Joined talktalk fiber 65 engineer hasn't turned up

An appointment was booked when I signed up with TalkTalk for today 8am to 1pm but the engineer never turned up.
They threaten customers with 65 pounds fine if you're not home but they only propose a 5 pounds compensation if their engineer doesn't turn up..... I laughed when I saw that on their website
I migrated from virgin because of lack of flexibility for a new contract and that I get to lose my phone line in the offer they made.....
What annoyed me mostly today is the lack of communication from TalkTalk, it's as if they think that I had nothing better to do than stay indoors and wait for their engineer.
I still haven't received any text message or email from them but this evening my order progress online shows that the activation is delayed because of some technical issue.

Another activation appointment for today but no Joy, The Openreach Engineer came tested the BT Plug with one of his Gizmos and it showed an error 1700m away, so he connected a BT oscillator 87j and he then left to trace the problem outside but he came back later Saying that he can't solve the problem and he is delegating the problem to another team.
Now I am not sure If I'm gonna have Broadband by Christmas... One thing I could do is try and cancel the Order and join another ISP.because home broadband is a lifeline for me
Their customer support is dreadful barely can understand what they're saying.... they put me on hold for another level of support and then I lost connection.
Can anyone give me an advice on how to leave TalkTalk quickly within the permitted 20 days cancellation period, I feel They are not keen on making it easier for customers to leave.

I am on Fibre 65 and didn't need an engineer visit i simply plugged the router they sent in on the day of activation and it worked.

Here is how to cancel but if there is a fault on the line how will that work?



CANCEL YOUR TALKTALK SERVICE

We're sorry to hear you're thinking of cancelling. We believe everyone should be able to enjoy affordable broadband, TV, mobile and calls without problems or frustration; if we've fallen short of this in any way, please let us know.

We'd love you to stay, but if you're sure about cancelling you'll need to speak to us. We'll walk you through your options, discuss any charges and explain how you can return your TalkTalk equipment. You can call us now on 0345 172 0046.

CANCELLING WITHIN YOUR CONTRACT TERM
If you're cancelling before your contract has ended, early termination fees may apply. We'll let you know if this is the case and how much it will be when you speak to us. You can check your contract end date in My Account under My Package.


CANCELLING WITHIN YOUR FIRST 20 DAYS
If you change your mind and want to cancel within 20 days of your order date, you're free to leave without penalty and you'll only pay for the TalkTalk services that you've used during this time.


GREAT CONNECTION GUARANTEE
If you recently signed up for Fibre broadband, then you're also covered by our Great Connection Guarantee. If you're not satisfied with your Fibre connection in the first 30 days of your services going live, you're free to leave us and you'll only pay for the services you've used.

https://community.talktalk.co.uk/t5/Articles/Cancel-...

Edited by Jack_Hackett (Wed 15-Dec-21 19:04:15)

Great response thank you very much for your advice, I'm still withing the 20 days period until the 20th this month, I'll give them a couple of days to sort it out and if they don't sort it out I'll have no option but to leave.
Cheers and thanks again for the advice

In reply to a post by karim31:

The Openreach Engineer came tested the BT Plug with one of his Gizmos and it showed an error 1700m away, so he connected a BT oscillator 87j and he then left to trace the problem outside but he came back later Saying that he can't solve the problem and he is delegating the problem to another team.

If an OR engineer has come and found a fault that is preventing the line from being activated then it doesn't matter who your ISP is. Leaving TalkTalk won't speed the fix up and in fact it might actually slow it down if anything. Have you already cancelled your Virgin connection?

In reply to a post by karim31:

Great response thank you very much for your advice, I'm still withing the 20 days period until the 20th this month, I'll give them a couple of days to sort it out and if they don't sort it out I'll have no option but to leave.
Cheers and thanks again for the advice

Let us know how you get on.

If an OR engineer has come and found a fault that is preventing the line from being activated then it doesn't matter who your ISP is. Leaving TalkTalk won't speed the fix up and in fact it might actually slow it down if anything. Have you already cancelled your Virgin connection?

I mentioned that in my earlier post (quote below) surely leaving is the last thing they want to do at the moment.

I admit my version was a little more cryptic

Here is how to cancel but if there is a fault on the line how will that work?

.

Edited by Jack_Hackett (Thu 16-Dec-21 15:22:39)

Yeah I understand that but I couldn't face Xmax without internet and I am absolutely furious with TalkTalk customer service who can't help even with basic information.
This is the fourth day now and I decided to stay with Fibre and I signed up for an 18month new contract with Virgin.

I tried to cancel today (It is the 17th day since I ordered) and in the first call attempt I was left hanging for about 20minutes so I called again and spoke to a guy who spoke English for a change but the weird thing is he insisted on reading me a statement about the connection will be severed on the 23rd ? (that's 3 days after the 20 days allowed cancellation period), he mentioned that I'd lose Email, they'll record my conversation...and other stuff I can't remember.
I explained to him that my line has never been activated and his statement is irrelevant but he still insisted on reading the statement regardless.
He said I shouldn't cancel Direct Debit or there could be a fine ?(but I already did yesterday)
I asked him if he is sending me a mailing bag for the router, he said yes.
I also asked him to email me his statement and send me a confirmation for the cancellation .... I'm still waiting.
I feel they're trying to be difficult and charge me for something but it should be me who charges them for failing to turn up on the first activation day and failing to fix the problem on the 2nd and third day.
Weird that online TalkTalk account says that my line is activated but before it was displaying "delayed", so I called the Openreach Engineer (who called me once before) and he said that is normal because his part of the job was done and he is passing on the rest of the job to another team?
This whole saga is very confusing and changing ISPs is a major period of stress for me.

I tried to cancel today (It is the 17th day since I ordered) and in the first call attempt I was left hanging for about 20minutes so I called again and spoke to a guy who spoke English for a change but the weird thing is he insisted on reading me a statement about the connection will be severed on the 23rd ? (that's 3 days after the 20 days allowed cancellation period),

You have cancelled it doesn't matter if it is severed on the 23rd we are going through a pandemic with the new variant spreading at breakneck speed have you considered they may have staff off sick and are very stretched.

I explained to him that my line has never been activated and his statement is irrelevant but he still insisted on reading the statement regardless.

They probably have to by law to cover their backsides.

He said I shouldn't cancel Direct Debit or there could be a fine ?(but I already did yesterday)

You say further down "I feel they're trying to be difficult" you really are not helping yourself.

I asked him if he is sending me a mailing bag for the router, he said yes.
I also asked him to email me his statement and send me a confirmation for the cancellation .... I'm still waiting.

Do you think you are the only person he is dealing with you are 3 days away from the 30th give them time.

I feel they're trying to be difficult and charge me for something but it should be me who charges them for failing to turn up on the first activation day and failing to fix the problem on the 2nd and third day.

You have got out under the 20 day rule why do you think they are trying to screw you?

Weird that online TalkTalk account says that my line is activated but before it was displaying "delayed", so I called the Openreach Engineer (who called me once before) and he said that is normal because his part of the job was done and he is passing on the rest of the job to another team?
This whole saga is very confusing and changing ISPs is a major period of stress for me.

This is the problem you don't understand the process and have become paranoid you haven't helped yourself by cancelling your direct debit espacially as you were specifically asked not to if they had charged you for a service they had not provided you could have sued them all you have done now is delay a final outcome.