Delayed due to external issue

[VenexICon]

Good evening,

At a bit of a loose end as I have not been given much information from Talk talk beyond the title of the topic.

We had an engineer visit scheduled in the 5th of September but had not received the router or any equipment at this point.

On the 5th I co tacted talktalk as the engineer had not arrived and was told there was an external issue and that it would take a week or so to be resolved.

I rang to enquire what the actual external issue was, as the house had full fibre broadband installed before we moved in (not a new build) and the previous owner demonstrated her full fibre broadband with plusnet.

When I rang I kept being told that it was with the service delivery team and that was about it.

It isn't ideal as me and the other half both work from home and thus now need to commute some distance to an office.

Is there anyway of finding out what the external issue us exactly, and how long this can go on for?

We don't want to be waiting months and wondered if we can cancel if they fail to provide Internet access to our house within a certain time frame. 

[Arne-TalkTalk]

Keep us updated

[VenexICon]

Hi There, yes I suppose she must have gotten confused and thought the fibre ran to the house. 

I will talk with talk talk tomorrow, but it seems inevitable tat everyone will be moving to fibre so if it is only a few weeks, it may just be that we wait it out and utilise mobile data for the foreseeable! 

[Gliwmaeden2]

So the previous owner did not have Full Fibre with Plusnet at all, @VenexICon .

If they talked about it being fibre it was just FTTC, with the last bit to the house being copper.

Odd that Talktalk's systems allowed an order for Full Fibre at all at this stage.

If Talktalk is saying that they can't offer the copper based service any more is it worth searching for an ISP that can?

[VenexICon]

So the Saga continues unfortunately!  

Turns out that openreach could not find the address, but did manage to locate it (thankfully we were in). They had a look around and gave us the bad news that digging works are indeed required to upgrade the internet, turns out the seller was not aware that fibre had not yet been ran to the house. 

I therefore contacted talk talk and they stated tat they could not provide us with an interim option of using the copper wiring, as they no longer offer this service. 

We did ask about interim options and they stated that we would be able to claim back any cost of the mobile data we had used. Thankfully work provide work mobiles so currently using that. 

They stated they would contact other homeowners and try and do the whole street at once, but this may take a few weeks. Unsure of what to do now apart from waiting. A same as the plus-net internet the previous tenant let us use till the end of the month had no issue providing use of the copper DSL. If i had known we could have taken over the contract! 

[Arne-TalkTalk]

Ok,  You will need to make a new order, Sorry

[VenexICon]

I have no idea tbh. It appeared when we put the post code into google and is the only address that appears with this specific post-code, but the postman still delivers. 

To give some further context, the house was in essence turned around, she made the back door the front door (which backs onto one street) and the previous front door (using the old address) into the back door. The postman still delivers to the rear of the house, I am unsure of how to check if the address has been updated. 

I have just checked the postal address register and the old address has been removed and no longer exists.  PlusNet were the previous providers of the internet so they must have been able to find it. 

[Arne-TalkTalk]

Is your address correct at the Post Office, Openreach use that database.

[VenexICon]

Hi Arne, thanks for the help with this. 

Some background information is that the address of the house was changed following some renovation works, and there is an old postal address that still appears on google, we gave talk talk the new address and I am guessing that the previous fibre upgrade tothe house was completed under the old address and as such, things are not lining up on the OpenReach end. 

I can provide the old address, but will not post it on the forums! 

[Arne-TalkTalk]

Ill try to find out if we can get Openreach database updated 

[VenexICon]

Hi Arne, 

Would I need ot call Talk Talk, or would this be openreach? Would this involve a new contract, or simply get them to re-book open reach? 

[Arne-TalkTalk]

That will certainly be the problem, there is a chance that Openreach have the old address,   I would call and ask to place a new order ensuring that the correct address is applied to it. 

[VenexICon]

Hi Arne, thanks for the response. We do have two kinds of addresses, it was changed by the previous tenant, could this be an issue? 

How does this work now, do I need to re-contact talk talk? or will I get an email. 

[Arne-TalkTalk]

Hi VenexICon

I have asked for an update and on your order and its not good news,  Openreach have said the provisioning address is incorrect  and the order needs to be unfortunately cancelled. 

You would need to contact us again and place a new order. 

Really sorry.

[VenexICon]

Thanks for this, I came across this earlier on another thread. It appears that openreach are required to do some digging works to connect the fibre, which is weird as the fibre has already been installed! We can see the previous scarring marks. I have asked baout downgrading for the time, but now just on hold to CS.

[Gliwmaeden2]

A delay to the start of your service may qualify for automatic compensation, @VenexICon, once it's resolved:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[VenexICon]

 Hi All, as an update I spoke to TalkTalk through the chat and they have said that it will be another two weeks before the internet is installed. Apparently there are some works required from openreach ( i don't know what as Fibre has been installed before we moved in and the previous tenant demonstrated this). 

I am not allowed to contact openreach directly as they kick it back to the service provider. 

I am at a loss as to what to do as we went with TalkTalk as they stated the install would be done when we returned from holiday, and that their online check stated there would be no issue with the install. At the moment we are spending a small fortune on mobile data for work and this cannot continue. 

[VenexICon]

My talktalk number is now included.

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Please can you also add your Account Number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

[VenexICon]

Hi, thanks for the response. I have just included it!

[ferguson]

Sorry to see this. 

If you can make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team here can link your forum identity with your account then they can look into this for you. Hopefully you will get a response from them tomorrow.