Terrible service - full fibre

[Stepheng77]

Hello

on 12th February city fibre working for talk talk removed my copper line to upgrade me to full fibre. Only when completing the job did they state there was an issue with the telegraph pole outside which meant they could not connect the full fibre and that I would need to contact open reach. I have no internet or telephone which is a massive problem as we both work primarily from home and my wife is a carer for her mother, which means she has had to go to her office 4 miles away. I am getting no where with your customer service, I have had two open reach engineers around but neither can fix the issue as they need access equipment to look at the pole outside. The only way I can get to speak to anyone with common sense is by threatening to leave - I have refused to pay my bill as I am not paying for a service I am not received 

[Gliwmaeden2]

@Stepheng77, you'd need to wait till c 4th April. If nothing shows by then, chase up with a new thread in the billing section of the forum. 

[Philile-TT]

Hi Stepheng77. 

Please refer to the below link for more information about our compensation policy. 

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

-Phili 

[Stepheng77]

Hello 

When will I receive compensation for the lack of service, phone, internet from Tuesday 18th February 2025 - Tuesday 4th March 2025 - ?

You attempted to install full fibre, it didn't work due to City Fibre and Talk Talks incompetence as the telegraph pole outside my house was unable to service the new connection, at the same time the city fibre engineer cut down my working copper wire connection.  This left us with no internet, phone service for the period stated, your customer service during this period was pretty much zero, promised phone calls from people dealing with my compliant never happened. hours on the phone to customer service agents who really are useless asking questions like - is there a telegraph pole in your house? can I call you back on your landline?

I am now back on the internet due to open reach re-installing my copper fibre connection - 

Could you let me know 

[Chris-TalkTalk]

Glad to hear that your old service has been restored. Have you heard anything further from City Fibre?

Chris

[Stepheng77]

Open Reach have just re-installed my copper wire connection, the one that city fibre chopped down without making sure they could connect the full fibre connection.  It is laughable really, as progress on this has been down to us speaking to the open reach engineers, talk talk customer service agents literally have no clue of the status of our issue, the last update on my account was 26/02/2025 - since then three open reach engineers have visited my house.   When you say you are leaving talktalk you get put through to a UK based call centre- doesn't this say quite a lot about how you as a company view the competence of your colleagues who work in call centre's elsewhere in the world.

So I am glad I have my old internet connection back - I look forward to your future communication and compensation for total loss of service from the 12/02/2024.

[Chris-TalkTalk]

Thanks for updating your profile. Just to confirm, the City Fibre engineers have installed the ONT? If they have are there any lights on the ONT?

Chris

[Gliwmaeden2]

@Stepheng77, if you have no service, the compensation scheme kicks in:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Do not stop paying bills. It can really cause all sorts of problems as it can affect your credit rating and even result in debt collectors etc.

The compensation rate is generous and shows up to 30 days after resolution of the issue. If it doesn't, follow up with a new thread in the billing section  

[Stepheng77]

details updated

[Chris-TalkTalk]

Hi Stepheng77,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks
Chris