Further delay on fibre installment

[prescol]

Gray junction fibre boxHello Team,, I was meant to have an engineer appointment today, to install  FTTP, openreach. They have failed to arrive. I have phoned up your Call Centre. They have informed me that the work will now be carried out from now until the 11th of July, but, they have told me nothing why it’s been delayed, I have got a  gray junction box outside my property. Picture below if I can work it out, I truly are flabbergasted what’s causing the delay. I’m a vulnerable adult,, and cannot be left without an Internet connection in case of emergencies contacting carers, parents et cetera, I have got a ADSL 65 at the moment. I live in the block of flats are four and the other members of my block have got fibre installed so what is causing the delay?

and I was here last year when  the open reach  guy installed fibre to outside my property. The cables were everywhere.

[Gliwmaeden2 · Accepted solution]

It sometimes arrives on the day, or even with the engineer, @prescol.

Not very far ahead of the appointment, certainly. 

[prescol]

Good afternoon Team,

yesterday I was informed by text and email  from openreach, that my fibre instalment. will be going ahead on Monday 28th between 1 and 6 pm. 

would I be informed about my equipment being sent out?

I have been on my account and there’s no information about the  instalment/ going live all the upgrade at all all equipment arrival day

[nambuso-TT]

I totally understand your frustrations however please try using the future fibre chat link to live chat with one of our agents for further help and I will also leave notes on your account regarding this. 

[prescol]

I’ve tried to phone up the future fibre team, to talk to them. It was cut off twice and the other lady could not understand me and I cannot understand her useless.!

I have speech problems, 

I am really thinking about moving to Plusnet now. I’m so frustrated it’s unreal

[prescol]

Sorry, I’m not phoning that  future fibre , if that’s the same department as The order management team, which are pants.

I’m putting an official complaint in about that team tomorrow. Just waiting for your complaints team to get in contact with me. 

as I said to your colleague every time I phoned them up they have said you have to wait another week for a further update with no information, and more excuses. 

[nambuso-TT]

I am very sorry to hear that you feel this way however the future fibre team will be able to provide you with updates if there are any and I have sent you a private message, please refer to your direct messages. Thanks

[prescol]

I am getting really frustrated now. Your order management  team is pants. Every time there’s meant to be an update from openreach they said oh you’ve got to wait another week.  And every time there’s another excuse, are they doing any work  in  that department? 

i’ve given up and I’m putting the official complaint in,  waiting for your complaints team to contact me tomorrow. I’m fed up with TalkTalk order management team! 

strongly thinking about switching to Plusnet who have  award winningUK call centres and are connected to BT/openreach  because they are in same company. 

[nambuso-TT]

@prescol Looking into your account I can see that the installation was supposed to take place on the 02/07/2025 between 08:00-13:00 however the status of the order is still showing as issued. I will need you to contact future fibre directly using the below number so that they would be able to check why the installation was not completed and they will provide further update.

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Alternatively you can use the below chat link:

https://community.talktalk.co.uk/t5/

[Gliwmaeden2]

Please just follow up on this thread, @prescol.

I'll move the new topic out of the way as it duplicates the fact that the full fibre hasn't been installed yet.

Timescales vary hugely and delays can be caused by anything from the sheer level of demand to shortage of engineers etc, on a case by case basis.

[prescol]

• Thank you for that. I phoned your customer service.
• i’ve been advised that openreach is trying to contact me. I have missed two phone calls today because,  by the time I get to my phone it has ran off.. 

it’s shame that you can’t phone them back, or they don’t leave message on your answer machine.  jas soon as I get to my phone  it  has stopped. Ringing. 

I have now changed the length of time it will call, so hopefully that will help. 

[Philile-TT]

Please contact the order management team using the details below for more accurate information about the order. 

Contact number: 03451720074  

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[prescol]

Good morning @Philile-TT  nothing has happened over the weekend, and has had no information from openreach since The last text on the 1st July. 

makes me wonder whether they’re not working because, they had  a history of problems with yourselves Talk Talk or is openreach is just a useless company? 

do they concentrate on their own ISP’s plus net, EE and BT business? 

[Philile-TT]

Hi there @prescol just checking with you if there's any changes that happened during the weekend? 

[prescol]

• Hello Team, is there any update today from openreach?

[nambuso-TT]

We do apologize that you feel this way @prescol looking into the notes on your account there is a delay due to  external network need to be build in order to provide the lines
we will get next update by 11/07/2025.

[prescol]

Thank you so much for that update, @Mandisa-TT 

is there any other information that you can give when it says internal network problems,  is that a lack of staff or lack of organisation or is it something has to be done like ground works, or an internal dispute between Talk Talk and open reach, because a bill hasn’t been paid again?

As you can see from the photo I managed to upload, the work was carried out last year to install fibre outside the property and it’s ready to go, I had that confirmed by an openreach guy last year and also the other week when they were downgrading me, because the G fast was not working correctly,  an openreach person told me I need to upgrade to fibre to the premises, as a copper cables can not handle the speed any more, and my Gfast White modem was temperamental, kept rebooting, and one of the lights are not working. I told Talk Talk Staff several times this was happening. They didn’t quite get what I was meaning.   The openreach  guy said the mode need to be replace but we are no longer supporting Gfast, that is why I’m having it done., The downgrade to have an upgrade to FTTP .  

The  poor guy had 10 jobs  on top of his scheduled work which the contractors failed to do the previous day,  The  Openreach guy just turned up the  day after my schedule appointment with no notice, it was  lucky I was in.

The openreach guy  also mentioned when he was here  downgrading me to a slower speed, that I need to go to fibre to the premises,  plus he mentioned that Talk Talk is in trouble financially and BT is looking to take over Talk Talk over.

he looked at the fibre outside and where I wanted to be placed and he said that’s a 15 minute job easy done, he would’ve done it there and then but he was not permitted to do it because the order hadn’t been put through then. 

[Mandisa-TT]

Hi @prescol I want to sincerely apologize for the delay in your installation and for the lack of communication regarding the engineer's absence. We understand that you were not informed about the engineer not being able to come, and this is not the level of service we strive to provide.
 

Due to unforeseen internal issues, we were unable to schedule your installation as planned. We are currently working to reschedule your installation at the earliest possible convenience and will ensure that you are kept informed throughout the process.
 

We truly value your business and are committed to making this right. Your satisfaction is our top priority.

Thank you for your understanding and patience during this time. We look forward to resolving this matter promptly. Your issue is escalated to the Openreach Team.

[Anonymous]

"Ive been with Talk Talk since 2009 before then AOL, or was it Tiscal? But I’m getting to the point now if I wasn’t in contract with Talk Talk, I’d be quite happily to move to a different provider"

I think i have been with TT longer and its only the fact I've had few problems in all that time that has stopped me looking elsewhere, i find it a worry they have got rid of the old support staff here and are moving to an AI system, i also find it a worry 400,00 customers have left i guess its a case of keep our fingers crossed and hope they can survive.

Debt troubled broadband ISP TalkTalk today claims to have taken “another step forward” in its “mission to become the UK’s most recommended Wi-Fi provider” by adopting a new AI-powered customer service automation platform from NiCE (tough ask in the current climate), which is called CXone Mpower.

https://www.ispreview.co.uk/index.php/2025/07/broadband-isp-talktalk-uk-adopt-nices-ai-powered-custo...

[prescol]

I’ve been with Talk Talk since 2009 before then AOL, or was it Tiscal? But I’m getting to the point now if I wasn’t in contract with Talk Talk, I’d be quite happily to move to a different provider. I’m so frustrated every time I phone someone up about today’s  miss appointment for FTTP I’m getting a different answer. It may not be Talk Talk it could be openreach  but it’s shocking customer service..

I definitely will not be moving to Sky  that is for sure, the great TV but not  Internet, 

once I get on to FTTP I’ll be phoneing  up the  loytiy  team to get a very good compensation for this complete shambles of disappointment and FTTP instalment.

[Anonymous]

I had read there has been a big drop off in TT customers so i am not surprised to read this, it'll be a shame if they go out of business but they only have themselves to blame their phone support has had an awful reputation  for as long as i can remember customers will put up with a lot if the download is unlimited and the price is low unfraternally all the main ISP's are similar in speed, price and limits and people will not put up with second rate customer support.

I doubt this will be allowed to stay on the forum but be sure my thoughts are shared by many TT customers.