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 

[Michelle-TalkTalk]

Afternoon Chris,

Can I just ask if there has been any sign of Openreach since your last post please?

Thanks

Michelle

[Chris_M_Ford]

HI Michelle,

While waiting for an OpenReach engineer I decided to check on the appointment window and so did an internet search for 'OpenReach appointments' and came across a post in the Talktalk forum which clearly says that I ought to have received an SMS confirming the appointment the day before, and an SMS given the name and contact number for the engineer on the day of the visit.

I have had none of these. Given that there is a penalty payment if I fail to be in if an engineer calls, I will stay here until at least after twelve.

However, you can imagine how I feel about this! Both you and I were advised that this appointment was set up and I think it is pretty clear that it wasn't. As you know, this is the second appointment that Talktalk told me that they had set up - with me at least being advised that the first one was rejected by OpenReach.

Where do we go from here? Can you get any information from your internal contact as to what has gone on and what can be done to get my fibre shifted?

KInd regards,

Chris

[Michelle-TalkTalk]

Hi Chris,

No problem. I'll check back in with you on Wednesday 🙂

Michelle

[Chris_M_Ford]

HI Michelle,

Thanks for that information - very encouraging as I have not had any written confirmation from either Talktalk or OpenReach by email or text. 

Best wishes,

Chris

[Michelle-TalkTalk]

Hi Chris,

Just to add, I've also been contacted by the team to confirm this date too.

Michelle 🙂

[Michelle-TalkTalk]

Hi Chris,

I'm glad to hear that the team have made contact and we'll check back in with you on this date to see how you're getting on.

Thanks

Michelle

[Chris_M_Ford]

Hi Michelle,

Just to let you know that I had a call at 13:16 booking an appointment for a.m. on Wednesday 11th however, I am not holding my breath as so far I have not had any confirmation from Talktalk or OpenReach. I'll keep you posted.

Have a pleasant weekend.

Chris

[Michelle-TalkTalk]

Hi Chris,

I've passed your availability for the call straight over now and asked the team to call ASAP.

Thanks

Michelle

[Chris_M_Ford]

Any time today or Monday (after 10am) or Tuesday. Obviously the sooner the better.

Thanks,

Chris

[Michelle-TalkTalk]

Apologies, when would be the best times to contact you? Could you provide a few dates and times and we can pass this over to the team?

Michelle

[Chris_M_Ford]

HI Michelle,

I just thought that it would be good to recap the situation with this issue. It was first raised on 26th August and 9 days later we are no nearer a solution. If I don't get anything sorted today it will be Monday at the earliest before any progress can be made. When one of the Community Forum team responded to my original post they indicated that the OpenReach lead time was between 10 and 14 days. I go to the Wigtown book festival in Scotland on 26th September for 2 weeks and so there is a distinct possibility that it will be the middle of October before the work is done - which is a little depressing.

None of the above is meant as a criticism of the forum team. I am very happy with the response that I have had from you and your colleagues but somewhere in Talktalk customer service is lacking. 

My apologies if this post seems a bit of a whinge but, having been a Talktalk customer for many years, I have been used to a better level of service.

Take care, stay safe and best wishes,

Chris

[Chris_M_Ford]

HI Michelle,

Thank you.

Chris

[Michelle-TalkTalk]

Hi Chris,

If you're not contacted by today then I'll re-escalate this for you.

Michelle

[Chris_M_Ford]

Hi Michelle,

No call yesterday or today so far - very frustrating!

I am so grateful that you are keeping tabs on this.

Best wishes,

Chris

[Michelle-TalkTalk]

Afternoon Chris,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Morning Chris,

Thanks for confirming. The team have advised that they'll keep trying to contact you.

Thanks

Michelle

[Chris_M_Ford]

Hi Michelle,

They have tried but I missed the call and they left no message. I assume that they will call again but if they ;leave it until tomorrow I may well miss it again as I am very busy with Church stuff (I am a Churchwarden).

Thanks for keeping an eye on this for me.

Best wishes,

Chris

[Michelle-TalkTalk]

Hello,

Have our team now been in contact?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Chris,

No problem. Sorry for the delays with this.

Michelle

[Chris_M_Ford]

HI Michelle,

As always, many thanks for your continuing help.

Chris