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Help picking a CityFibre ISP

I am losing patience with TalkTalk before my time with them has even began.

Someone on their Twitter help page is telling me my order didn't go through. Online support is telling me it has gone through, it's just "processing".

6 days since I ordered and still nothing.
did you call them? did CF text you ?
 
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did you call them? did CF text you ?
Nope - nothing from TalkTalk or CF. I spoke to them on the online chat. I hate waiting on the phone.

They've assured me I'll get an update tomorrow and noted that I want some sort of compensation - who knows. I think if I don't get anything tomorrow, I'll cancel and go with someone else. I wanted to go TT as they seemingly the best network and customer service doesn't bother me too much, but this has been a red flag.
 
Nope - nothing from TalkTalk or CF. I spoke to them on the online chat. I hate waiting on the phone.

They've assured me I'll get an update tomorrow and noted that I want some sort of compensation - who knows. I think if I don't get anything tomorrow, I'll cancel and go with someone else. I wanted to go TT as they seemingly the best network and customer service doesn't bother me too much, but this has been a red flag.
for me i was sent two emails and OR text me to confirm to transfer to my ONT. not sure why CF has not texted you tho as they did to @londie
 
I wanted to go TT as they seemingly the best network and customer service doesn't bother me too much, but this has been a red flag.
They're defo not the best customer service imo, but the service is well worth it. You don't generally have the same issues with FTTP as a normal service so even though CS might not be the best, I'm pretty patient as once it's all setup it will probably be fine. Just my two cents.

Alternatives aren't great for me, if you have Zen in your area that's a good one to try, otherwise it's just a bunch of small ISP's for me at least, all with lack of real peering.
 
I am losing patience with TalkTalk before my time with them has even began.

Someone on their Twitter help page is telling me my order didn't go through. Online support is telling me it has gone through, it's just "processing".

6 days since I ordered and still nothing.
From what I recall it was the same with me and I thought the order must have been lost but it was progressing ok and hopefully it is for you as well.

I never thought I'd go with Talktalk but they were the least bad of the options at the time, Talktalk were not great initially for communications and when they had a major outage their support and reporting were atrocious. However aside from that it's worked well and with it being FTTP there's less risk of issues.
 
Nope - nothing from TalkTalk or CF. I spoke to them on the online chat. I hate waiting on the phone.
You're probably better off phoning them. They were pretty quick responding to questions when I phoned them vs live chat
 
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From what I recall it was the same with me and I thought the order must have been lost but it was progressing ok and hopefully it is for you as well.

I never thought I'd go with Talktalk but they were the least bad of the options at the time, Talktalk were not great initially for communications and when they had a major outage their support and reporting were atrocious. However aside from that it's worked well and with it being FTTP there's less risk of issues.
Can you remember how long it was between order and hearing anything for you? I'm now at a week without any email, so I'm considering just binning them and going elsewhere.
 
Can you remember how long it was between order and hearing anything for you? I'm now at a week without any email, so I'm considering just binning them and going elsewhere.
Looking through my call log I think it was eight days, I phoned them on the 3rd February then received the confirmation on the 11th February and they confirmed the install date on the 14th February which was for the 3rd March.
 
Cn you cancel and go Zen Internet? CF has opened the doors for all providers to serve the areas accordingly.
 
At the end of the day it's in TalkTalk's interest or for that matter, any ISP to get your order processed as quickly as possible as you're not paying them till your service is live.

As mentioned before, you'll probably have more luck phoning them rather than forums/livechat etc.
 
Cn you cancel and go Zen Internet? CF has opened the doors for all providers to serve the areas accordingly.
If I had a pound for every time I mentioned that Zen aren’t available to me… I’d be able to start my own ISP!

At the end of the day it's in TalkTalk's interest or for that matter, any ISP to get your order processed as quickly as possible as you're not paying them till your service is live.

As mentioned before, you'll probably have more luck phoning them rather than forums/livechat etc.
I’m all sorted now! Installation date came through. Now at least I’m waiting for a known length of time.
 
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Arh - Well heres the thing - CF did lock areas by 3 providers at one point. Now they have unlocked it!
If I had a pound for every time I mentioned that Zen aren’t available to me… I’d be able to start my own ISP!

Thats why I thought you may have them as an option for your preferred ISP Service. So I do apologise. And no - You cant have this £1 coin I have here ;)
 
They switched my BNG from Surrey Quays (London) to Swindon. So my latency now to London is always 6-8ms, rather than the usual 2-3ms I had before.. And it's not limited to an increase in latency, the download speed also dropped to as low as 10Mbps, and tends to usually be anywhere between 200-400Mbps but can range at any given time
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1 Week more of this, till TalkTalk for me.
 
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1 Week more of this, till TalkTalk for me.
Yikes! One full more day of tethering to my mobile phone - CityFibre coming on Friday.

After all the troubles, I didn't hear anything about router delivery so I got in touch with them and they said they'd manually order it - I told them someone had told me I'd get two Eero 6 Pros, and they said "ok, I'll send two".

One arrived today...

Is it possible the CF engineer supplies one?
 
Yikes! One full more day of tethering to my mobile phone - CityFibre coming on Friday.

After all the troubles, I didn't hear anything about router delivery so I got in touch with them and they said they'd manually order it - I told them someone had told me I'd get two Eero 6 Pros, and they said "ok, I'll send two".

One arrived today...

Is it possible the CF engineer supplies one?
No CF does not give out routers, only the ONT.
 
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No CF does not give out routers, only the ONT.
Hmm, I knew she'd just said "yes we'll send two" to get rid of me. I'll get on at them again tomorrow. I know the CityFibre 900 packages don't come with two (which is just stupid since OpenReach ones do), but if two customer service agents have said I'd get two, I should really get two.
 
how long have you had this issue for with Vodafone.
Since August~, was hoping the issue would resolve itself after some time, but no luck. Seems they just don't care... Would hope they have some monitoring for this sort of thing, it isn't just me having this issue as mentioned there's there's tons of people who've complained on their forums to no avail, with some of the threads being locked.
I told them someone had told me I'd get two Eero 6 Pros, and they said "ok, I'll send two".
For me they were sure Openreach is 2 Eero's and CityFibre is only 1.
That doesn't really make sense to me as they make larger profit on CityFibre customers rather than Openreach ones so you'd think it'd be the other way around really, no?

I didn't hear anything about router delivery so I got in touch with them and they said they'd manually order it
For me they said it should be dispatched ~6days prior to the installation date, and it would be delivered by Yodel, haven't heard anything yet but not in that window quite yet.

Is it possible the CF engineer supplies one?
Yeah as @YuGi mentioned, CityFibre on the day only come with the ONT. The ISP is expected to provide this before the installation date, makes things awkward if the ISP doesn't follow through with providing the router promptly, when the engineer installed for me last time he tested the connection with my Vodafone Hub before he left.
 
For me they were sure Openreach is 2 Eero's and CityFibre is only 1.
That doesn't really make sense to me as they make larger profit on CityFibre customers rather than Openreach ones so you'd think it'd be the other way around really, no?
One particular agent told me it was because "CityFibre has much stronger signal" 🤔
 
Well just spoke to TalkTalk and they're saying the one router that has been sent to me IS the second router, and that the engineer will bring one to install. Can anyone that's got TalkTalk through CF confirm the engineer does bring one, and that usually, you wouldn't get one delivered before go-live date? I had heard this before to be fair.
 
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