Phone line from street pole to house - whose responsibility?

Jammynot

Our phone line has pulled the end of our soffit board off and is hanging down, gradually pulling the clips off the brick wall of our house. We've phoned Talk Talk (with whom we have the contract) numerous times, but they adamantly say that we should contact BT Openreach. We have, numerous times now, and they (BT) say it is up to TAlk Talk to instruct them (BT) to put it back. Neither will budge. Could the Talk Talk representative, or anyone else, comment please ?

jaybeetoo

http://www.openreach.co.uk/orpg/home/contactus/contactus.do

[Deleted User]

Jammynot wrote: »

(BT) say it is up to TAlk Talk to instruct them (BT) to put it back.

Chammy84 wrote:

it needs reporting to Talk Talk who will need to report it to them.

Yes, this is correct-you must complain to Talk Talk who will then instruct Openreach (who are part of BT).
I don't understand why Talk Talk are refusing to co-operate.

adouglasmhor

Because they are useless, they will next tell you it will cost you £50, it won't and if they try to bill you threaten them with court and they will back down.

Jammynot

Thanks to all who replied - BT responded (after 2 rounds of emails, and a bit of shoving) and turned up today to sort it. I also complained on Twitter about TalkTalk, and they responded almost immediately - worth bearing in mind in future!

egrescrimp

I know TalkTalk's call centre's are very hit and miss, but are you on their LLU kit or do you have some kind of legacy service where the voice is with BT? perhaps they wanted you to raise it as a voice fault if that was the case? otherwise just sheer incompetence by the agents you've spoken to and you should claim some kind of compensation from them.