Go Live 08 Jan 2024 - No DVA

[Elgin19]

My Go live for Fibre 150 and VOIP is Monday 8 January - just received the Eero router this evening but no DVA.

Contacted TT on 0800 458 6114 where I placed the upgrade offer. After 5 mins on hold told the only thing I can do is wait until Openreach make the fibre live, then I have to phone again to request the DVA. What a way to treat a customer of over 10 years.

[Chris-TalkTalk]

Hi Elgin19,

I'm sorry to hear that the installation has been delayed. Regarding the complaints call, if they call when you are not available they will callback again

Chris

[Elgin19]

Update... Thank you for request a DVA to be sent out.

1. Yesterday (08/1) Kelly Communications installed Internal ONT to outside box - however unable to use cobra to get fibre to local node as duct blocked by dirt as apparently when the duct when installed originally in 2015 (new build) did not have a cover. Now await Openreach to resolve at unspecified date/time so no clue as whether I will go live before my current contract ends on 11/1

2. Also, had text yesterday at 16:44 to say TT will contact me about complaint today (09/1) between 10:00 and 12:00. If you wish to change or cancel call 0345 172 0088. I have to take mum to hospital appointment this morning, so rang said number, and after 15 minutes of waffle from unintelligible person, I thought they got the message that I need the call after 13:00.

At 08:09 this morning, another text saying they will call me between 10:00 and 12:00 when I won't be here - doh , so that was a complete waste of time.

When are TT going to get a UK based call centre?

[Chris-TalkTalk]

Hi Elgin19,

Sorry for the delayed delivery of the DVA. I've ordered one now, they are usually dispatched same day so you should receive it either tomorrow or the day after. Apologies again for any inconvenience

Chris

[Elgin19]

Hi @Divsec thanks for your update.

TT sent me a text at 18:43 friday: ..".we're very sorry you've had to report a problem, we want to put things right as soon as possible. Your complaint has been logged and we'll be in contact with further updates. Your refernce number is CMP-586826"

My 95 year old disabled mother lives with me and is profoundly deaf and uses an amplified telephone ( speakerphone on mobile not loud enough ) so really do need this resolved as soon as possible.

Can this be passed to a senior TT person who is more customer focused.

Ideally I would like TT to send the DVA adapter Monday by next day delivery at no extra cost to me - person I spoke to said to ring after my afternoon go live (Monday 8/1 13:00 to 18:00 ) to request the DVA, but said it would be around 3 - 4 days before I would receive it ( I guess dispatch Tuesday and Yodel 2-3 day delivery ) and I don't find this acceptable. Also, it was the same person I spoke to who arranged this 150 & VOIP confirmed at the time that I would get both items of equipment at no charge. Unfortunately he does not inspire confidence, so much so that I am reluctant to phone as he suggests as I am not confident this will get actioned.

[Divsec]

1. Hi @Elgin19 unfortunately you have asked your question just as the team leave for the weekend. Your post has been escalated and you should hear Monday.