Looking for clarification on second Openreach appointment

[BlueEyes4]

Hello everyone

I'm hoping the TalkTalk support team can help chase this up for me. One of the main reasons for signing up has been this forum as things seem to get done rather quickly and good communication. I have added my account number to my profile (I think I have done it properly).

Here is my problem: I ordered Full Fibre in mid September and an appointment was made with Openreach for October 1st.

On October 1st, the engineer (MJ Quinn working with Openreach) arrived and all was well but they informed me that the telegraph pole for the overhead feed was marked with a D so they could not complete the full installation. All internal work including the ONT being fitted to the wall was done and external CSP box fitted to the outside of the property. When asked when they would be back, they said it might be later this week but could not tell me for sure. I am guessing a cherry picker or scaffolding etc is needed.

On October 2nd at 2 minutes past midnight (12:02 AM) I got an email from TalkTalk stating an appointment had been booked for October 1st in the same timeslot. I was hoping that maybe someone would show up on the 2nd but nothing so far.

I decided to sign up for My Account and when checking the order: "We've encountered a problem that could delay your services going live. We're working hard in the background to get your order back on track and will be in touch if we need to speak with you. If you need an update please chat to us."

Would any support be able to contact the relevant team/Openreach and get a specific date on when I can expect Openreach to finish the installation? I have been staying in since the 2nd just in case somebody phones but as you can imagine this is not ideal.

Thank you

[Debbie-TalkTalk]

Hi @BlueEyes4 

Thanks for your reply.

If you're currently getting FTTP 150 then I can't see any reason why you shouldn't be able to upgrade to a faster speed/package. If it doesn't give you the option to do this in your My Account then I'd recommend contacting our Loyalty Team directly as they should be able to place an order for you.

[BlueEyes4]

Full Fibre 150. I am getting the correct speeds, I just wanted to look at going to Full Fibre 500 but I don't see an option to upgrade on My Account page.

[Debbie-TalkTalk]

Hi @BlueEyes4 

Thanks for your reply.

Which package did you originally sign up for and what speed are you currently receiving on speed tests?

[BlueEyes4]

Hi Debbie

I'm sorry I forgot to update was a busy weekend. Approx 1 or 2 hours after posting this thread an Openreach engineer came and a cherry picker was organised for just before lunch time. Install was finished.

I do have one small problem. I'm really impressed with the speed that I have considered upgrading but when logging into My Account and going to "Packages & Upgrades > My Offers & Upgrades" I don't see any way to upgrade or similar. I take it I just need to wait before I can upgrade?

Thanks

[Debbie-TalkTalk]

Morning @BlueEyes4 

We've received an update to advise that the installation is now complete.

Is everything working ok now?

[Debbie-TalkTalk]

Hi @BlueEyes4 

Our order management team have provided the below update:

We are waiting for a suitably skilled engineer to complete the work . We apologise for the inconvenience and we are trying our best to complete this work as early as possible. Our Next review will follow on (08/10/2024). They need a Hoist to complete the job.

[Debbie-TalkTalk]

Hi @BlueEyes4 

Thanks for your reply.

You shouldn't be charged as further work was needed by Openreach to complete the order.

As soon as I have more information from our order management team then I will let you know.

[BlueEyes4]

Morning Debbie

Thank you very much. I'm sorry to be hounding again but I thought I would mention it just in case. Whenever I log into the main dashboard I am greeted with this message that disappears after 1 or 2 seconds.

appointment message

I can only assume it is referring to the appointment on October 1st which was attended. I just want to make sure I will not be charged for this.

[Debbie-TalkTalk]

Morning @BlueEyes4 

I'm really sorry to hear this.

Let me speak to our order management team now and I will post back here as soon as I have further information.

Thanks

Debbie