matseffect
Pro Member
@meritez
Thank you for the advice. I have put in the postcode of my neighbour directly across the street who's postcode is ever-so-slightly different and have attached a screenshot of the results. I believe FTTP is available for them.
I'm unsure of how to log an Ofcom/Cicas(?) complaint but at my next free moment I will do so, should I tell the complaints manager that I am logging these complaints?
@matseffect
The plot has slightly thickened. I have managed to get a photo of the fibre splitter on the wall outside my house, I unfortunately forgot to take a photo of the one in my living room, I can do this when next home, I have invoices from TalkTalk which shows the FTTP 150 package and my address, along with my now disconnected FTTP service with my account number visible as a screenshot on the MyAccount webpage.
One of the forum staff who has been neglecting my posts did actually confirm that I had FTTP from October 2021 and November 2022, so they will admit that much. What is interesting is that my contract was for 18 months and the MyAccount page does say the contract should end in April 2023. Which confirms it was terminated early by TalkTalk.
I have attached a link the full forum posts documenting my struggles here:
TalkTalk Forum Link
@clivejo
Thanks so much for the suggestion, this sounds like exactly what I am looking for. I think I will attach an email with a folder of all evidence (pictures of devices, invoices, account screenshots, screenshot of staff member confirming I had FTTP) and do what you say. Getting them to admit fault seems impossible. One issue may be that I signed a new contact on the slower 65mbps FTTC, however I could argue this was my only option to continue working from home and I needed it up and running ASAP, which is true. I had no real alternative.
I will send the email most likely Monday/Tuesday. Just to confirm:
- Submit all evidence.
- Ask for previous, working service to be re-instated
- IF they cannot do this, ask for deadlock letter (will this affect my current FTTC connection)?
- Decline the 3 month compensation (I'm unsure how they will proceed if I decline, if they consider the complaint closed as I refused a resolution)?
I would once again like to thank you all for the invaluable help thus far, I really do appreciate it and it's good to have people so helpful guide me through what is an incredibly frustrating struggle.
They won't close the complaint if you decline their offer, they might make a better offer, but they can also issue a letter of deadlock at that stage themselves basically saying this is their final offer and you would have to take it to the 3rd party disputes resolution.
Only thing I would say about deadlock and going to 3rd party resolutions is they are unlikely to be able to help with getting you FTTP back. If talk talks systems say you can't have it they can't force them otherwise they will instead look at the whole journey and decide if the offer they made you is fair.
They might tell talk talk to give you more but I have also heard stories where it went the other way and the person complaining got a lot less than what the ISP was offering before the deadlock (it was a silly complaint though in that case).
You can complain to OFCOM at any time its unrelated to your complaint with talk talk, though OFCOM don't deal with individual complaints as that's not their role, they take note of it and if they got say 100 people complain about the same issue they would look into it. But any complaint to OFCOM is bad for the ISP so tell them you intend to do it.
I would maybe not accept or decline at this stage but send the evidence and see if you can get to the bottom of why you had it before and can't now. To me its sounds like a system error that could be easily fixed once someone actually looks.























