Fleur Telecom - you couldn't make it up!

The_Hornet

I've been helping a friend with a phone/broadband problem over the last couple of weeks. Her husband is ill in hospital and the village where she lives has little or no mobile phone coverage.

A few weeks ago her phone stopped working and then a couple of days later her broadband stopped as well. We went through all the usual business of swapping microfilters, disconnecting everything, plugging in to the main socket etc. but to no avail.

Some months ago she was dumped into Fleur Telecom by her then supplier TalkTalk although she received a letter telling her about this she didn't realise the significance.

At the start of the problem she used a neighbour's phone to contact TalkTalk and was told to contact Fleur. Of course having no phone or internet she didn't know how to contact them which is when I became involved.

Anyway I quickly find Fleur and get a number. I speak to a nice lady and report the problem. We now wait. About a week later still nothing so I call again. Another nice lady and I am told the fault had been reported only 3 days ago(!) and that they had informed Openreach who had responded that very morning(!) Openreach were looking into it. I was assured that even though it was Christmas they (Openreach) would be working on Christmas day if necessary.

Another 10 days pass, still nothing. I call yesterday and this is where it gets surreal. A nice man this time at Fleur. The ticket for the repair has been cancelled. Why I ask? Well the engineer from Openreach needed to visit the house and they (Fleur) tried to make an appointment. How did they try I ask? You know what's coming next ......... "We phoned but got no reply"!! I tried hard to point out the flaw in this but I'm not sure it got through.

Anyway I manage to get another fault ticket raised for her and am told the first available appointment is 8 days away. No amount of pleading that this was a priority case shifted them so now we wait again.

Why would anyone want to deal with a business like this I wonder? Unfortunately I can't persuade her to switch, even though I believe she is long out of contract, because she says her husband always deals with these matters and he can't do it now because he is seriously ill in hospital. All I can do is try and help the current situation along.

parttimeskint

It is unfortunate but is the normal process for any decent telecoms company. If they had just sent an engineer and your friend missed the appointment this thread would be about your friend being charged £130 for a missed engineers appointment she didn't know about.

Is there any reason you didn't leave an alternative contact number when you spoke to them originally? I can appreciate you would not have known a home visit was required but, to be fair, neither would the nice man or woman from fleur.

AnnabellaLaws

Sadly Like the friend of the OP my partner and I find ourselves in much the same problem. November and December, Nov being the month of our dump from talktalk to be dumped on this Fleur Telecom whom we had never heard of until we go a delayed latter from talktalk telling us they were moving all their rural costumers to Fleur, On their site they claim to have been around since feb 2014, yet across the net we are being told by different company registrations there anywhere between 2 years old, to 1 year old to a few months (This should be ringing alarm bells for many.) So I figured "well maybe their just new lets give them a chance". Ughh which I never talked my partner into that! for the first 2 months its been a tennis match between TalkTalk and Fleur on who was owed. we phone Fleur they would tell us we owed talktalk, we would then phone talktalk and they we tell us we owed Fleur, it was a night mare, Then right before Xmas Fleur must have decided "they owe us" the phoned us on a bisy buss on a mobile number that we NEVER gave to Fleur while on a busy packed full bus and tried to get us to read out are card details ON A PUBLIC BUS?! to add to the insult we had told TalkTalk never to use it as like the OP the mobile almost all the time never has signal nor can it pick up voice mails because its so old the voice mail pick up number no longer works because its changed from its old network to EE, but the old network is the one catching the voice mail. I've lost count of the times we've told this to Fleur they don't want to seem to listen. They count of the times we have told them both over the phone and by e-mail now. So hey cut our phone line both ways right before xmas, until a week ago we could not even access the "my account" on their website. our bank account type dose not support D.D's so we cant set one of those up. the whole fiasco is rediculess, and to add continued insult, with out line having been cut since December they now have the cheek to try and charge us for the free anytime to landlines and mobiles top up on the phoneline! they claim we are still in receipt of it and still able to use it. Someone want to explain to me how one can use this top up with a phone line cut off? Thank god the mobile has nothing to do with them.