Failed Fibre Installation

[Rd330]

Asking for assistance or the next steps here:

We've recently moved home, and opted to stay with Talk talk as our ISP.

We called and advised that we were moving, and were advised by your operator Cameron that our new postcode could accommodate a full fibre 65 connection. All booked for yesterday, 18/12/2024.

The engineers arrived yesterday, and installed the relevant fibre box by drilling through our front wall, and have completed the interior works correctly. However, your installation partner, CityFibre, were unable to connect to any existing fibre infrastructure.

I've called your customer service team and been on hold for over an hour. We have booked a 2nd engineer visit for tomorrow 20/12/2024 and I fear we may be in the same situation, as they will be unable to connect to any fibre infrastructure.

Please advise on our possible next steps. Thank you.

[Rd330]

Nope. Still no internet and still nothing from TalkTalk.

I'm just wasting my time at this point.

[ferguson]

This looks to be have been a bit of a mess from the outset and I can only sympathise. But I fear all you can do now is follow the complaints process - the support team here can't intervene when it has reached that level - and see where that gets you. In the meantime, have you established whether another provider can provide a service at your address? Or are you still without broadband at present?

[Rd330]

Wonderful. Thanks for that...

Like I said, I've already RAISED the complaint.

Can someone please advise what is being done about this? Is someone actually prepared to help and take responsibility, or will I have to raise this with Ofcom?

Your company has needlessly damaged my property, misold me a product it cannot deliver on, caused MASSIVE stress during a house move, cost me money as I could not work from home and has also failed to cancel our old services to a property I no longer live at...which you've known about for over 3 weeks!

So far, your company have done everything it could possible do to make this entire process worse! You've got NOTHING right!

And no-one seems to care...as it's ME that's doing all the heavy lifting and chasing!

This is pathetic.

Do better.

[Arne-TalkTalk]

The complaints procedure can be found here Raising a complaint - TalkTalk Help & Support

[Rd330]

This has now resulted in an open and ongoing complaint as CityFibre are unable to complete this installation for 6 months...and cancelled the order.

This order was not cancelled by myself, but instead by your company & CityFibre, as your company cannot complete installation.

Yes, I would like the support team and the complaints team to look into this.

[Arne-TalkTalk]

Hi Rd330

Looks like you have now cancelled the order. 

Sorry.

[ferguson]

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.