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 ?

[Arne-TalkTalk]

Hi richardtr

Your complaint was regarding an unwanted Fibre upgrade through City Fibre, The complaint manager stopped the order as requested, complaint notes state you where happy to close the complaint. 

The complaint was closed 4th November. 

[richardtr]

8 November 2024

WRONG Date. Recevied only about 18th November.

Reference Number: ET-986695
Hello,
Thank you for contacting TalkTalk Customer Relations, your correspondence has reached Sabelo today and I will be assisting you.
Upon further investigation of your account,I do notice that a manager handling your complaint gave you a calT on 04/11/2024 and as negotiating, the manager was able to provide you with a suitable resolution about the issue where you also agreed to close the complaint.
If you have questions about anything else, feel free to get back to us.
If you'd like more information, there's also a lot of detailed help and advice online in our Help Pages and our online Community. We're also here to help on Live Chat (click the tab on all our help pages).
Best Regards,
Sabelo Mngomezulu

a) I did NOT agree to close my complaint. My complaint remains open.

b) All that has happened is that talktalk have backed off . . . the bullying has stopped

c) my complaint that I was bullied remains unresolved..... and as a ex talktalk employee said to me in the pub . . . . totally untrustworthy . . . . the worst three months of my life.

d) So where is the response and what ACTION have you / will you be taking to ensure that [per ISO9001] you cease bullying people and stop lying . . .

[richardtr]

*@#][!![]'#[@#]!*.  ==  a waste of space - auto translated apparently ....

[richardtr]

Hi

How do In know . . . because I looked at the envelope  ?
The letter OUGHT may be should have been sent.

Just have a look

And apologize profusely for the following statement on the first page of the letter.

It reads "Please note you may be charged £50 if you don't return your old equipment"

Honestly why do you think we cannot read ???

As a responder you are a waste of space.

Its a *@#][!![]'#[@#]!*.

Firms that use spreadsheets are simply dummies . . . and other reason ?
PLEASE let us all know !

*attachment removed for security*

[Arne-TalkTalk]

It a standard automated email generated by the stopping of the order request that you made,  we haven't sent you any equipment so you don't have to return anything. 

I don't understand what you are talking about with the letter,  How do you know a letter was sent to an address 340 miles away?

[richardtr]

Hi
Next thing I get - TalkTalk having cancelled THEIR order to CityFibre - have now asked to "return their equipment". I have NEVER had any equipment from them, tho 20 years ago I may have had a splitter - they cost peanuts and don't last more than three years - most often under two.
But the had a cocked up address. I live in Old Castle Road. Their letter was sent to CALVERLEIGH CRESCENT which is in Furzton which is some 340 miles away - a 6 or 7 hour drive. Why is this ? It may be because

a) They use a spreadsheet for managing stuff and they cocked it up, or

b) Some little nutter wanted to upset me

c) it was a deliberate fraud.

They failed to state what the equipment was, what date that they sent it to me, and why. I used to use Netgear Routers, but now with wifi I use a TP-Link AC2800 Wireless MU-MIMO VDSL/ADSL Modem Router.

Why the change ? Well I needed a beefier wifi gadget. And this one works in most of the house.

Another apology and another note on the file.
May be a name change from TalkTalk to SorrySorry would be in order.

[Arne-TalkTalk]

Hi richardtr

When you place an order for full fibre  we don't get to choose which company is carrying out the work, it appears that City Fibre is the partner of choice in you area.

You will need to speak to the sales team to place an order. 

[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