Complaint not sorted

[richardtr]

In G44 5DW we have THREE broadband suppliers: Virgin, City Fibre, and OpenReach.
My house has a Virgin connection [previous owner 15 years ago - now disabled], and an OpenReach Copper connection - live.
The OpenReach pole was replaced a few years ago in preparation of providing full fibre which has now reached the pole and a distribution box fitted which is now live. The lads who fitted it confirmed that OpenReach can be connected to the house where I want it. Photo attached.

Several long tedious conversations with TalkTalk have confirmed that they can provide the broadband connection over this fibre connection.

I have been bombarded [texts emails letters] by TalkTalk stating I HAVE to be connected to CityFibre, who confirm they will ONLY connect to the front of the house. That is of no use to me at all.

Fourteen years ago I had the under side of the house insulated with 100mm thick Kingspan. This is covered both sides with an aluminium foil which massively inhibits wifi. I have an Archer VR2800 router with wifi ready for a fibre connection. Photo attached.

I raised a complaint ref CMP-769824.

I had a phone call from an 0800 Techy on 0800 955 5544 who gave me a load of bullshit - saying that only CityFibre can supply broadband in this area. Nonsense. He did confirm that "my" order  with City Fibre has been cancelled. I made NO such order.
I then get a text to say "your complaint has been closed".

It is NOT closed. This customer is seriously annoyed, and will be leaving TalkTalk with whom I have been since they were called OneTel which is over 30 years ago, unless they get a full fibre connection from OpenReach. I have sent photos.

What does one do with these guys ? It appears they do NOT want my business.

Their complaints procedure is useless. You can complain using the CEDR. They are corrupt and useless. See https://tdocplus.co.uk/01_ROPA/index.php/findings-about-regulators#the-cedr.

There is literally no-one in TalkTalk to talk which implies a two conversation. They are only capable of monologues.

Any bright ideas ?

[fr8ys]

You are probably in an area where TalkTalk have partnered with City Fibre rather than Openreach to install fibre, and other ISPs will use one or the other.

If that's the case then they would probably be unable to access the Openreach network in this area.

You are in the staff's queue for a response though.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you