrange the engineer visit now. I would need to wait for the engineers findings/notes before I can advise on next steps. Will this be ok?
on 04-04-2022 09:38 AM
Thanks Debbie - when will this refund show on my account. I've been given £80 compensation for the issues so far so just want to check this is a separate refund.
Yes very keen to get an Openreach Engineer to look into this - please can you arrange this ASAP please. We are on holiday from 9/4-16/4 so this week would be much preferred. Will they be able to return us to ADSL if speeds can't be improved - which by the way the Openreach engineer who did the orginal switch to fibre from ADSL told me was the only way to get back to the original speeds.
on 04-04-2022 09:33 AM
Thanks for confirming your details.
I've checked and I can see that the refund has already been requested and approved.
I would like to arrange an Openreach engineer visit. Would you like me to arrange this so we can get to the bottom of the speeds your line will be able to support?
on 04-04-2022 09:24 AM
It was a Brightsparks Engineer who attended on 18th March. He confirmed there was an issue outside of our house causing the issue. He also said we can't get Fibre because of the distance between the cabinet and our house. Apparently a common issue to be upgraded like this when in fact it is not possible to get fibre!