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]

No one contacted me 

[pete-gonnella]

still not heard anything.... 😥

[Michelle-TalkTalk]

Hi pete,

We've received an update to advise that you should be contacted today.

Thanks

Michelle

[pete-gonnella]

😠no contact today 

[pete-gonnella]

Still got my cable line active, but this is not a great experience at all. 

[Debbie-TalkTalk]

Hi @pete-gonnella 

I'm really sorry to hear this.

I've contacted our CEO's team and asked them to contact you ASAP.

Thanks

[DJI_MINI_2_SE]

Pete this thread is a shocker does your old copper Internet still work or have you been without Internet all this time? 

[pete-gonnella]

@Chris-TalkTalk Can you please ask for the follow up from the CEO team, this getting beyond funny.  

[pete-gonnella]

*Bump*

[pete-gonnella]

Not heard anything for over a week, can you ask them to give me a call please. Thanks 

[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