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

[Michelle-TalkTalk]

Good afternoon,

Thank you for the update. I'm glad to hear that things are now progressing.

Michelle

[Plazticfish]

Hi Michelle,  

I appreciate that you are unable to get involved. E-mail this morning advised Eero on its way. Better news is that line was activated last night it appears. No TXT or e-mail to advise of this. I did receive a call back from Lisa, in a foreign call centre, who assured me she had escalated the activation request and would ask CEO office to call me. She was very helpful and called me, something the CEO office still have not ! My Ubiquiti system now showing 147Mb/25Mb.

As I have a complaint in process, I will update CISAS.

Thanks for your help.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. The CEO Team should be in contact soon. Once a complaint is with the CEO Team then we can't get involved via the Community.

Michelle

[Plazticfish]

Hi,

Missed that reply. My comments were about the installation. This was done, ONT fitted and the engineer confirmed all was working as far as Openreach concerned. So not wasting time. To the point about lights on the ONT. All three sold Green.

Thank you

[DJI_MINI_2_SE]

" have now wasted more than 2 hours on  tech support CHAT sessions this morning"

You may be about to waste even more time, 5 hours ago you ere asked "Did the engineer install an ONT in your property, What lights are currently on the ONT?"  instead of answering you have added more about discussions you have had if you don't answer the question its likely you will be asked again then it'll be tomorrow before you get an answer.

[Plazticfish]

Hi Michelle,

Still no call from the complaints manager. 

I have now wasted more than 2 hours on  tech support CHAT sessions this morning.  Each time I was advised I would be transferred to the correct person only for the session to go nowhere and after 10 minutes of nothing I gave up. So during these CHAT sessions I have found out the line is not ACTIVE. On the 5th February TT messaged me to say the installation would be on 18th between 8am-1pm. This says there was planning and ample time to set up the activation (as well as sending the Eero router). This happened and the engineer tested the connection back to the Openreach part of the system. He suspected, at the time TT had not activated the connection.

Can you do anything to activate the connection today please, after all it's only a few key strokes on a keyboard.

Thank you

[Michelle-TalkTalk]

Hello,

This is what I've asked our CEO Team to chase and provide an update on. Did the engineer install an ONT in your property? What lights are currently on the ONT?

Thanks

Michelle

[Plazticfish]

Hi Michelle,

Thank you, I look forward to the call. Any chance you can also confirm I am connected to the Fibre 150 service and  chase dispatch of the Eero please?

Thank you.

[Michelle-TalkTalk]

Morning,

I've contacted our CEO Team now and have asked that the Complaints Manager contact you as soon as possible.

Thanks

Michelle

[Plazticfish]

Hi Chris, would be very grateful for a call. Openreach contractor called today and installed fibre. I don't have any internet now. The Openreach side all tested out fine according to the contractor. I don't have an Eero. I do have a DG804 which does not connect. My main system is Ubiquiti based, I can't connect with that either. Tried to reconnect to copper and  roll back to Fibre35 with no success.

Thank you.

[Chris-TalkTalk]

Hi Plazticfish,

I'm sorry that this is still dragging on. Would you like me to ask your complaint manager to call you?

Chris

[Plazticfish]

So 6 months after ordering Fibre150, and 5 months after the first installation date was advised, and passed, several text messages in the last few days have warned me to expect the service to be provided today.

However, no Eero device received in advance of the installation, and I still have an open complaint. I'm not expecting the support staff to respond as there is a complaint running, however, someone might want to check if an Eero device was despatched [please].

After receiving the 8 week letter from TT in late January I started the complaint process with CISAS. Oddly enough a day later there was a knock at the door. I was greeted by a contractor working on behalf of BTopenreach  who advised that they would laying the conduit in the pavement,  verge and across my front lawn and drive. I now have another issue as they left a terrible mess on the lawn, verge and pavements. I raised this with TT and have several text messages  in response stating that I would be contact in 3 days. I was not. Last Wednesday I tried again and was advised an Executive Complaint Manager would contact me in 2 days. Nothing again has happened. Yesterday I spent 1hr 40 minutes, mostly on hold, having called the number in the text message, which I assume was to a foreign call centre. What an absolute waste of time that was. Having provided the complaint reference and account details several times, I was first passed to sales and after several more people, I asked  to speak to a supervisor, I was told that they were all in a meeting.  After all that time listening to a delayed, and scripted responses, punctuated with so many "sorry" statements  (which clearly they were not), I threw in the towel. Suitably irritated by the experience I e-mailed Tristia Harrison at TalkTalk plc. Well you never know they might respond, nothing ventured and all that!

Now I wait for BTOpenreach to arrive, and hope that I might be receiving the service I ordered 6 months ago, even if it is only with a DG804.

[Michelle-TalkTalk]

Morning,

Apologies, sorry it wasn't better news.

Michelle

[Plazticfish]

Arne,

Unbelievable.

TT website offers upgrade back in August.

BTO website says fibre available to order at this postcode.

Order placed and install date given. Date passed and nothing.

When I checked told  "order broken" resubmit. Challenged

Order reinstated.

Now, after several requests for an update the latest is that nothing doing until with infrastructure until February 2025 at the earliest, and even then there is no install date.

My current fibre 35 contract ends in February 2025. Will consider options at this point, although of course it's all down to BTOpenreach.

Thanks for the update. 

[Arne-TalkTalk]

Hi Plazticfish

Its not good news im afraid from Openreach: 

" issue has been raised for this task and is now with the Openreach partners for completion of the estimate. The RBD for the final estimate to be completed by is 17/02/2025 Once all required work on this job is done, order will be progressed, and a final installation date will be appointed."

Really sorry. 

[Plazticfish]

Hi Arne,

Two weeks on and still no news on the installation or my complaint to CS. Is anything happening 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.