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.

[pete-gonnella]

Thanks Michelle no problem, I’ll wait for their response. Hopefully they will get back to me this week. 

[Michelle-TalkTalk]

Hi pete,

Have our CEO Team not been back in touch? Once a complaint is under investigation with the CEO complaints team then we wouldn't be able to get involved on the community.

Thanks

Michelle

[pete-gonnella]

was there any update from openreach on the 24th?

[Chris-TalkTalk]

No problem Pete, thanks for letting me know 🙂

Chris

[pete-gonnella]

thanks Chris, had a call with one of your talk talk colleagues. They will personally take this one on, I’ll leave you carry on your good work on here. Thanks again for your time and help. 

[Chris-TalkTalk]

OK, will do

Chris

[pete-gonnella]

Unfortunately there was no contact yesterday. Please try and get someone to contact me thanks Chris. 

[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