Really hope someone can help me. I was meant to be switching from Sky fibre to Talk Talk fibre last Friday and with my old phone number being ported on Monday. My new hub arrived on Thursday and I was advised an engineer would be round between 1pm and 6pm on Friday to get my internet working so I thought I was all set to go....
Friday at 8am the Openreach engineer arrives, bit early , but better than being late. Tells me he's ready to install my new socket, then sees I already have a recently installed master socket when i moved to Sky 2 years ago and seems quite happy. So we plug in my Talk Talk hub and it flashes orange and blue for a while then a constant orange and that's it. No internet, although i notice my phone still works. He tells me it's all sorted on the exchange side and i just need to phone talk talk and get it activated their end. Sounded simple enough... So I phone Talk Talk (the first of dozens of calls) and they tell me that it will take up until midnight.. I wake up Saturday. No change. I phone back and I am then told it will be activated on Monday... In the meantime I thought I'd try my old Sky hub and it still works! So I use that over the weekend. Monday comes and sometime during the day my sky hub stops working and so does my phone. Another call to the soul destroying service team and I am then advised that it will take up until midnight on Monday and will start working. I also received an email from Talk Talk telling me I was all up and running (oh and they have prepared my first bill as I am now apparently live....). Tuesday comes round, My children by this time have used all their mobile data, my wife is unable to work, no phone line no internet still (my hub now flashes orange btw) So I call back. Around an hour on the phone running through the same things again over and over. I ask for an openreach engineer to be assigned. I am then told I will have to pay for one. Er no, so I ask for the persons manager. I am then put on hold for another 20 mins whilst the unhelpful Nadia tries to fob me off with her manager being on the phone still and did i still want to wait. Yes I did... Then oddly she gave up and said her manager he authorised a non appointment Openreach fix/engineer and that it would take 72 hours. So fast forward to today and whilst at work I thought I'd try to live chat and get an update to see if they had heard back from Openreach. To enter the live chat I had to enter a load of details. Once someone became available I then spent 20 mins running through the same security information. I was then asked what my fault was (having no phone or broadband). The person seemed surprised and then told me I was through to the wrong department. I was then transferred to another hopeless person. I asked for an update on my Openreach engineer.. I was then asked whether it was a house appointment or an exchange one, I said you tell me! They clearly had no idea about it. I was then told the fault had been fixed. That's great I said , can you email me confirmation of that. No they said. Oh I said.. How do you know it's fixed then? I should get a text they said. Well I haven't got one I said, so how do you know? Virtual tumble weed.. Oh I made a mistake, it'll be fixed later today probably. So it's not fixed then and you lied I said. Can you phone Openreach I asked to get an update. Er no I can't as we are only a chat team. So another complete waste of time. I have saved this chat by the way. Anyway I don't want to be negative and am really looking forward to actually using the Talk Talk fibre service but it's causing a massive disruption having no internet in a house full of tech and kids. If anyone can help escalate this in Talk Talk I would be so grateful.