New line and Broadband

My girlfriend placed an order for a new line install and for the broad band package
She did this back in July.
She was given a go live date for 3\8\11.
Bt engineer came out and found a fault on the new line at the pole.
He then came back and said the pole was marked as unsafe and would need to be replaced.
Talk Talk then called and said a new engineer would come out on the 19th, and to make sure she was in for the visit.
The engineer came out and asked what he was here for.
She explained about the pole and he said thats not his job and left
its now the 7th today, over a month from her go live date and she has had no information and what in the hell is going on.
We have been in touch with talk talk twice now and always the same reply, We will try find out whats going on.
Is there anything she can do or should she just cancel and go with BT and see if they get it done faster when its one of there own new customers

Replacing poles takes anything up to 6 months or longer. In the meantime no one from Openretch will go up a dangerous pole. Best to wait until it is replaced before you start with a new service provider.

So what you are telling me is that she has to be left with no service on the phone and broadband until BT decide to replace the pole

You could try telling BT the Pole is dangerous and it could fall down. Might concentrate their mind.

Know anyone with a 4x4 that could give it a gentle nudge?

Are any neighbours experiencing problems?

You say it's a new line, was there already a line into the property?

Any possibility of cable or FTTP?

No cable and FTTP is not an option for our area
the pole is in her garden and no idea if anyone has problems with here line

in theory, BT broadband is a seperate company from the BT wholesale or Open Reach engineers who come out and do infrastructure work.

In practice though I think some ISPs get preferencial treatment, maybe BT broadband do, I certainly felt IDnet did when I was with them.

I don't know the reason....maybe some ISPs take special care not to make unnecessary work for BTw or something.

I certainly can't think of anything concrete to help you, except...maybe....some concrete

Hi Iwish,

If the pole is deemed unsafe it would be beyond TT control to resolve this. We need to await resolution from Open Reach, as previously correctly stated Open Reach will not send engineers up unsafe poles, which can take some time.

if you join the TalkTalk Members Forum we can look to advise you further on this by checking the details of the order.

Regards

Mark