Hi there,
I placed an order with TalkTalk on 13 December 2015 for fibre broadband, with an installation date of 31 December. The OpenReach engineer never arrived, and when I called TalkTalk they said a case manager would be contacting me that same evening. The first time a case manager did actually call me was on 5 January to explain that OpenReach cancelled the engineer appointment because more work needed to be done (it's a new development) on 11 and 15 January. On 12 January he called again to say it has been delayed until 20 January. When I asked why, he said it was because I requested fibre broadband. (Which doesn't make sense to me, because the exchange is fibre-enabled and regular copper wires are used from the exchange to your house).
I just saw an OpenReach engineer on my street and asked if he could take a quick look. He confirmed that the cabling does indeed already run from the exchange to the distribution point in the sidewalk outside my house, and from there the line has already been pulled through to my house. He also confirmed that the exchange is enabled for fibre. It looks like the only thing that still needs to be done is for the master socket to be installed.
According to my most recent discussion with TalkTalk Customer Support a couple of minutes ago, the system is telling them that OpenReach is waiting for a survey to be completed regarding "pair allocation" at a new site. If "pair allocation" means they need to check if there's a pair (copper wires/line) running from the distribution point to my house, it looks like this is indeed the case.
Which begs the question - why have I been waiting so long and why am I still waiting?
Kind regards,
Gerrit