Significant issues with new fibre plan

[jhoward29]

Hi,

I took out a full fibre plan on 10th November 2024.

Since then I have had extremely limited communication from Talk Talk.

Last week on Wednesday 5th February they sent a staff member round to finally get me connected.

The staff member said he encountered a small problem and that someone would come back that afternoon to finish the job.

No one came and I have had no communication from Talk Talk since.

I called customer service yesterday. I was put on hold for an hour. When I said I had to go as I had a meeting I requested an update via email or a call back.

I was told this was not possible and that I would have to call again when I had more time.

This seems like terrible customer service considering how long I have waited and how I have been treated.

Please can Talk Talk schedule someone to come to my house to finish the installation and let me know the new date as a matter of urgency.

Thank you,

Joe

[Chris-TalkTalk]

I've received an update from our provisioning team - The Engineer has identified that further civils work is required. (blockage) Estimate has been created and job has been moved to Civils team to complete.  The civils team now aim to have all of the relevant safety checks and permissions gained by 2025-04-28 once these are obtained they will set a date for the work to be completed.

I'm sorry this is taking so long to resolve, I know it must be frustrating

Chris

[Gliwmaeden2]

No worries, @jhoward29, it doesn't matter if you reply to yourself on here - everything is visible to whoever reads it but to get into the queue for attention, there's a special escalation, which I did earlier. 

Chris picked it up, so for now this thread is in their sight.

It will lapse again if nothing further shows for about a week, so if that happens, do chase it up again. 

[jhoward29]

i only posted again as i realised i had replied to myself rather than to Michele so i thought that was maybe why no one was responding to me. So instead i sent it to Michele. I won't post again until I get an update. hopefully this will be soon

[jhoward29]

thank you

[Chris-TalkTalk]

Hi jhoward29,

I've asked our provisioning team to check for an update. I'll let you know when I receive one

Chris

[Gliwmaeden2]

@jhoward29, Michelle-Talktalk is not now working on the forum, so it needs to be picked up by another member of the support team. 

I have already alerted staff about this, but it will take longer to reach them again in the workflow if we keep posting. It's really best to give them a bit more time to pick up this thread again before posting further  - it will reach them more quickly. 

[jhoward29]

Hi Michelle,

It has now been two weeks without any communication from Talk Talk despite calling and messaging on here

The only communication I have had from Talk Talk is an email to say that my broadband price is going up

It seems ridiculous that I am getting messages to say that the price of my plan that started in November 2024 is going up.... It is now coming to the end of March and I still don't have working fibre internet despite paying for this for the last 5 months

Please could an update be provided and a resolution offered as a matter of urgency

Best wishes,

Joe

[jhoward29]

Thank you for your help

[Gliwmaeden2]

I've re-escalated this for you, @jhoward29.

Hopefully it will be back in the workflow and picked up again shortly. 

[jhoward29]

Hi Michelle,

It has now been two weeks without any communication from Talk Talk despite calling and messaging on here.

The only communication I have had from Talk Talk is an email to say that my broadband price is going up.

It seems ridiculous that I am getting messages to say that the price of my plan that started in November 2024 is going up.... It is now coming to the end of March and I still don't have working fibre internet despite paying for this for the last 5 months.

Please could an update be provided and a resolution offered as a matter of urgency.

Best wishes,

Joe

[jhoward29]

Hi Michelle,

I am still yet to receive an update on this.

Please could an update be provided as soon as possible.

Best,

Joe

[Anonymous]

Hello,

The team have advised that they have not received an update so they have escalated it on there side. We'll post back as soon as we have a further update. Apologies for the delay.

Michelle

[jhoward29]

Thank you.

Look forward to hearing update shortly.

Best, 

Joe

[Anonymous]

Morning,

I'm sorry for the delay. I've asked the team for an update now.

Thanks

Michelle

[jhoward29]

Hi Michelle,

Thanks for your support so far.

Just wanted to flag that I did not receive an update yesterday.

Is there any update?

Really hoping to get this resolved soon.

Best wishes,

Joe

[Anonymous]

Hello,

I've received an update to advise that this has been escalated further and will now be managed by a Chief Engineering Team who will now manage this through to completion. I've been advised that the next update is due on 06/03.

Thanks

Michelle

[Anonymous]

No problem Joe, I'll speak to you shortly.

Michelle

[jhoward29]

Great thank you for your help best wishes , joe

[Anonymous]

Hi joe,

I've contacted the team again as an update should be due today. I'll post back as soon as they respond.

Thanks

Michelle

[Anonymous]

Hello,

The team have advised me that Openreach are still working on the duct work and that the next update is due on 25/02 so we'll check back again for an update for you.

Thanks

Michelle