Talk Talk blame BT for bad service

jessegee

We signed up for new line, and broadband 6 weeks ago, and paid upfront for a year to get the best deal.... but still havent got it.

Talk talk are blaming BT openreach for not installing the line, but everyone else round here have internet, and the junction box is right out side our house!
I cant get a straight answer why there is a hold up, except that BT have an infrastructure problem.....what does that mean? They couldnt tell me.......does anyone have this experience?

I've tried ringing BT but they wont answer questions like that.

If it wasnt for the genorosity of neighbours letting us use their internet I wouldnt even be on here.

We are so cross, we've spent lots on mobile phone calls to try and sort it out, we've spoken to a manager there, who promised to get back to us, but hasnt. We'd like to leave , as it hasnt even started yet, but will we ever get our money back?

I'd like to hear from the Talk talk and BT forum reps please!
And the first one to sort us out with a line can have our business.

jessegee

danpk

Infrastructure problems could mean anything really, is your property a new build by any chance? If it is Openreach may need to complete 'Line Plant' work or polling work or there may just be a backlog of work in your area.

TalkTalk like all service providers have little control over how quickly Openreach complete your line, in most cases where there is an active or stopped line in the property this can be done within 2 weeks and without a visit to the home but in other cases there are a lot of things that can need doing.

If your property is a new build and there are sockets already in the home this does not guarantee that there is line already into the home. Has TalkTalk told you whether there is an appointment to the home needed at any point?

I have seen cases where it has taken Openreach upwards of three months to complete a line from when it was ordered and although its not ideal it is the world we live in.

Do you know if there is a line into the property, did a previous occupant have phone and broadband supplied over the PSTN (not VM fibre network)?

danpk

Oh and btw Openreach although a BT Group Business is a completely separate entity to BT Retail that sell phone and broadband packages to customers so unlikely that a BT representative could comment on this as it is an Openreach issue and regardless of which provider (BT, Sky, TalkTalk, Plusnet etc) you chose to provide your services you would have the same issue.

mattyprice4004

Just because there's a box outside your house doesn't mean there's any room for you in it...

Sounds like it could be a full cab or no spare pairs feeding it, you could be in for a long wait unfortunately.

jessegee

Thanks for the replies
oh blimey, hope its not a really long wait.
Its not a new house, its had a phone line recently before , theres a phone socket in the lounge, dont know if it had internet.
I rang BT openreach technicians but they wont discuss because TT are our providers.

I wish I could understand what the hold up is at BT, or if TT are just fobbing us off now they've already got our money...

Is there a way you can check hold ups before signing up with a provider?


jessegee