Hi,
I'm about at the end of my willingness to get TalkTalk installed now. I'm on the third engineer visit as I type, currently waiting for Open Reach.
I already regret switching from Sky, but here's my story.
I ordered Full Fibre 900 online to replace my existing Sky Full Fibre service. Received installation date, just fine. In the meantime, I spoke to TT Live Chat and asked if I need to cancel Sky myself or would they be handling that as part of the switch. I was told that because I ordered online they set it up as a new install, and later conceded it was just processed 'in error' that way. I was then 'assured' it would be fine and that they would handle the switch from Sky. TT also said they weren't able to change the order to be a switch from a new install and was told to explain this to the engineer on the day.
On install / activation day, Open Reach arrived and was surprised to see I already had a working fibre connection to the premises. After explaining that TT processed the order incorrectly, he set to work. After replacing the existing working ONT, he then concluded that there was an exception fault in the cabling and that it had been 'assigned' incorrectly between TT and Sky. He left me without a working connection and said that someone will be out 'probably later' to sort it as the cabling was done by a sub-contractor.
Tomorrow came and went, no working connection. Trying to explain this to TT live chat and on the phone was an absolute nightmare. As soon as you go off script, they're completely lost. I was told by TT I then needed to talk to Sky to get the line fixed (nonsense.) However, I did speak to Sky and about 4 days later (without internet) they sent an Open Reach engineer to 'fix' the problem TT had caused. At this point, the ONT wasn't activated and my Sky FTTP wasn't working either.
The second engineer said the first one didn't know what they were doing, sorted the ONT and the ID numbers and got me back on to Sky. Gave me his number if it goes wrong again.
In the meantime, I was contacted by TT to say I'd missed the first engineer appointment and should re-arrange or they will cancel the order. Sigh. So with a now working Sky connection again, I rearranged my TT install. I was then told there was still an open exception on the line by TT and that unless Sky fixed it then it would delay my TT connection. You just go around in circles it seems...
I have zero faith right now awaiting Open Reach to call that I'm going to get a working activated line with TT. I don't believe at all that TT will activate my line today as they'll be confused over the line ID number confusion, and trying to explain that to anyone will get me nowhere.
At this point, what advice would people give, should I just walk away? I've spoken to so many customer service advisors online and on the phone that don't listen or understand that I'm ready to do so.
Apologies for the length, thanks for reading!
Dave
