Openreach incompetence

[activexp]

On the 13 February 2025 I signed up for the full fibre upgrade and was given an installation date of 4th March 2025. At the end of February, Openreach engineers visited my property and told me that some ground work would be required which would be done in 3 to 4 weeks time. By the end of March nothing had happened so I contacted Talktalk support who told me that Openreach would contact me on the 4th April. Nothing happened. 

At the end of April I got a message from Openreach saying that my full fibre installation would take place on 2nd May 2025. When the engineer arrived he was quite alarmed to discover that no ground work had been done and consequently he could not proceed with the full install. He made some calls to the office and basically found that the ground work order and been overlooked and that I would probably have to wait up to 6 weeks for the work to be done.

Naturally enough I was quite annoyed by the incompetence and asked for the ground work to be prioritised.  The engineer said that if he had a magic button to press he would do it but things didn't work that way and if I wanted to make a complaint I would have to do it through Talktalk.

On the 3rd May 2025 I contacted TalkTalk support who said that Openreach would review my order on 6th May 2025 and my complaint had been duly noted. Incidentally, the support agent was under the impression that the installation had been completed. 

It's ridiculous that the ground work has been put to the back of the queue and might not take place until some time in June.

I'm not happy, not happy at all.

[amahle-TT]

Take care.

[amahle-TT]

Thank you, we will also let you know if we get any feedback on our end.

[activexp]

Some progress! Openreach came today 16th May and did the ground work. All cabling present but nothing connected.  Hopefully won't have to wait too long now for an installer but who knows.

[amahle-TT]

Hi there @chris3232, I am sorry to hear that. Please do refer to the thread you have already started or start a new one so we can be able to assist further, thanks.

[DJI_MINI_3]

Of course they use standard replies  as 90 percent of problems will never need to be  escalated do you believe any isp has highly paid technical support at the first stage, the answer of course is no.

[chris3232]

There is a common thread running through a number of posts, two of which are mine. Incompetence and evasion on the part of Openreach, poor communications between TalkTalk and Openreach. And TalkTalk help-desks spread around the world, each using standard replies to dispose of the customer call asap  by staff trying to keep Their calls-handled numbers as high as possible.

[Philile-TT]

Hi there @activexp I may not have experienced what you are encountering right now however, I now know the cause of what you feel right now. It is really annoying to experience a delay in service response. Please use the contact details provided by @KeithFrench for assistance. Please also check your inbox. 

[KeithFrench]

Currently, I think that you will have to contact the full fibre helpdesk. The new support staff on this forum do not yet have access to the full fibre systems to help you.

The full fibre helpdesk is on 0345 172 0074.

Their opening hours are Monday - Saturday 08:00 to 21:00, Sundays 08:00 to 19:00.