Well, its going from bad to worse, and would welcome input and ideas from anywhere at this stage.

I ordered a brand new line install from the Post Office today. (the problem talk talk line is still active).
Engineer confirmed is was connected to the new cabinet 19 all ok as far as that goes. Engineer said when he signed off job it should be updated on the BT dsl checker within a few hours.

Well, just went and checked and I was gutted to see it showing a max connection of 1mb. So this brand new connection is still not allowing the correct fibre speeds to my door.
To say I am gutted is an understatement. I really thought this would work.
To make matters worse, I sent of a lengthy complaint re talk talk and OR to the Ombudsman. Coincidentally, I got a call from the Ombudsmans office today, saying the gist of my complaint was due to an OR issue rather than TT and as such could not take up the case!!
They gave me an OR complaint phone number, but this is useless as a recorded message says contact your provider in the case of a problem!

Where do I go from here, I am exasperated!
Openreach will not do what is needed
Talk talk say they cannot get Openreach to act and are absolving themselves of any blame.
The Ombudsman says this is an Openreach problem and won't help me because they have no jurisdiction with OR
A new line connection doesn't work
and Openreach cannot be contacted!

I am rapidly running out of options but I am truly baffled now from a technical standpoint, of why this new connection is not showing that I can pick up a full fat 80/20 fibre connection from this new box. The current TT connection MUST be having some bearing on this. HELP!

Edited by deleted (Mon 23-Mar-15 18:09:45)

As the line has only been connected today it may not yet have updated the info required by the availability database

In reply to a post by Pauli1:

I ordered a brand new line install from the Post Office today. (the problem talk talk line is still active).
Engineer confirmed is was connected to the new cabinet 19 all ok as far as that goes. Engineer said when he signed off job it should be updated on the BT del checker.

Well, just went and checked and I was gutted to see it showing a max connection of 1mb. So this brand new connection is still not allowing the correct fibre speeds to my door.

The checker takes a couple of days to update - so if it was only installed today, leave it a while and see if it changes.

is it likely to change?

I presumed once it had updated, and was readable from the dsl checker it would reflect the true situation. This is what it is showing from todays install.
Is it possible it could move from this over a few days?

[IMG]http://i258.photobucket.com/albums/hh242/Pauli363/SH...[/IMG]

Edited by deleted (Mon 23-Mar-15 18:28:28)

The database isn't updated instantaneously after installation of a line, it takes some time for the data to find it's way through the various systems - usually a day or two - so it's possible it may change.

Appreciate it's frustrating after all the issues, but give it a couple of days before losing all hope.

Don't despair, it does take some time to update. Quite possibly more than just one day - in fact I'm surprised you can get your phone number through the system already. I've had times when the records for phone number & address go through on different days.

And... even if it has problems, you have another ISP to complain to. This one should be easier

If the number given to you by the ombudsman doesn't answer, go back to the ombudsman to get another route.

Oh. And the whole case should go to either Ofcom or the directors of the BT group, as an example of why the Openreach separation is not working well for end-users. Or both. In fact, didn't the new boss for Openreach say they needed to act more for the needs of end users in a speech when he took on the job? Perhaps an email in his direction is another option.

thanks. I have no lack of energy to get this sorted. Apart from really needing a decent connection as I work from home, it is really frustrating that a terrific connection is available on my doorstep but for Openreach's incompetence and downright stupidity in doing what they did, and now their complacency and obstinacy over putting it right.
I am going to keep pushing by whatever means I can to have this sorted and even then, I am going to pursue Openreach until I get a reason as to why this has happened and why it was allowed to fester. Its not on.
How such an important body can shun any public accountability is a disgrace.
Fair enough if providers were able to act efficiently as an intermediary, but when OR frustrate them as well, then its time something was changed.
You would have thought the rollout of a fibre improvement scheme that actually resulted in a WORSE scenario for an end user would be a top priority, it seems not.

The new line at my daughter's flat showed as up to 1 Mbps for at least couple of days after the install despite the line being less that 1km and was syncing at 22 Mbps (ADSL2+).

1 Mbps seems to be the default speed shown for any new line.

Has gone from this yesterday

[IMG]http://i258.photobucket.com/albums/hh242/Pauli363/SH...[/img]


to this today.

[IMG]http://i258.photobucket.com/albums/hh242/Pauli363/Sc...[/IMG]


Hopefully this could be an indication that the dsl checker is still updating

Edited by deleted (Tue 24-Mar-15 08:54:27)

Well, you'll never believe it...


Sorted!!!!

As of this morning I am registering 80/20 from Cabinet 19!

To say I am ecstatic is an understatement. 6 months of pain to get here.

So after all that how did it happen? I contacted the stormtroopers at AAISP as a few had suggested, and within a week they had it addressed. I have been advised that it was a records issue and contact was made from AA to BTW who in turn contacted Openreach and got the thing sorted. I got an email this am, and by 11.am the DSL checker was showing a full 80/20 service from the new Cabinet 19. I had actually got to the point of snarling at that cabinet each day as I drove past it. A painful and cruel reminder of what I was missing with its big coloured "Fast Broadband now available" poster on front!!

So what can I say? A massive thank you to AAISP. I won't name the chap who helped but he is a superstar. I am now in the process of changing service to AA. They are a bit more expensive, but if this is the level of service provided, it will be money well spent.

Lesson learnt. Never give up. It seemed that I would never get this addressed, but if you escalate things methodically and work through your options you will get there. In the meantime, I have contacted the Ombudsman again re shambolic Talktalk, and I am not resting until they take action over the nightmare they put me through with this.

So hopefully in a few weeks Ill be all fibred up again at hitherto unseen speeds!

Many thanks to all who contributed to this thread. Your advice has been very helpful and I will keep coming back for hints and tips.

Good luck.