Openreach Upgrade from Full Fibre65 to Full Fibre150 not possible with CityFibre system

[AlanG7]

Openreach want to install FTTP tomorrow to upgrade me from Full Fibre65 to Full Fibre150. But I already have TalkTalk FTTP since 2022 using CityFibre optical cable etc. OpenReach say they cannot do this as they do not have anything to do with CityFibre system. I have tried to get TalkTalk to understand I already have FTTP to my house but nobody at TalkTalk seems to know what to do. I already have a HomeHub, and have now received and set up the Eero box as a WiFi extender and the Digital Voice box ready to connect using existing phone number. The TalkTalk HomeHub already has a socket for phone so how do I use this?

I don’t want OpenReach ripping out the CityFibre cable and equipment which works well, same Up and Down speeds unlike OpenReach. What should I do tomorrow?

[AlanG7]

Spoke to Complaints Team today. As I thought confirmed CityFibre unable to carry out upgrade. Also Digital Voice not available with current package Fibre65. My Account still shows as connected via FTTC so trying use on-line Switch to alternative provider will also cause problems. Would have to Cancel TalkTalk first, confirm CityFibre is disconnected then Switch to new provider. So decided to stay with TalkTalk and carry on with original upgrade to Fibre150 as previously agreed but with OpenReach. Need to keep TalkTalk email one factor and also and keep costs down.

Hope OpenReach re-booking text gets the message to them.

[Michelle-TalkTalk]

Hello again,

I've raised this to our CEO Complaints Team so that this can be case managed and have asked that you are contacted ASAP.

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

Sorry for the delay. I'll take a look and will come back to you with an update.

Thanks

Michelle

[ferguson]

I have alerted the support team again, hopefully you will get a response soon. 

[ferguson]

I have alerted the support team again, hopefully you will get a response soon. 

[AlanG7]

Still waiting for response from TalkTalk. Have updated profile etc. Tried again to contact TalkTalk and CityFibre via on-line Bot, Text and Telephone but just go around and around same questions getting nowhere. No one understands the CityFibre vs OpenReach activation problem. TalkTalk system shows I am still on FTTC via telephone cable but I am on FTTP via CityFibre since 2022. Looks like I will have to switch to another provider.

[AlanG7]

Would like support team to respond. The most obvious solution for me now is to renew existing FullFibre 65 contract with TalkTalk but at a lower price. I was going to switch to a Vodafone 150 but problems arose with this by TalkTalk not recognising I already had FTTP with CityFibre. So tried cancelling TalkTalk my end first and start afresh with Vodafone but Loyalty team offered to match Vodafone deal at lower price and upgrade me to FullFibre150 in the process which I accepted. Now we go round and round in circles because of this TalkTalk/CityFibre vs OpenReach activation problem.

[ferguson]

Wait for the support team here to pick this up, it won't be before Monday now. 

[AlanG7]

As expected OpenReach Engineers arrived, no one told them I already had FTTP and via CityFibre, and they wanted to install their GFast FTTP (new cable from pole to house, OpenReach OTN box indoors etc; decided they could not touch the CityFibre equipment etc, but would disconnect it. Don’t want GFast as CityFibre FullFibre65 is working fine just want the upgrade to FullFibre150 as agreed by Retention Team. Openreach engineer cancelled installation.

Spent many hours on TalkTalk “Help” bot system trying to explain but get passed on to many different Teams and “Experts” eventually telling me can’t do anything have to contact CityFibre. Just as bad tell me Fibre150 in place waiting activation, been over 24 hours now. Openreach keep texting me to arrange another engineer date or will cancel my order. Orders Team keep telling me “good news” FTTP  is available at my location - higher price than “current” order. Someone must know how to resolve this problem?

[ferguson]

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

If you don't want Openreach to go ahead when they show up, just tell them.