Full fibre - non delivery

[MrA4d]

On March 20 I signed up to upgrade to fibre 150. Apart from the contract, I have heard nil.

therefore in a panic I contacted customer services via the BOt. After an hour I was told that the Open reach are booked for tomorrow (18thApril) being the second closest day availability. However, they confirmed that my fears 5hat no equipment had been ordered...ie router or voice adapter , as promised.

i was told to phone the delivery team...who took a further hour to confirm what I had already been told! Whilst awaiting transfer to a further department I was cut off, having waited a further 20 minutes I called back to start the process all over. After about a further 30 minutes we agreed that there was no order!

i now have to wait whilst an investigation is launched as to why it all went wrong! Apart from the 2 and a half hours I spent on the phone and online. Fortunately, I have hopefully saved Openreach a wasted journey.

my stress levels are past extremely high, [on medication for heart]? Have had to cancel all arrangements made to fit in this appointment, like my wife having to stay with friends due to any loud noises drilling etc makes.

the whole situation is a mess! 

I have been loyal to TT for a great many years and this is the way loyalty is treated?

finally, I have had to log in as a new member, because my old user name is only 4 digits long and no longer recognised, although the system still greats me with it!

[Chris-TalkTalk]

Hi MrA4d,

There was an update earlier this afternoon from Openreach saying that the Civils Team haven't been able to schedule a date for the dig work yet because the roads are privately owned and all fibre works need to be completed together to avoid numerous excavations - they set a review date for the 23 May - I'm really sorry about this, I know it must be frustrating. Have Openreach been in contact with you directly?

Chris

[Chris-TalkTalk]

Hi MrA4d,

Nothing further on the order, still showing installation date for today. I'll check again later for further updates

Chris

[MrA4d]

Will they or won’t they? All will be revealed tomorrow, Tuesday 16 th May.

[MrA4d]

Just thought that I would add, that as go live date is tomorrow, I still have no equipment for whoever to connect to?HOW LONG?

[MrA4d]

So this time Openreach gets the blame! When they were here 26/27/28 April, I was left with the impression that the dig work was imminent? So much so, that have remained at home since! Especially as they intend to dig my pathway, lawn etc! The silver arrows are at my path and by my house, but have disappeared from my lawn!!!

Myself and no doubt the readers of this would question why it has so far take 56 days from my order to get nowhere, as yet. Additionally why hasn’t anything been learnt from the failure to deliver on 18 April. Your agents promised me then that this time they would get it right!

i still have no delivery of equipment (going live tomorrow).

personally I believe that TALKTALK should hang its head in SHAME! 

In the meantime I shall sit at home and wait for something to happen! 

[Chris-TalkTalk]

The Openreach desk agent has told me that the has been escalated within Openreach. I'll check again later for further updates.

Chris

[Chris-TalkTalk]

Hi MrA4d,

I'm sorry about this but the latest update on the Openreach portal says that the order is delayed because further dig work is required but it also still shows the installation date as the 16th. I'll speak to desk agent when their lines open to clarify the situation

Chris

[Gliwmaeden2]

In past cases, if you already have a service with Talktalk and are upgrading, Arne has said that the automatic compensation doesn't apply when it's been delayed, @MrA4d..... that's from memory.

It doesn't mean that they wouldn't do something discretionary to compensate for the ridiculous hassles.

The argument being that you've still got a service, whereas they would have to compensate you if there was a delay coming as a new customer and you were left with nothing after leaving the previous provider. 

Something like that! We'll see what happens....!

[MrA4d]

the saga goes on ! My latest update is that the equipment cannot be released because OR have not confirmed their part? Although it is still booked for Tuesday 16th May.

The good news is that I will be entitled to compensation from 16 May for non delivery! The bad news is that I suggested that I have an order dated 22 March and a long past delivery date of  April 18 which in my opinion is a failure to TT own service level standards with regards to the first failed delivery date?

my emails on 22 March enclosing my contract of that date has the title “YOUR ORDER IS IN THE BAG”.

Thus instead of the suggested 14 days delivery, according to my contract, [item 3]so far it has been 50 days and counting!

anyone out there with any advice?Speaks for itselfAs does this

[MrA4d]

Points noted- with the notes does it mention the DVA? Or are we going back to where we were in March?

[Chris-TalkTalk]

Hi MrA4d,

The order on the Openreach website is still showing awaiting dig work with installation date of the 16th.

There are notes to say that a request to send a router has been raised, as you say it can take up to 5 working days but it doesn't usually take this long. I'll check again in the morning to see if there are any further updates from Openreach 

Chris

[MrA4d]

This afternoon I received an update that the work is booked for 16 which is next Tuesday , which is 4 working days from today!

i highlighted the fact that I have not received any update as to the delivery of the required equipment. Needless to say the caller intimated that it has not been ordered ? I mentioned the previously listed form on MY Account, which was still blank ! The information given is that it will be ordered, and can take up to 5 working days?

It occurs to me that there is a breakdown in communication between departments for which I have to bear the brunt! And it is us the customers that have to try in vain to sort it out!

WHAT IS HAPPENING WITH THIS COMPANY, FOR WHICH I HAVE BEEN A CUSTOMER FOR A GREAT MANY YEARS?

[Chris-TalkTalk]

Hi MrA4d,

Thanks for bumping the thread. There are no further updates at the moment on the Openreach portal. The go live date is still scheduled for the 16th and awaiting preliminary dig work by the Civils team.

I'll check again for further updates tomorrow

Chris

[MrA4d]

having posted a private message, I was asked to repeat this after Monday’s bank holiday.

Following 3 visits from Openreach on 26, 27 and 28 April, I have been told to expect a visit from the civil team. I have been told my order number following my still open complaint, and having also offered a connection date of 16 may. I add below the track my order page for my account, which as it is still blank makes me ponder two issues: 1) is it normal for this page to remain blank ? 2) I again think that my upgrade to FTTP could be delayed ....yet again. My confidence levels are low!

maybe someone has the answer? The account still reports the same just now, at the time of postingScreen shot of My order page

[Chris-TalkTalk]

Hi MrA4d,

I've replied to your PM

Chris

[MrA4d]

I have posted a further query in pm

[MrA4d]

Hi Chris, I have posted an update on PM

[MrA4d]

Chris ,

i have added two Pm ‘s in response to your question.

[Chris-TalkTalk]

Sorry, I'll take a look now

Chris

[MrA4d]

I have sent you a pm, have you read them?