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]

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

[pete-gonnella]

Thanks, Chris, I'm hoping for some clarity soon.

[Chris-TalkTalk]

Hi gonnella,

There are no further updates at the moment, I'll check again later

Chris

[pete-gonnella]

Hi,

I do not wish to cancel the order, but I am being left with very little information and zero updates. 

It’s with openreach isn’t an update, you are their customer and should have been given an update today.

If this seems adequate you must have a non existent SLA with your supplier openreach. 

On that note we seem to be getting nowhere today, have a great New Year’s Eve and a lovely New Years dinner tomorrow. 

[Karl-TalkTalk]

Hi

This is with Openreach currently, and we cannot pressure them to complete the work sooner.

If you do wish to place a cancellation, give our customer loyalty teams a call directly and they can process this for you.

Thanks  

Karl. 

[pete-gonnella]

Essentially leaving me only one option, this is amateur hour. Tell me why I should not cancel this order ?

It should have been installed on the 24th Dec, the civils work to be done is minor. 

As this is predominantly a direct in ground lead in cable area openreach should have enough provisions for civils. 

This no way to compete with their competitors. 

If TalkTalk is not willing to escalate this, I’ll take my business elsewhere. 

[Karl-TalkTalk]

Hi

No updates as yet from Openreach.  With tomorrow being a bank holiday, we may not get an update until the thursday.

Karl.

[pete-gonnella]

Thanks Michelle, my patience with this situation is wearing pretty thin.

Surely there must be a way to escalate this with Openreach, if the line is not installed within the next week or so I will renew my contract with Virgin media. 

[Michelle-TalkTalk]

Good morning,

I've checked and we haven't received an additional updates as yet so I'll ask my colleague Karl to check this again later on today.

Thanks

Michelle

[Michelle-TalkTalk]

Morning Pete,

I'll check for an update first thing tomorrow morning for you.

Thanks

Michelle

[pete-gonnella]

Hi Chris,

thanks for the update, hopefully Openreach can give us a meaningful update on the 31st.

Pete