TalkTalk fibre installation hell...

cagneyh

Hi,

Looking for some advice on my next steps on the broadband order that is ruining my life!!

We (me and my partner) moved to a new one-bed property at the beginning of July. Having suffered 0.3 mb/s speeds previously in our last flat share, we wanted to go for fibre broadband, and TalkTalk 38 mb Essentials + Fibre (1st year cost £271.50) seemed the way to go, because it was only actually £100-ish a year more than the most basic 8MB broadband package. We signed up to the service on July 3, and were given a July 22 installation date.

On July 22, my partner waited at home all day .... no engineer! BT openreach phoned me the next day to apologise that an engineer couldn't come, and gave a new installation date of July 25. Talktalk then texted me to say that it was moved back a day to the 26th. My partner waits at home again .... no engineer!:(:(

Obviously very annoyed, I rang the TalkTalk customer services, who say that the appointment 'could not be confirmed', so the engineer was never sent out in the first place, and that they would ring me in 48 hours to arrange a new appointment. Four days later, no phone call, so I rang them and was given a new appointment of August 14 (!). They then texted me to push the appointment back to August 16(!!).:eek:

August 16 rolls around, and what do you know - no engineer! :mad::mad: I ring TalkTalk, they say that again the 'order could not be confirmed' and that they will ring back in 48 hours. They don't. I ring, and am told that because of flooding in Manila their call centre staff are a bit overwhelmed (fair enough), and am asked to ring back in a day or two.

I ring today (August 22!!!!!) and am told that the order is with the customer resolution team, and they are waiting for a response from BT openreach. They will ring me on August 24. Obviously I am not very hopeful!!

So, dear moneysavingexperters, what do you advise me to do? Do I stay with TalkTalk and hope they connect us, or leave for another company? My main priority is getting broadband ASAP - this is really affecting mine and my partner's professional lives (I work from home in the evenings, he is jobseeking). Is there any way to get some compensation from TalkTalk for this omnishambles?

The only other provider offering fibre at this price is Primus, and from what I've read about them online they are even worse than TalkTalk!

Thanks in advance for all your help....

JJ_Egan

Problem is BT OpenReach .
Try the |Talk Talk forums to get CS response .

jje

cagneyh

Thanks - will try that and update!

Buzby

Talk Talk don't install Fibre. You get copper, the same as everyone else!

adindas

Buzby wrote: »

Talk Talk don't install Fibre. You get copper, the same as everyone else!

Could you please elaborate more ?

From this link they do fibre optic broadband .....

https://sales.talktalk.co.uk/product/fibre/v-fibre/affiliate?portalId=TTDRIVE&WT.mc_id=18_145041&k_clickid=485f88c4-be23-87e8-a260-00004dd7ca86&WT.srch=1&gclid=CJXasLrhk7kCFSGWtAodLSYAWA

macman

It's FTTC (fibre to the cabinet). The cab to property connection is the same copper wire you've already got.
All FTTC services are simply a resold BT Wholesale product, so regardless of which provider you contract with, it'll still be BT OR doing (or in your case not doing) the install.
OR are overrun with Infinity and FTTC demand and don't have enough engineers to keep up with orders, Add that to TT's notoriously hopeless CS and it's never going to be a smooth path.
Since your service has not yet commenced, you are not entitled to any compensation (and there is no SLA anyway on a residential contract).
If the service is mission critical 24/7, why did you contract with TT?