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!

[MrA4d]

so from the sublime to the ridiculous!

following a review yesterday, I now have to wait until June 13 for the work to me reviewed...again?

therefore I will have not had any rectification from my order on 22 March, promised connection on 18 April. Reorder on 20 April or promised connection on 16 May. So it is not even mid June?

Good isn't it?

[ferguson]

I understand that TalkTalk are your ISP and you are right to keep pursuing them for updates. But they can only do whatever is in the power of their network suppliers when it comes to it.

[ferguson]

I understand that TalkTalk are your ISP and you are right to keep pursuing them for updates. But they can only do whatever is in the power of their network suppliers when it comes to it.

[MrA4d]

I thank you for your reprimand Ferguson, I genuinely thought that Talktalk was my ISP and they offered me the upgrade. They in turn contracted Open Reach to undertake the work, and as I have no contact it’s OR, as their website insists...all queries should be directed through your ISP, which I am currently doing? In reference to my estate, I was merely highlighting the problems of others with OR, and not as a spokesperson for my estate.

by the use of TalkTalk having rectified the issue, could you please expand? I am still waiting?

Finally why do you object to the bold type face, I consider it to be appropriate and easier to read!

[ferguson]

I can assure you I have read it all. The error was with your order in the first instance, which was then rectified. Subsequently it seems to be entirely in the hands of Openreach and the particular circumstances of your private estate. And may I ask politely if you could refrain from using non-standard type as it does make it difficult to read for others. 

[MrA4d]

can I suggest that you read this post going back to the first failure by TT in April?

additionally, I cannot see where I have posted any email address in public! I am only reporting what the problems estate management are also suffering!!

[ferguson]

Sorry to see this is ongoing. I doubt that TalkTalk can advise much more as this is clearly a matter for Openreach and your estate management team. Please don't post email addresses in public.

[MrA4d]

still no more information. 

No date for dig and definitely no date to look forward to installation!

my personal update is that the people who live on this estate had a meeting last night.

one of the very long debated items was Open Reach. It appears that a number of houses have already been connected, via digging work , and the estate management were not consulted.

other houses are in similar  limbo to me. Each had a differing story of incredulously ridiculous excuses for delays!

two households were connected , but only after the intervention of the local MP. One has, like me a collection of emails , all offering apologies, but no solution.

two households have received rather large compensation payments!

WE shall wait and see! OR had a review ! I wonder what they reviewed?

64 days on Wednesday.

still no update on my TT deliveries page as attached on earlier posts !

[MrA4d]

Missing in actionhas any one seen one of these?

[MrA4d]

I have just been informed by *removed*  OR apologise for the delay and want to get the work done as soon as possible? 

Still no date though.

what a pity we (the public) cannot demand answers from Open Reach?

DAY 63 tomorrow!

[MrA4d]

First order...March 22

first failed connection day....April 18

second order.....April 20

first second and third Openreach visits... 26/27/28 April

second failed connection date .... May 16

My question is....what happened between OR visit on 28 April and a no show on May 16, which is a failure in communication by them? It has taken Chris@TT to discover that OR have delayed due to an awaited dig, caused by some hesitancy over exactly where they will put their pick axe into the ground?

i now have to wait until 23rd May for a review! DAY 63 since upgrade was first requested!

[MrA4d]

Responded in PM

[Chris-TalkTalk]

Hi MrA4d,

I've sent you a PM

Chris

[Chris-TalkTalk]

Hi MrA4d,

Thanks for the information. I've passed this on to the Openreach escalation team and am awaiting their response, I'll let you know when I have an update

Chris

[MrA4d]

I have been asked to set the record straight by our estate management. Yes the road is private, yes they have made requests to OR when one or more houses could have been connected at the same time involving only one dig, and where there was a necessity to take the excavations across the road (s).. But they dispute the ALL FIBRE WORKS NEED TO BE COMPLETED TOGETHER!

the first, second and third inspections would have been aware that with the FTTP at my house the only excavation work is within the boundaries of my property and do not affect the road itself. Thu s there were no estate directives to hold back this work, as suggested in the previous posts!

[Chris-TalkTalk]

Hi MrA4d,

I've sent you a PM

Chris

[MrA4d]

I have just received the following , which I feel I should share!

talktalk order update.

hello we’ve found a problem with your order.our supplier needs to do some more work before we can get you connected. Don’t worry we’ll continue to work in the background to get you connected.

For now I will just keep taking deep breaths and continue with my medication!

[MrA4d]

Chris, I have sent you an important update in PM

[Chris-TalkTalk]

Hi MrA4d,

I've replied to you PM

Chris

[MrA4d]

Chris, I have sent you a pm

[MrA4d]

thank you for that. No OR have not contacted me! Additionally as far as I am aware the civil work , ie the digging would only be on my property. I will speak with estate now and query their interference! 

So so I have sat at home on probably the best day of the year with my binoculars scanning the horizon for a convoy of Open Reach wagons , and all in vain!

i f they (OR) had contacted me I would have explained my take on the situation. And they could have processd the work as arranged! I am the customer not the estate?

so I was let down on APRIL 18 and now May 16 with 2 no show appointments!

i can imagine 5hat next they will ask me to resubmit my whole application for an upgrade from the very start!.

all is adding to my stress levels!