How do I leave?

[hybridmedia]

I am going round and round in circles with support on phone and web chat being transferred 5 times or more every call

in January I had free future upgrade offered with City Fibre infrastructure, after 5 weeks with no updates at all from talk talk and me chasing. I rejected the fibre upgrade as not working. I tried to have the equipment removed which was never listened to (told to restart my router!.)

I have since tried to move ISP on city fibre but can’t as mine line is blocked by TalkTalk.

in one of the many conversations I have had, I spoke to someone who was helpful and said would cancel the fibre line releasing it for new ISP Then a few days later I get an email saying my fibre line is now active.  Can anyone tell me the real status.  

I also had another conversation with someone who said I could remove the installation (ONT box and outside box) and prepaid bag was sent with a warning about being charged.if not returned My question about this is is it safe for a customer to be cutting glass based laser light fibre optics to remove an installation? Should it not be returned to city fibre as their equipment?

[hybridmedia]

It appears the future fibre line is finally disconnected,

My attempts to get fttp have taken nearly 3 months,  been on phone / web chat for over 10 hours.

been told at least 20 times I never had a fibre line so how could I have it removed turned off

Been told more than once to commit criminal damage to send back city fibre ONT to Talk Talk

been lied to multiple times to get me off the phone line. Latest one being  someone would call be last Monday about my complaint.

While I have found the process of dealing with any issue painful, have found the TalkTalk reps on this forum have been good.  If they could be cloned  and put on the phone lines Talk Talk would still have me as a customer

[Arne-TalkTalk]

There are notes to say that the cease is set for the 4th April

[Gliwmaeden2]

@hybridmedia, staff are not on here at weekends. Sadly there won't be any response before Monday. 

[hybridmedia]

I am really not happy now,  up until now this future fibre upgrade has just cost me my time, and patience. Now it has cost me money.  It is the now the first day of the financial year and the offer I had from another ISP is gone.  As are other deals I had. Seen

if talk talk did as they should have done over a month ago when requested. It would have been all OK, now I am going to be at least £160 worse off..

Combined with original comedy of errors with installation and twice being told to commit criminal damage to City Fibre infrastructure.  Really really not happy.

[hybridmedia]

Any update would be appreciated thanks.

[Arne-TalkTalk]

I will ask the provisioning team for an update

[hybridmedia]

Is there anyway I can check on status of my fibre cancellation, iot has been a week now and was told I would get some kind of an email confirming, but I have had nothing. 

I am having deja vu, as I have been through this once already when promised it was being cancelled, but nothing was done. 

[Arne-TalkTalk]

Ok,  When you place your order with the other provider on city fibre, be aware that provider will not advise us that you are leaving, so you will need to call us and place the cancellation for the FTTC line.

[hybridmedia]

HI Arne,

Yes the the FTTC still works, it is only the Future Fibre Line that at this stage needs disconnecting.
I say working, was a bit paranoid this evening when the internet stopped and was worried the wrong line has been cancelled, but came back on line 30 minutes later.

After a phone call back last Thursday I believe the fibre line should be in the process of being passed back to City Fibre. but not had any official email confirming this.

[Arne-TalkTalk]

Hi hybridmedia

Does your standard broadband (FTTC) connection still work? 

When I search your phone number  from your profile its shows the line is connected.

[hybridmedia]

Ferguson,

I have no doubt the advice given twice is wrong, it makes no sense to encourage customers to cut glass fibre with possible live laser light. But after being on phone calls web chats talking to social media teams for hours It has been the only pro active thing talk talk has othered to close the line.

I actually spoke to city fibre this morning, who were very helpful, confirming talk talk must send a cease notice, they were horrified about talk talk suggesting I I remove the ONT and outside junction box and said I would be liable.

phoned talk talk support line again and go the ususl conversation that I don’t have a future fibre line, transfer me explain again and put on hold for 15mins to get rid of me.

[Arne-TalkTalk]

@hybridmedia Do not do anything to the ONT , can you add your account number to your profile so I can see who has advised this course of action.  

[ferguson]

OK, well I have honestly never heard of such a thing before. Perhaps wait at least until the support team here advise further. 

[hybridmedia]

Ferguson,  it does sound nuts for me to physically remove the fibre, but talk talk confirmed last night.

so to anyone who has Future Fibre with City Fibre, the process seems to be if you want to switch providers.

call up talk talk for multiple hours being told you don’t have fibre so cannot cancel it

talk talk will send a returns bag so you can cut the cable outside remove junction box remove the ONT box and post it back (get charged if you don’t)

then you as the user need to call CiTY fibre to fill in holes generated

then Talk Talk may release the line.

Then contact new ISP to reinstall everything you cut and returned.

I really wish Talk talk had mentioned this before I took up the super offer of free fibre upgrade which they could get to work.

[ferguson]

Whatever you do, do not attempt to remove any part of the installation yourself up to and including the ONT. 

[hybridmedia]

I do not know if a cease has been placed, I have for sure had a conversation saying it would be placed, only to have an email (the only email in the whole mess of this installation) saying my fibre line is now active, so I am assuming rather than turn it off they have turned it on.

Regarding sending back the router, this cannot be done the router is used with the current FTTC service which is still active, the bag sent was also following on from a conversation about removal and repair of the physical installation (which was a mess) only the ONT and outside junction box was mentioned, returning router was not mentioned once. from the paperwork I see I may have to pay £50 if installation is not returned.

As mentioned I have lost patience with talk talk, if I try and contact them about it, over 10 times I have been told I don't even have a fibre line, as such to make it easy for Talk Talk, last week I gave them a few options,  I was promised it would raised higher to the escalation team, and I would get a call back, but nothing has happened. the farce has been going on for near on 8 weeks

The options proposed were as follows :

1) The non functioning fibre line be passed back to City Fibre by Wednesday 22nd March (my preferred option, and guess easiest for Talk Talk)

2) The non functioning physical installation of the fibre line be removed from my property and damage made good to be carried out by Wednesday 22nd March (its a mess and gets in the away especially if I need open reach to install their FTTP line)

3) I remove the fibre installation and repair damage (ONT Box, Junction box & fibre from my property) Talk Talk has already provided. All liability (health and saferty with the glass and laser light and commerical in regards to City Fibre) is accepted by Talk Talk for this. reasonable costs for repair (equipment and labour) will be charged to Talk talk.

4) If Talk Talk does not want to do any of the above and wished to keep their non functioning infrastructure on my property, some form of wayleave agreement will be needed, with a daily charge starting from Wednesday 22nd March.

As i have mentioned I have not heard anything back about what Talk Talk wants to do, so assuming the wish for me to proceed with option 3 as that has been agreed already (except the costs part)

[Arne-TalkTalk]

Hi hybridmedia

Has the cease been placed? 

We only ask that you return the router not the equipment connected to the wall, when the new provider places an order, after the cancellation,  the engineer will be able to use that equipment as it is still a city fibre install. 

Regards

[hybridmedia]

With City fibre network, new provider can not take over the line, so in essence you have to cancel the line then apply to your new ISP, so if you only have a city fibre line you will be down for some weeks

[KeithFrench]

I thought that hew ISP should do this for you.