Warning against TalkTalk Full Fibre

bjammer123

I ordered full fibre recently from TalkTalk because they were cheapest, and I thought it wouldn’t matter too much that they have a very poor reputation for customer service. What a mistake! TalkTalk left my property unable to access Full Fibre from any provider, following some complications between them and Openreach.

After many frustrating telephone calls, failed callbacks and (mostly) unhelpful customer services operatives, TalkTalk were unable to tell me what went wrong, just to go away and take it up with Openreach.

My advice to anyone thinking of getting Full Fibre with TalkTalk: it’s a gamble. Unless the coordination between Openreach and TalkTalk goes without a hitch, TalkTalk’s customer service just aren’t good enough to keep you informed, and you might even be left with no access to Full Fibre at all!

flashg67

I left them years ago as their poor service nearly drove me mad. However, whatever has happened, they need to sort as you can't contact Openreach directly as a consumer. Complaint time if not already done?

wongataa

bjammer123 said:

After many frustrating telephone calls, failed callbacks and (mostly) unhelpful customer services operatives, TalkTalk were unable to tell me what went wrong, just to go away and take it up with Openreach.

TalkTalk are avoiding their responsibilities.  You cannot contact Openreach.  ISPs have to do it on your behalf. Put in a formal complaint.

I will never use TalkTalk after very poor experiences in the past, one of a technical nature the call centre operatives just couldn't seem to understand or if they did their internal systems were incapable of dealing with it.

The_Fat_Controller

@bjammer123 how is it possible that you are unable to access the service from another ISP ?
TT do not own the network !

MM2002

I wouldnt go with TalkTalk if they offered me free internet and £10 a month payment!!! Had the worst customer exprience of my life with them a few years ago, and will NEVER rejoin. I also make the effort to warn others about them. Like Zammo says, JUST SAY NO!!!

bjammer123

The_Fat_Controller said:

@bjammer123 how is it possible that you are unable to access the service from another ISP ?
TT do not own the network !

Basically what happened was there were complications with the Openreach install, Openreach queried TalkTalk but TT didn't respond in time so Openreach closed the job. This seems to have left my Full Fibre access status in a broken state, i.e. when I search for Full Fibre availability now, e.g. through Openreach, BT, TT, or anyone else, my property shows as FF not available, but it is available for all my neighbours.
The issue could be with Openreach but TalkTalk make it impossible to find out because their customer service is so appalling.

Neil_Jones

Last time I was with TalkTalk the online checkers were absolutely adamant I couldn't receive any service at all from anybody.  Presume it was because it was unbundled.

Anyway once I moved away from TalkTalk the checkers suddenly decided yes you can get this, that and the other.  So this is more ilkely a TalkTalk "thing".  You may find once you come back off them the whole world/market is your oyster.

JJ_Egan

OP have you tried the Open Reach web site for can i get xxx .

TOP_CAT

Talk talk staff are a joke the whole outfit is a infected dirty old bandaid .
Always has been always will be hopeless ..... this has been going on for decades now 
I think the corporate compeditive advertising BS is all they ever work hard at.... paying advertising excutives well  who can con the public .

Rodders53

Best (and often quickest) way to get constructive help from TT is via their Online Community... https://community.talktalk.co.uk/t5/Help-with-your-service/ct-p/help

Staff, "OCE"s are only there Mon-Fri but will know who to contact to get things moving and sorted out.  Ensure your profile is completely filled out with your landline number and an alternative contact number.  Don't 'bump' your thread as it'll go back down the queue to answer.  You can usually edit your post if you want to add more information.

But the formal complaint route should also get things done, eventually.

TOP_CAT

Considering the comms buisness Talk Talk doesnt ever want to talk to anyone perhaps they should change ones name to "Text Text!
 Then at that point even when text ping ponging them it may eventually help or may not at all !
The whole point remains on the level of customer service and they are not good at it .