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on 26-08-2024 10:22 AM
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
2 hours ago
Hi Michelle,
Just to let you know that I have had no communication from OpenReach with regard to tomorrow's appointment. I was advised that they would be in touch the day before and on the day.
As my elderly mother would have said, "I am confused.com".
Chris
9 hours ago
Hi Chris
Ok, leave this with me and I'll post an update back.
Thanks
Michelle
9 hours ago
HI MIchelle,
In my account it just shows that the outstanding balance is the same as the September bill. There is no sign of a credit.
Chris
10 hours ago
Hi Chris,
Could you log into your My Account for me please and check to see if the credit/refund is showing there please?
Thanks
Michelle
yesterday
Hi Michelle,
You did ask me to ;let you know if my next bill did not include a credit for the missed appointment. I have just been advised that September's bill is for the usual monthly charges.
I am looking forward to a successful visit from OpenReach on Friday and will keep you [posted.
Take care and stay safe,
Chris
on 12-09-2024 02:00 PM
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
on 12-09-2024 01:57 PM
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
on 12-09-2024 12:06 PM
The same to you too Chris 🙂
Michelle 🙂
on 12-09-2024 12:04 PM
Thanks Michelle,
You are a star.
We might eventually get this done!
Take care, stay safe and best wishes,
Chris
on 12-09-2024 11:58 AM
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 🙂
on 12-09-2024 11:20 AM
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
on 12-09-2024 10:30 AM
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
on 12-09-2024 10:22 AM
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
on 12-09-2024 10:19 AM
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
on 12-09-2024 10:07 AM
Hi Chris,
The team are going to make contact with you this morning.
Michelle
on 12-09-2024 08:17 AM
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
on 12-09-2024 08:10 AM
Hi Michelle,
No, I've heard nothing.
Chris
on 12-09-2024 07:36 AM
Hi Chris,
Have the team been in touch since my last post? (I've not received an update as yet)
Thanks
Michelle
on 11-09-2024 12:34 PM
Hi Chris,
I'm really sorry. I'm contacting the team now. I'll post back shortly.
Michelle
on 11-09-2024 12:33 PM
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