No updates on install date.

[Plazticfish]

Hi,

I signed up for an upgrade to Fibre150 almost a month ago. At that time I was provided with an install date of PM today (19th).  Earlier this week I contacted support via web chat who acknowledged an issue. I was advised  " The upgrade request you placed was successful, but while allocating an engineer for you, the request got stuck, which is why it didn't go through to Operations."  

I can't track my order via my account, as there is no option to do this.  Is there anything that can be done please?

Thank you

[Arne-TalkTalk]

I will see what I can find.

[Plazticfish]

Hi Arne,

TXT this morning from TT, slightly different from the previous ones. Now saying "we are working hard to fix this but it may take a few weeks"

Also suggesting the next update is on 18th. I placed the order in August for an installation date of 19th September. This week a neighbour was quoted 2 weeks by his provider BT for Fibre150. Yesterday BTO were busy marking out the ground with paint for another neighbours installation (also a BT customer).

Please can you find out why there is a delay.  BTO have already dug up the road from the Node to a pit on this side of the road. They have yet to dig a trench from the pit to the the edge of my property, and then another  across my front lawn and drive. BTO civils people and equipment have been elsewhere in the village recently, so the resources are available.

Also, is there any news on the details I provided regards my complaint to TT CS please?

Thank you

[Plazticfish]

Hi Arne,

Appreciate that you can only relay what you are being told. 

As for the complaint. Initial contact was 26th September. Your CS e-mailed me on 30th September. I chased on 5th October. Response from TT CS on 7th October. I responded on the same day. Since then: silence.

Thank you

[Arne-TalkTalk]

Sorry I can only give you the info from the Openreach systems.   

In relation to the complaint when did you send it i cant see anything on your account at this time.

[Plazticfish]

Hi Arne, thanks for the response, although there is the feint whiff of guano with it. 😉 The BTO engineer who surveyed and marked the area needing civils, suggested the work and effort required. It was known at this point. Perhaps the real reason is resource required versus payback. Of course I have no option but to wait some more (order placed in August). Also any news on the complaint I raised with Concern@ please?  

Many thanks.

[Arne-TalkTalk]

Unfortunately no real update 

"This order requires further planning. Our planners need to evaluate this order to understand what further work is required to get the customer into service. Please review the tracker on 08/11/24 " 

Still the same. 

[Plazticfish]

Hi Arne,

Any news please? The text I received last week said there would be an update on the 4th. Have not seen any activity in the road to suggest progress. Also still nothing from Concerns@talktalk. 

Thank you.

[Plazticfish]

Hi Arne,

Yes this is exactly as the engineer stated when he visited. Subsequently BTO contract BT Network did lay the conduit/trunking from the Node to the pit opposite on our side of the road. The markings to lay the next conduit/trunking to the edge of the property are barely visible now as this was done a few weeks ago now. Nothing has happened since that time.

Thanks for the update.

[Arne-TalkTalk]

HI Plazticfish

This is the update

"Our field Engineer visited the site to complete the work but it was unsuccessful as further works is required in underground network for new duct to provide the FTTP service to this customer. We have sent the order to the Field co Ord team to create a estimate so work can be carried out by our Contractors. The work that needs to be completed is civil work. Once the estimate has been generated
we will be able to confirm the timescales for completion of this estimate. Please review the tracker on 29/10/2024." 

Looks like a bigger job than first thought. 
 

[Plazticfish]

Hi Arne,

Text msg from TT this morning repeating the message from 16th October: "Hello we have found a problem with your order..." Please can I ask what the new problem is? BTO have not been seen for several days. They have yet to dig a trench from the pit opposite the node, to the edge of my property. Then they will have to run a cable to the house and fit the ONT. Is there an estimate for when this work will happen?

Thank you

[Plazticfish]

Hi Arne,

Is there any update please? BTO have not been seen since Monday morning.

Thank you

[Plazticfish]

Hi Arne,

A quick update. BTOpenreach attended last Wednesday and Thursday. They have dug up the road and laid conduit from the node on one side to a pit on the other. They were back this morning (now gone) doing some work on the node. They have yet to dig a trench from the pit to the edge of my property.

Thank you

[Arne-TalkTalk]

Oh OK,  keep us updated,  I can check on the concerns email for you.

[Plazticfish]

Hi Arne,

Sadly not.

The BTO engineer visited on Monday as per the appt. He advised that there was more work to be done than expected. The node was on the other side of the road. There was no trunking/conduit to cross the road. It appears in the 70's they buried armoured cable without any provision for future technology (or maintenance). He then marked out the areas and took pics to supply to his office, as it would require 'civils' to be involved. BTO Network arrived this morning and are digging up the street now. Oddly I received my very first text  this morning from TT since placing the order back in August, to say the supplier has found an issue and the next update will be on 23/10. This was after BTO arrived with the digger! Nothing from TT (concerns @ttplc) customer service to date. 

Thank you

[Arne-TalkTalk]

HI Plazticfish

Did the install happen? 

[Plazticfish]

Hi Karl,

No problem regards returns bag. Has EERO been shipped, as I have not yet received a text from the courier? No pre work has been done. So CTU fitted , straw and Toby box not yet installed, even before they fit ONT and blow fibre to the Node.. Might be a lot to do in a morning!

Thank you

[Karl-TalkTalk]

Hi

Glad to hear Openreach have arrange an appointment for Monday - we can send a returns bag, but lets wait until Monday and make sure the installation goes ahead.

Karl.

[Plazticfish]

Hi Arne, further update. BTO called and appointment arranged for Monday 14th. Fingers crossed. I assume EERO will be shipped in time, however, I  currently use Vigor130 (will be redundant with ONT) and Ubiquiti USG/CK/SWX and AP's, so not a show stopper if it does not arrive in time to commission. Will you also be sending return packet for the current router (not used).

Thank you.

[Arne-TalkTalk]

I'm sure they will. 

[Plazticfish]

Hi Arne, thank you. FYI BTO have sent a text earlier this morning, to say they will be calling me to arrange appointment in order carry out installation. I noticed a missed call at lunchtime. Let's hope they call back.

Thank you.