When is an order visible?

[zebidee88]

Hi, I placed an order for FTTP 150 and voip with a dva five days ago. Looking in my account to check on it,  it says I have no recent orders, is this normal and it is too soon to see it there, or should I be slightly nervous? The swap date is 31/10

[Michelle-TalkTalk]

Morning,

I'll continue to respond on your other topic in regards to the Digital Voice/Voip issue.

Thanks

Michelle

[zebidee88]

The engineer was back again this morning and so was a hoist, speedily connected to the telegraph pole and installation completed. He left a couple of hours ago saying things will settle down over night. The speed when he left was 151 and at the moment it is 67 so hopefully it will settle down. 

One worry is that the DVA only has two blue lights, power and internet, when first switched on all three light for a second but only two remain on. He had not seen an Eero before and seemed uncertain about the phone, DVA if I try and make a call I get a dialling tone on the phone but as the number completes it changes to what sounds like a rapid engaged tone, while doing this the blue light flashes on the DVA. Whilst he was here he was checking things on his phone and one item was release phone and he asked me what it meant.

At the moment we have an old wired phone attached to the old phone line until the DVA sorts itself out On the back of the DVA there is one flashing green light and one steady amber light.

[Gondola]

Just to add about the size of the ONT installation. Yes the bare single port ONT is about the size of a standard line Master socket. Openreach contractors tend to fit just the bare ONT to the internal wall and have a hole through the wall for the optical fibre cable connection that may or may not have a wall cover fitted to hide the hole. A cover should be fitted but often is not.

The better installers fit the cased ONT product. When the install is to a standard recessed wall socket, same as for electrical wall plates, then the installation will always have the cased ONT surface mounted to that wall socket. The case can be surface mounted to any wall and the entry hole for the fibre optic cable inside the case and hence the cable is protected from accidental knocks. It's this case that's approximately A5 size. 

[zebidee88]

The BT engineer arrived this afternoon but it was not a case of third time lucky as he said he needed a cherry picker and when he phoned up there was not one available. Wherever TalkTalk says there will be a pre installation check carried out to check for problems or obstacles needs to be amended as BT no longer do so. 

Also in case it is of help to anyone having fibre fitted, the ONT box is about the same size as the old BT phone socket and not A5 size as customer support told me.

When I was shopping around and called Zen, after looking up my postcode and house number, they immediately told me a cherry picker would be needed, they appear to know more about the BT network than BT.

[zebidee88]

I sent BT an angry text and got a reply apologising  and asking me to book an AM or PM appointment on or after 3rd November (tomorrow) so I requested the 3rd.  Shortly after I got another text saying the 3rd was not available

Later on I got another text offering choices of A 7th Nov  am or B 7thNov pm or C 8th Nov am or another date on or after 3rd Nov if they didn't suit. Why offer the 3rd again if it is not available?  The outcome is that they are now booked for B 7th Nov pm. 

The original booking was 31st October so the new contract started just before the old one expired, that was changed to 1st Nov by BT and now to 7th Nov, I suppose I will be charged an arm and a leg during  the four days between the end of my current contract and the delayed (not by me) start of the next contract which is in no way my doing. 

[zebidee88]

Hi @Arne-TalkTalk  It is now 15.40 and no word from BT, the light is now failing so I doubt if anything is going to happen as a ladder would be needed.  The install date should have been 31/10, then BT moved it to 01/11 and have no showed. I have copied and pasted the two emails from BT below.  I even moved all the furniture in the front room to give unrestricted access so what happens next?.

Here is the first BT text, I replied this afternoon would be fine, but no reply to my reply

 Dear Customer,

Due to unforeseen circumstances the engineer scheduled to attend your telephone installation today has been unable to attend work today. We are working to resource another engineer but have so far been unable to do so.

If we can resource someone it may not be until this afternoon. Please can you advise if you are available this afternoon?

Alternatively, if you would like to reappoint please let us know and we will ask your service provider to arrange this ASAP.

Apologies for any inconvenience.

Kind Regards. BJ Q........

Here is the second text from BT

Hi it's Openreach. Your engineer <Unallocated> is connecting your service on behalf of your Service Provider. If they're not at your property they may be working on our network.

Our engineer will still need access to your property to complete the installation.

[Arne-TalkTalk]

Hi zebidee88

I will check with the provisioning team for an update on this. 

[zebidee88]

Hi @Arne-TalkTalk  after four text messages from Openreach telling me they are coming between 08.00 and 13.00 today, at 11.13 they sent me a text saying their engineer has not attended work today and they will try and see if they can find one for this afternoon. At 10.01 I had a text from TalkTalk saying it was nearly time to turn off my normal landline.

Is it safe to assume the BT engineer arranges the swap from copper to voip and TT will not turn my phone line off until Openreach have attended? 

If Openreach do not attend today who arranges a replacement appointment Openreach or TalkTalk?

[Arne-TalkTalk]

Thanks for the update.

[zebidee88]

Hi @Arne-TalkTalk   I have not been emailed by Yodel with an eta for my equipment yet. My install is due at 08.00 on Wednesday so I would have thought my Yodel delivery would be Monday with an email today. There is still nothing showing if I try and find or track my order in my account. I might be jumping the gun but if I wait until Monday to see if there is an email it might be too late for anyone to do anything if something has been over looked. BT have confirmed for 08.00-13.00  Wednesday.

Update to the above.

Yesterday (Saturday)  at 01.44 I got an email from Yodel saying they had the package and it was due for delivery on October 31st, brilliant as we would both be in.  Around mid day it turned up, luckily my wife had just returned home as by that time I was two hundred miles away. So things are looking good, fingers crossed all goes well on Tuesday and my Eero is well behaved and doesn't transmit on a 5 hz channel I cannot use or an update is pushed out.

[Arne-TalkTalk]

Should be with you shortly.

[zebidee88]

Thanks for that, I have just had a second text from BT confirming the date and time.  Just waiting for evry or whoever will deliver the router and dva to let me know they will be making a delivery.

[Arne-TalkTalk]

There will be a automatic refund on the next bill as your new contract doesn't start until the new service goes live

[zebidee88]

Hi @Michelle-TalkTalk   I have just been sent the bill for next months payment by TT.  Rounded to the nearest pound my current contract is £26 a month, my next contract is £32 and they have sent me a bill for £42.  They are charging the full price copper broadband and for a boost which is currently free. The boost will be non applicable when I am changed over as it will be replaced by a different boost.

If anything I would have expected to be charged for the new contract which is still not visible in my account. The £42 is more than it would have cost to transfer to Zen.

[Michelle-TalkTalk]

Morning,

If you don't receive any confirmation by next week then please let us know and we can re-check this again for you.

Thanks

Michelle

[zebidee88]

Hi @Arne-TalkTalk thanks for confirming which date is correct I will rearrange things to suit. I have been with TT since they first launched with the Thunderclap Newman adverts, they have always fallen down on keeping customers up-to-date, I still can't see the order details on line, an email from customer services would have gone a long way. . Thank goodness you and your colleagues are here to help. Thank you.

[Arne-TalkTalk]

HI @zebidee88

We have checked and the date has been moved to the 1st, is this going to be a problem?, if so you may have to contact the Full fibre team to arrange it for a different later date, I suspect engineer availability is the reason for the switch. 

Sorry for any inconvenience this may cause.

[zebidee88]

Hi @Arne-TalkTalk  here is a screen shot of the text message that was sent to me

[Arne-TalkTalk]

Hi @zebidee88

I have looked at the order and it still shows 31st we have had no request to move the appointment either. 

I'll see if I can find any more information.

[zebidee88]

I got a message from BT today saying they are coming on 01/11/23, so the date has been changed without notification as it was booked for a time when there would be someone in. I wonder if the order will be visible fairly soon now they have changed things.