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]

Hi Chris,

I'm glad to hear that the team have made contact. They did advise me that they would check this again 24hrs before the appointment so hopefully no further issues and it all goes as planned. I'll check back in with you again on this date.

Have a good weekend 🙂

Michelle

[Chris_M_Ford]

Hi Michelle,

Just taken a call from the team a few minutes ago.

I was told that OpenReach had rescheduled the install date from September 3rd to Friday September 20th with an a.m. slot. I have no idea about 3rd or how yesterday's appointment was made.

I reminded the caller that this was a fibre shift and he was happy with my description  The date is on my calendar. I wait with bated breath and will let you know how I get on.

Also, I have noted your information about the refund for a missed appointment and will check my next bill.

Once again just many thanks for all your assistance in this matter.

Best wishes,

Chris

[Michelle-TalkTalk]

The same to you too Chris 🙂

Michelle 🙂

[Chris_M_Ford]

Thanks Michelle,

You are a star.

We might eventually get this done!

Take care, stay safe and best wishes,

Chris

[Michelle-TalkTalk]

Hi again Chris,

It's no problem at all. I've passed your availability over to the team now and they have just replied to me to confirm that they will call after 1.30pm today.

Thanks

Michelle 🙂

[Chris_M_Ford]

HI Michelle,

Sorry to be a pain. A member of the team called at 10.46hrs and as I was setting up at our foodbank I didn't have a signal. The message on the answerphone said to call back on the number - but no number available. If you can get a correct number for me I can call them back, but if not can they call me after 1.30pm when I will be at home.

Chris

[Michelle-TalkTalk]

Just to add to this, as the missed engineer appointment was due to us then you'll also be eligible for the below. If it doesn't show on your bill in 30 days then please post here and we can sort this for you.

We know how frustrating it can be to wait for an engineer appointment, only for them not to turn up. If we need to change your appointment we'll always aim to give you at least 24 hours notice. If an engineer misses their appointment with you, we’ll compensate you with £30.49 credit on your account. This applies to all appointments, including installations, upgrades and repairs when your service is provided through Openreach, and installation appointments for all other providers.

Michelle

About your auto compensation credit - TalkTalk Help & Support

[Michelle-TalkTalk]

Morning Chris,

No problem and again I am really sorry about this. The team did mention that Openreach moved the date but no comms was sent to communicate this. The team said they will call to confirm that the new date is ok and that they will also monitor this closely to ensure that it doesn't change again.

Michelle

[Chris_M_Ford]

Hi Michelle,

Thank you so much for keeping on top of this. It is much appreciated. I will post again when I hear anything.

Chris

[Michelle-TalkTalk]

Hi Chris,

The team are going to make contact with you this morning.

Michelle

[Michelle-TalkTalk]

Hi Chris,

I'm really sorry and also very annoyed that this has happened to you and that you also haven't been contacted. I've escalated this further and asked them to come back to me ASAP.

Michelle

[Chris_M_Ford]

Hi Michelle,

No, I've heard nothing.

Chris

[Michelle-TalkTalk]

Hi Chris,

Have the team been in touch since my last post? (I've not received an update as yet)

Thanks

Michelle

[Michelle-TalkTalk]

Hi Chris,

I'm really sorry. I'm contacting the team now. I'll post back shortly.

Michelle

[Chris_M_Ford]

Hi Michelle,

No sign and no contact by email, SMS or 'phone. A bit of a wasted morning given that I should have been helping at our community drop-in.

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 🙂