Full Fibre installation, PTW, Go Live Date & Poor Customer Service

[DanM89]

I am hoping that I can find someone to help me navigate the issues I am currently facing with getting internet Full Fibre Internet installed to my property. 

I have been a loyal customer with TalkTalk since 2018 and I recently moved property (April 2025) and wanted to continue using TalkTalk as my ISP but this is where the problems begin.

On my original go-live date of May 12th a blockage was found in the underground duct by the engineer during the installation after he had done the internal work leaving me without access to an internet service. I was told that it would be resolved relatively quickly and it wouldn't be a big issue.

Since the 12th May I have had 7 go live dates given and all of them have been cancelled at short notice without any explanation from TalkTalk or Openreach, leaving me to follow up for answers. Openreach will not talk to end users and tell me to go back to my ISP.

The issue seems to be centering around a PTW that is required so that the digging work can take place to fit the cable. It has been confirmed to me from TalkTalk that the PTW has been received by the relevant teams at Openreach and an engineer will be assigned to complete the necessary task, this was on the 19/06/2025. Since then it has been confirmed on a further two separate occasions that the PTW has been received.

The twist that I was told this week (17/07/2025) from TalkTalk was that Openreach are still awaiting the PTW to be received for the work to commence and to come back on the 24th July for an update. 

Does anybody have any advice on how best to get this resolved ? 

[DanM89]

Over a week has passed since the PTW was signed and received. I have had no contact from anyone at TalkTalk with help on getting the order that I placed back in April progressed.

Very disappointed with the level and lack of customer service that my order is subject too. I will now take to Trustpilot to post about my experience. 

[DanM89]

UPDATE, 

PTW have been signed (17/7/25) by the local authorities and I have shared this with TalkTalk right away but I am being made to wait until 24th July @ 6pm for an update.

In order to get this PTW signed I had to chase the local authority to get this done, it was a very stressful process and not easy. 

[DanM89]

Hi @kanya-TT , 

I have replied to your private message, please can you let me know if the call scheduled for today will be going ahead ? 

thanks 

Dan 

[kanya-TT]

Hi Dan. Please get back to us on the private message section.

Kanya

[DanM89]

Ok @kanya-TT , will we be able to get to a solution because I have been waiting for a call from TalkTalk all day and it has not been received as of 4pm.

[kanya-TT]

Thank you @Divsec. for the advice. @DanM89 I'd like to discuss this on our private message session this is because of the details of your complaint about this matter already. 

Kanya

[Divsec]

Hi @DanM89 no not had the experience, yet. Living in the wilds of Norfolk we can only dream of fibre😢.

I have had experience of two companies needing to work together to solve an issue and it never works well..,

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

[DanM89]

Hi divsec, 

have you had a similar problem ?How did you get it resolved ?

[nomfezeko-TT]

Hi @Divsec, I am speaking to the customer privately. Thank you. 

-Fez. 

[Divsec]

Hi @DanM89 how I sympathise with you! I'm sure the team here will take a look and do everything they can to help. 

Your post has been escalated.