Upgrade Status in My Account

[GrantWilson]

Hello,

When should I expect to see an area in My Account to track an upgrade order's progress?

Thanks,

Grant

[ferguson]

OK, do keep us posted.  🙂

[GrantWilson]

Yes, I saw the message. Not a problem, I'll leave it alone until I'm 100% sure I can get it without issue.

[ferguson]

Did you see the message I mentioned from Chris?

• Its not good news I'm afraid, Openreach have now said - No fibre has been built or provided at this location as yet job needs cancelled as no way to give service to customer  - I'm really sorry, I know this must be very disappointing

[GrantWilson]

It's not that I'm unable to currently get it that is causing the frustration. It's that I've been informed by Openreach that it was available and upon putting in an order, it was then cancelled without my knowledge or any communication from either Openreach or TalkTalk - which I already put in a complaint about previously.

After putting in this latest order (which now looks to be getting cancelled at some point), and there being no way I can find to contact Openreach directly to enquire about it - I was just making a request if there was the possibility of the ISP being able to. If not, then that's not an issue and I'll just have to wait until I see them outside the house doing work on the street.

[ferguson]

You do seem really keen to get Full Fibre and equally frustrated that you can't as yet! Chris did mention earlier today in message 33 that Openreach have said it is not yet available at your address, I am not sure what more you can expect at this point? 

[GrantWilson]

Hi Chris,

I'm wondering if someone would be able to contact Openreach on my behalf to determine whether it's an error in the database or not? As I don't want to have them roll it out to the rest of the street and miss us due to their information showing it's available already.

Thanks,

Grant

[Chris-TalkTalk]

OK thanks Grant 🙂

Chris

[GrantWilson]

Okay. I'll keep an eye out for them doing work in my street before I try putting in another order.

Thanks,

Grant

[Chris-TalkTalk]

You can keep the same order but I think it will be cancelled. There's no point placing a new order yet as it will just be cancelled too. It looks as though Openreach are showing that FTTP is available at your address but it isn't.  You could just try leaving it a few months and then place a new order (assuming you don't receive any information in the meantime advising that FTTP is available)

Chris

[GrantWilson]

Hi Chris,

I can't see the fibre entry points (the grey cover) on the outside of any of the houses in my street. The streets on either side of us do, however.

From what I can see checking on https://www.broadbandchecker.btwholesale.com/#/ADSL - it appears that only our address and the one next door (we're part of the same building) show FTTP as available and stating that an ONT may be ordered.

So, do I just keep the existing order and wait until there's an update?

Thanks,

Grant

[Chris-TalkTalk]

Placing a new order would just result in it failing again unfortunately. Do you know if any of your neighbours have FTTP?

Chris

[GrantWilson]

Hi Chris,

Is there any way to find out an ETA as to when the work would be carried out? I had been under the assumption that due to my postcode being available from October to place an order - that the underlying work would have already been completed or at least been in progress?

Does this now mean I have to cancel the order and make yet another one that will likely be cancelled or do I just wait until I physically see Openreach digging up the road before attempting again?

Thanks,

Grant

[Chris-TalkTalk]

Hi Grant,

Its not good news I'm afraid, Openreach have now said - No fibre has been built or provided at this location as yet job needs cancelled as no way to give service to customer  - I'm really sorry, I know this must be very disappointing

Chris

[Chris-TalkTalk]

Hi Grant,

I'll take a look and get back to you

Chris

[GrantWilson]

Hi Chris,

Any updates on the progress?

Thanks,

Grant

[Chris-TalkTalk]

Hi Grant,

Thanks for letting me know, I'm really sorry this is taking so long

Chris

[GrantWilson]

Hi Chris,

I received another text this morning:

"TalkTalk Order Update: Hello we have found a problem with your order. Our supplier needs to do some more work before we can get you connected. Don't worry we'll continue to work hard in the background to get you connected. We'll update you on 11/12/2024. If you need to speak to us please use the link below. talktalk.co.uk/contactFTTPOM"

Thanks,

Grant

[GrantWilson]

Hi Chris,

The latest update is:

"Hi,

This is Openreach on behalf of TalkTalk.

It's taking a little longer than expected to confirm your appointment date. However, we're working hard to make sure you stay well-informed. We'll contact you when we have further updates."

Thanks,

Grant

[Chris-TalkTalk]

Thanks Grant, you should receive another text giving you the opportunity to change the date

Chris

[GrantWilson]

Hi Chris,

Just to let you know that I received a text message on Tuesday 26/11 from Openreach saying:

"Hi,

 Openreach on behalf of TalkTalk.

We have received your order to install Full Fibre broadband at address ending XXX. We will be in touch shortly to confirm your appointment date. No further action is needed from you at the moment."

Thanks,

Grant