Delayed FTTP install, zero/bad communication

[pete-gonnella]

My FTTP install needs a dig for a lead in duct, which I already knew as my copper line is partially direct in ground. It took Openreach a week to come out to do the preinstall/survey, and obviously my install is now delayed. 

But I have received no communication it was delayed, the first I knew it was delayed is when I logged into my account.

So I started a chat to see what kind of ETA the delay would be, all that happened was the chat rep copied a note on the Openreach system that said the job would be passed on to someone after 5 days and to check back in 5 days (I guess is for talk talk to check back with Openreach in 5 days).

At this point I am seriously having to consider whether to keep with this, with no kind of indication of timescale it might just be less hassle to accept virgin media retention offer.

[Chris-TalkTalk]

Hi Pete,

Did you hear anything after you posted yesterday? If not I'll try to get someone to contact you

Chris

[pete-gonnella]

I have not heard anything yet from the Complaints manager 😞

[Chris-TalkTalk]

No problem, I'm just sorry I can't speed it up for you

Chris

[pete-gonnella]

Thanks Chris, you have been more than helpful through all of this. 

[Chris-TalkTalk]

Hi Pete,

I've checked and there a follow up booked by your complaint manager on the 22nd 

Chris

[pete-gonnella]

Thanks Chris, I am totally cheesed off with this. 

I am sorry I cannot wait another week for another delaying tactic, there is an open complaint against my account. Can you please ask whomever is progressing that complaint to call me with a resolution before the end of Monday. 

Thanks

Pete

[Chris-TalkTalk]

Hi pete-gonnella,

There was still no update so I contacted an Openreach desk agent again. They've said: We are currently waiting for an estimate to be created using which our civils team would complete the work. We are expecting the estimate to be created by 23/01/2024, I would request you check back on 24/01/2025.

I'm really sorry this is taking so long, hopefully it won't much longer

Chris

[Chris-TalkTalk]

nothing at the moment but I'll check again later

Chris

[pete-gonnella]

Let me guess no update ?

[pete-gonnella]

This is not ideal. 

[Chris-TalkTalk]

I've spoken to the Openreach desk agent, he's escalated this to try to get it moving, he's asked that we check back on the 17th but I'll check again on Friday to see if there are any further updates. Apologies again for the delay

Chris

[Chris-TalkTalk]

Hi Pete,

There's no update yet so I'll check again with the Openreach desk agent and get back to you

Chris

[pete-gonnella]

Thanks

[pete-gonnella]

No updates I would guess, CS told me it would be completed by 13th Jan (today). Nothing has progressed, complaint against the account but no contact. All in pretty poor show. 

[Chris-TalkTalk]

No problem - Congratulations 🙂

Chris

[pete-gonnella]

Hi Chris,

there is no need to be sorry, you have been more than helpful. I will try to bump on the 13th but I will be flying out on my honeymoon so I may forget haha. 

Thanks

Pete

[Chris-TalkTalk]

The Openreach desk agent has confirmed that the issue now in the chief engineers queue, they've asked us to check back on the 13 jan. I'm sorry this is taking so long, if you could bump the thread on the 13th we'll check for further updates

Chris

[Chris-TalkTalk]

No update yet so I'll check with an Openreach desk agent and get back to you

Chris

[pete-gonnella]

Hi @Chris-TalkTalk,

No update yet I guess?

Thanks

Pete

[Chris-TalkTalk]

Nothing further at the moment, I'll check again in the morning

Chris