Shift OpenReach fibre connection

[Chris_M_Ford]

When I had my Full Fibre installation I had not appreciated how little the fibre could be bent - unlike a copper cable. In the event, as my router etc. is sited centrally in my house, the fibre is running through a downstairs toilet to reach the router location where there is power for the NTU. I have not been able to find a way to protect / disguise the fibre particularly where it goes round corners to follow the wall.

To solve the problem I have installed at gigabit Cat5e cable from another part of the house with easy access through the same exterior wall and with power available for the NTU.

My questions are; how do I go about arranging for OpenReach to do the shift and what are the likely costs?

If anyone can help with advice, that would be great.

Many thanks,

Chris 

[Chris_M_Ford]

Good morning Michelle,

Many thanks for your ongoing assistance.

Best wishes, 

Chris

[Michelle-TalkTalk]

Hi Chris,

I'm really sorry about this. I'm looking into this for you and will post back as soon as I know more.

Thanks

Michelle

[Chris_M_Ford]

Well that was a false alarm!!!

I have just taken a call from Lisa (presumably at LVR) who told me that she couldn't place the order with OpenReach as it was a full fibre shift. I though that I had made that clear at the beginning!. She told me that I needed to call Talktalk on 0345-172-0093 and take option 3. When I called this number there was a message saying that it was not a customer facing number and that I should call on 0345-172-0088 which I did. As there was no obvious option I selected the Fibre sales team on option 4 (I think). After a longish conversation to explain the situation I was told that I would be put through to someone who could help me in customer services. After being on hold for several minutes I hung up as I have other things to do with my life today

I have been a customer of Talktalk for many years. Of course I have had the odd issue but hitherto they have been dealt with professionally and been resolved in a competent manner. This has not been my experience since renewing my contact with Fullfibre+VOIP.

This is not a reflection on the Community Forum support team whose help I have always appreciated and continue to do so.

Please how can this be progressed? I am very frustrated and at my age I can do without the stress.

Kind regards,

Chris

[Michelle-TalkTalk]

Hey Chris,

Excellent, glad to hear this 🙂

Michelle

[Chris_M_Ford]

Hi Michelle,

Call received at 11.30am and appointment set for pm on Monday 9th.

Many thanks for keeping on top of this for me.

Best wishes,

Chris

[Michelle-TalkTalk]

Hi Chris,

They should make a few attempts to contact you. We'll check back in with you tomorrow.

Thanks

Michelle

[Chris_M_Ford]

Hi Chris,

Thanks for your help. I just hope that they don't give up after one attempt given that the signal around here can be a bit 'flaky'.

Chris

[Chris-TalkTalk]

Hi Chris,

I've asked the LVR team to contact your again

Chris

[Chris_M_Ford]

Hi Chris,

I know that it is only just afternoon but being Friday I would rather not leave things over the weekend. Still no call since the one on Wednesday at 10.47am.

How do we now proceed?

Best wishes,

Chris

[Chris-TalkTalk]

Hi Chris,

They will usually call  3 times. If you haven't been called again by tomorrow afternoon please let us know

Chris

[Chris_M_Ford]

HI Michelle,

Thanks for your interest. I missed a call from Talktalk yesterday and the voicemail message that was left asked me to call back but didn't leave a number. When I called the number that had called me, there was just a message to say that I would get another call. I am confused - do you have a contact number for the LVR team?

Take care and stay safe,

Chris

[Michelle-TalkTalk]

Hi Chris,

Please let us know how you get on.

Thanks

Michelle 🙂

[Chris_M_Ford]

Hi Chris,

Many thanks, your help is much appreciated.

Best wishes,

Chris

[Chris-TalkTalk]

Hi Chris,

I've completed the LVR form. You will be contacted by our LVR team to discuss the relocation of your ONT

Thanks

Chris

[Chris_M_Ford]

Hi Karl,

If you could do that for me it would be really helpful. What information do you need?

Chris

[Karl-TalkTalk]

Hi

We can submit an LVR request form here and the Team then make contact with you to arrange.

Thanks  

Karl. 

[Chris_M_Ford]

HI Karl,

Once again many thanks for the prompt attention to my post. Can you advise the best way to contact the LVR team? I must admit that I prefer email or text if those are available options.

Take care and kind regards,

Chris

[Karl-TalkTalk]

Hi

You can arrange via TalkTalk, we have an LVR team that would arrange this, however as it's bank holiday today, they may not be online.  LVR is the name Openreach give to this - Low Volume Request, meaning it's not a fault report.

Standard lead time for Openreach to do this is around 10 - 14 days.

Karl.

[Chris_M_Ford]

HI Karl,

Thanks for your prompt response (and on a Bank Holiday) - it is much appreciated. Given that I am a Talktalk customer do I need to arrange the shift through Talktalk or direct with OpenReach?

Chris

[Karl-TalkTalk]

Hi

Openreach may be able to relocate the socket however they will charge £128 for this option.

Thanks  

Karl.