Abysmal Customer Service - Full Fibre

[CDavies1]

I am absolutely exhausted with TalkTalks's customer service. With an original GoLive date of October, it's nearly January and I still have no Internet.

Issue is obtaining Full Fibre in a block of flats - some minor cable work apparently needs to be done. But TalkTalk continually fail to provide any updates, I have to stay on LiveChat or the phone forever to try and get an answer, and even then I'm told to check back in X days. There is no proactive communication whatsoever. Even upon raising a complaint and being told a complaints manager would contact me I hear nothing.

Genuinely the worst experience. Can anyone please update me on what an earth is happening/if I will ever get connected?

[CDavies1]

Thanks so much for your advice. I would be very happy to do that but there didn't seem an option to buy anything but full fibre. I asked a previous customer service rep this question and they didn't say I could go down that route. I would be perfectly happy with that but it doesn't seem to be an option unfortunately. 

[Gliwmaeden2]

I can't help wondering if it's worth simply cancelling the order, @CDavies1?

Then put in an order for copper ADSL  or FTTC,  and at some stage Talktalk is compelled to upgrade you to Full Fibre when they pull the plug on copper?

Anyway, I'll re-escalate this again in the hope that staff pick it up again. 

[CDavies1]

It is now the 9th and still no contact. TalkTalk can you please give me an update?!

[Gliwmaeden2]

Re-escalating this for you, @CDavies1.

[CDavies1]

It is now the 7th and once again I've had absolutely no update. What is the status?

I understand only Openreach can do the work but you are the service provider and Openreach do not contact/can not be contacted by the customer. You have a duty of care to keep customers up to date which you time and time again are failing to do.

[ShoreRam]

Thanks! I don't have any confidence that mine will be fixed soon - Like youself, I'm sitting in an information vacum 🙂

The good news for you (and I) is that you will be due a hefty chunk of compensation, this should be automatic but who knows with TalkTalk!

[CDavies1]

Thanks. This is continually the update I am given - that work is required and to check back in X days time. No work is ever done. I appreciate this is on Openreach to do not TalkTalk but it has now been nearly 3 months with no Internet.

I am not bothered about full fibre I just want working Internet. Can TalkTalk set me up with the basic copper line in the meantime whilst awaiting the work to be done?

(Sorry @ShoreRam that you're experiencing the same pain! I hope for both our sanity's sake that we can get our issues resolved!)

[Arne-TalkTalk]

Hi CDavies1

The latest update  is dig work is required it will take 5 working days to get the order to progress please review back on 07/01/25.
 

Only Openreach can do the work required. 

Sorry

 

[ShoreRam]

Cheers, ta.

[Gliwmaeden2]

Staff on the forum may be able to help, but you must return to the message board and click on start a topic, @ShoreRam.

They will be on here tomorrow too but off on New Year's Day. 

It's worth starting your own thread ASAP. 

[ShoreRam]

You have my sympathy - "I have to stay on LiveChat or the phone forever to try and get an answer, and even then I'm told to check back in X days. There is no proactive communication whatsoever. Even upon raising a complaint and being told a complaints manager would contact me I hear nothing." This is EXACTLY my experience. I have been offline for 23 days now since a tree fell in storm Darragh taking down our fibre. Day after day of going round in circles. Standard response of "Next update is due in x days time", I've never experienced such incompetence. Sorry I can't offer help but I need to vent somewhere. It truly is pathetic service.

[CDavies1]

Yet again I was promised a call back from the manager looking after my case but received no call once again.

Can someone please get in touch with me to clarify what is going on? The lack of proactive communication is absolutely awful.

[Gliwmaeden2]

Staff will be back on here from Monday, @CDavies1.

Make sure you have completed your community forum profile details for them to identify your order / account. 

Go via your avatar/name; settings; drop down menu....Personal Information. SAVE CHANGES.