I received an email today cancelling my fibre 150 including Digital voice service installation which was planned for the 21st. Apparently according to the email due to my property not being suitable for digital voice service.
I contacted talktalk asking for more details and I was advised that due to me requiring a phone line that is able to connect to medical equipment digital voice is not suitable. I advised the Customer service rep (Clent, a very helpful and understanding guy) that I do not rely on a phone connection for anything other than receiving calls from my wife’s elderly parents, who are not very good with technology and also the issue that we have with poor mobile phone signal in the property.
Clent, said he would contact City fibre as it was City Fibre that cancelled the installation. He then came back with further reasons and advised that the installation was cancelled due to there being a blockage in the Openreach ducting in the road outside my property . I again advised this was not right as City fibre attended on Monday when they cleared a blockage and pulled through the new cable which is now poking out of the ducting at my front door, where it waits together with a small reel of fibre, waiting to be pushed through the wall and terminated to the user connection point. Clent again went back to City Fibre and now advised that City Fibre don’t offer a digital voice service in my area!. Eventually after 2 hours on the phone back and forth with City Fibre, Clent said he would escalate this to his manager. After another 15 minutes on hold I was eventually promised an install date of the 29th which will include a digital voice service. So given the lies and false excuses already given and the fact that I have not yet received an email or text confirmation that the installation will actually take place as promised . I would appreciate it if this is looked into asap and written confirmation provided that installation including DVS will take place on the 29th of February.
This has already been raised as a complaint and I look forward to an early and amicable resolution..
