Bear with me - a sorry tale.
I placed an order for Faster Fibre with Talk Talk on 1st March with an activation date of 13th March. I have received 16 text messages from Talk Talk during that time saying that they are having a problem and that "if it affects your activation date" they would let me know.
No-one let me know.
I have been onto the call centre in South Africa 7 times and done the chat program at least 5 times.
I have had promises from BT Openreach via TalkTalk 6 times of activation dates / engineer visits and I have also been at home for 5 hours waiting for an engineer with no-one turning up.
As of today I still don't have Fibre.
The problem has morphed from "no capacity in the cabinet" - meaning all my neighbours in that cabinet have fibre and BT Openreach either don't have a spare port and have not yet added further capacity or, as I now believe is the problem, there are ports but they are broken and need fixing.
My real gripe is that the technical problem sees to be at BT Openreach end but no-one at Talk Talk offers me any resolution or puts pressure on BT Openreach on my behalf. I get misinformation, poor communication and apologies from TalkTalk.
The automated systems are diabolical - 16 text messages, talktalk staff contacting me to see if my fibre has now been connected and very few TalkTalk staff coming back to me.
Finally today, a BT Openreach engineer contacted me - he couldn't fix the problem either - but I got more sense from him than I have from TalkTalk in 41 days. As I have been writing this missive yet another email from Talk Talk - there will be a small delay in getting you up and running - has been sent to me. That's 10 of those emails too!
In total I have had 31 contacts from TalkTalk and still no fibre.
I can speak to the ombudsmen very shortly - I can't wait - what a catalogue of disasters from a technical and customer service point of view and no-one taking ownership of the situation!
