Full fibre installation - damage by Openreach

[biscuitman1978]

Hi

TalkTalk kindly arranged for Openreach to install full fibre at my property last week, but as you'll see from the photos below they have damaged the wall of my house both internally and externally.

You'll also see from the photos that the new wiring has been pinned only loosely to the wall.

Could you please arrange for Openreach to return to the property and (a) make good the damage (inside and out) and (b) ensue that the wiring is properly pinned to the wall?

Many thanks

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this and I'm glad that this has now been resolved for you.

Thanks

Michelle

[biscuitman1978]

This turned out to be quite the saga:

- TalkTalk : Not our problem. Speak to Openreach

- Openreach: Not our problem. Speak to our lawyers

- Openreach's lawyers: Not our problem. Speak to Kelly Communications, who were sub-contractor to Openreach

Anyway, the issue has now been resolved by Kelly Communications with a compensation payment and a (competent) engineer visiting to properly wire the connection.

[Chris-TalkTalk]

Hi biscuitman1978,

Just to be clear, the network team just confirmed the correct process, this isn't their rules. The same would apply to all ISPs. I'm sorry for any inconvenience.

Chris

[Gondola]

Your complaint about damage and poor work goes direct to Openreach not TalkTalk.  It's very clear what complaints should be directed to TalkTalk and what complaints should be directed to Openreach.

You're right to be angry about the standard of Openreach work and they need to be held to account directly by you. 

[biscuitman1978]

Noted. I will take this up with Openreach and make a separate formal complaint to TalkTalk.

I should add that it is not Chris-TalkTalk about whom I am complaining. I simply do not understand how TalkTalk can appoint another company to undertake a piece of work and then take no responsibility when that work is deficient.

[Gondola]

Chris-TalkTalk is wholly correct in referring you direct to Openreach. Openreach say exactly that on their website and that you must go direct to Openreach to report damage to your property caused by Openreach or Openreach contractors and to report the poor quality of their workmanship which was truly awful.

It's far better to liaise directly with Openreach rather than through a third party. Communications via a third party that doesn't know your concerns would seriously delay resolution. So, go direct to Openreach which is what Openreach ask you to do. See below:

What do I do if I have a complaint?

To raise a complaint, or enquiry, that relates to the provision of telephone/internet services, engineer appointments, faults or compensation, you’ll need to go through your Communications Provider. They in turn will contact us to resolve the matter on your behalf. This is because although Openreach is the network provider, your relationship is with your Communications Provider.

To raise a complaint, or enquiry, that relates to health and safety concerns, employee behaviour, personal injury, damage to your property, quality of workmanship, wayleaves or planned movement of Openreach equipment. You can contact us through our chat facility. 

[biscuitman1978]

Hi Chris

The response from your network team is wholly unacceptable.

The work was instructed by TalkTalk, so it follows that TalkTalk are responsible for remedying any issues that arise from it. Could you please (a) make that point to your colleagues in the network team, (b) ask them how they propose to remedy the issue, and (c) advise me of the proposed remedy in this thread?

Many thanks

[Chris-TalkTalk]

Hi biscuitman1978,

I've discussed this with our network team, they've said that you will need to raise this directly with Openreach. There's information about this here - Complaints policy | Openreach

Thanks

Chris

[Chris-TalkTalk]

Thanks for answering the security questions. I'll look into this and get back to you

Thanks

Chris

[biscuitman1978]

Hi. Could you please confirm that this issue is being progressed? I've not heard anything, either here or via my PMs, since Monday.

[Chris-TalkTalk]

Hi biscuitman1978,

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris

[biscuitman1978]

Many thanks, Chris. I've responded to your PM.

[Chris-TalkTalk]

Hi biscuitman1978,

I've sent you a PM to confirm some details so that we can discuss this further

Chris

[Divsec]

Hi @biscuitman1978 well that's a mess, sad to see it. Your post has been escalated and you should hear soon. Good luck.