Talk Talk installation date problems

Hi,

I signed up with Talk Talk on moving house as the previous owners were with Talk Talk and so I thought that it would be the least painful option.

Unfortunately, the line was being transferred back to BT once the previous owners had cancelled their contract.

Anyway, signed up to the Essentials package, and had the line installed within a week or so, with the promise of broadband within 3 weeks of that date - i.e. due on 29th April.

In the week of 29th April, with no router in the post, I called up to see what was going on, to be told that there had been an issue, and that the date was now revised to 4th June. The CS rep was extremely helpful and apologetic.

Called up again this week to confirm the installation date only to be told that there had been a technical issue, and that the CS Rep had just put a manual order through. He was unable to give an estimated date, so I am even more in the dark now.

Is there any number to call to be able to get through to the Broadband Provisioning team so that I can get an updated installation date?

My order number is NL10277187 in case any friendly Talk Talk CS staff are reading this

Thanks,

Patrick

In reply to a post by PatrickMullin:

Hi,

I signed up with Talk Talk on moving house as the previous owners were with Talk Talk and so I thought that it would be the least painful option.

Unfortunately, the line was being transferred back to BT once the previous owners had cancelled their contract.

Anyway, signed up to the Essentials package, and had the line installed within a week or so, with the promise of broadband within 3 weeks of that date - i.e. due on 29th April.

In the week of 29th April, with no router in the post, I called up to see what was going on, to be told that there had been an issue, and that the date was now revised to 4th June. The CS rep was extremely helpful and apologetic.

Called up again this week to confirm the installation date only to be told that there had been a technical issue, and that the CS Rep had just put a manual order through. He was unable to give an estimated date, so I am even more in the dark now.

Is there any number to call to be able to get through to the Broadband Provisioning team so that I can get an updated installation date?

My order number is NL10277187 in case any friendly Talk Talk CS staff are reading this

Thanks,

Patrick

TT have some very serious provisioning issues at the moment with some customers waiting months for connection. Personally, I would be cancelling and going elsewhere but as your line is probably MPF'd, that might in itself be a problem.

A quick update....

It seems that the broadband order is "stuck" in the system again (making this the 4th time...)

I have had a mixture of experiences now with the New Line team - some great, others not so good.

A very helpful lady today convinced me to give them one last chance to get a new Broadband provisioning order set up, so I guess time will tell. If this one gets stuck then I guess I ill have no choice but to look elsewhere....

Does anyone have any idea why orders like this get stuck in the system? Could it be related to a physical issue at the exchange, or just some issue in one of the various systems that Talk Talk seem to be cursed with?

Patrick

They use the word STUCK loosely they really mean that the order was rejected by bt openreach engineers as there is no physical available infrastructure that belongs to talk talk to connect your line pair to basically, so in using the word STUCK in their system is somewhat misleading, But talk talk continually do this,
They also sold you a product that they are unable to supply, and they more than likely knew this at the time you signed up, take the advice given, find another isp

In reply to a post by tommy45:

They use the word STUCK loosely they really mean that the order was rejected by bt openreach engineers as there is no physical available infrastructure that belongs to talk talk to connect your line pair to basically, so in using the word STUCK in their system is somewhat misleading, But talk talk continually do this,

I am glad someone has explained this as I didn't know that was what Stuck meant, surely if TT know there is no equipment in the exchange to connect to but still let the customer sign up it is illegal and they should be prosecuted.


.

Edited by Jack_Hackett (Fri 18-Jun-10 17:14:07)

I'm not so sure that is what it means. For example, there is also a major issue with Caller Display orders getting stuck in the system too. IMHO, the general explanation for "stuck" is due to a major problem with TT's internal system software where it is often not updated properly to correlate with the real world. So, when you initiate any kind of order on TT's systems, be it be a new account, caller display, etc, that never guarantees that it will actually happen. For whatever reason, orders get lost/stuck on the system (which can of course include lack of capacity, or caller display actually showing as activated, but hasn't been at exchange level).

IMHO, it's the programmers of these systems who are to blame and should probably be sacked so that they can get somebody in who actually know what they're doing. I'm not sure if it is related to the new billing system that was introduced, but things have certainly gotten many times worse since then.

Just a quick update.

Spoke to New Lines on Friday, who have confirmed an installation date and have said that the order has now progressed beyond the point that it had been repeatedly "stuck" at previously.

So, fingers crossed.....

Final update...

Got home last night and the router was connected to the internet!!

After updating the various PCs around the house with 3 months worth of OS / Anti-virus updates, etc, we are finally good to go.

It took a long time to get here, but I thought I'd post to say that it is all up and running to give others whose orders have been "stuck" some hope that it can work out alright.

Patrick

In reply to a post by PatrickMullin:

Final update...

Got home last night and the router was connected to the internet!!

After updating the various PCs around the house with 3 months worth of OS / Anti-virus updates, etc, we are finally good to go.

It took a long time to get here, but I thought I'd post to say that it is all up and running to give others whose orders have been "stuck" some hope that it can work out alright.

Patrick

I just got the phone from an Indian gent trying to persuade me to switch to Talk Talk from Be. I said no especially as my Internet works well for me and I prefer to pay for good service. We have our phone with Talk Talk but I think I might consider checking out other phone providers as I am fed up with Talk Talk hard sale techniques.

Shame they do not put as much effort into sorting out problems!

I just got the phone from an Indian gent trying to persuade me to switch to Talk Talk from Be. I said no especially as my Internet works well for me and I prefer to pay for good service. We have our phone with Talk Talk but I think I might consider checking out other phone providers as I am fed up with Talk Talk hard sale techniques.

Shame they do not put as much effort into sorting out problems!

Thanks for letting us know.