topic Re: Fibre Broadband to New-Build with ONT Box in Broadband

Fibre Broadband to New-Build with ONT Box

bunnonthebass — Thu, 29 Aug 2024 09:50:12 GMT

Morning folks,

We're currently on a Talktalk Full Fibre 900 contract, and are about to move to a new-build property with a pre-installed Openreach ONT box. I've spoken to the customer care team and made arrangements for our contract to be transferred to the new property.

Now, they're telling me our go-live date is 9th September, and this is because of their third-party availability (presumably Openreach). I tried to explain that there is a live ONT box already at the property, which has green lights showing, so should surely be capable of taking a connection if Talktalk were to flick the ON switch.

Is there something that needs to be done requiring a visit by an engineer that means we won't have a connection until 9th September, or are the people I've spoken to just getting the wrong end of the stick?

TIA

Re: Fibre Broadband to New-Build with ONT Box

KeithFrench — Thu, 29 Aug 2024 09:56:12 GMT

I have asked one of TalkTalk's support to pick your thread up and clarrify it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Thu, 29 Aug 2024 11:50:59 GMT

Hi @KeithFrench, appreciate you picking this up and forwarding it on. I've updated my profile as you suggested, so thanks for the heads up!

Re: Fibre Broadband to New-Build with ONT Box

Arne-TalkTalk — Thu, 29 Aug 2024 12:13:21 GMT

Hi bunnonthebass

The provisioning team have advised the 9th is the earliest that our service can be activated by an engineer.

Sorry

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Thu, 29 Aug 2024 12:52:19 GMT

Hi @Arne-TalkTalk, thanks for your response.

Would you mind confirming whether this engineer is going to be coming out to us to do work at the property on the 9th? And if so, what exactly will they be doing? I haven't been able to get any information regarding this from the people I've spoken to over the phone.

Re: Fibre Broadband to New-Build with ONT Box

Arne-TalkTalk — Thu, 05 Sep 2024 10:18:43 GMT

Hi bunnonthebass

For customers with a pre-installed ONT, the engineer will need to check a few details as part of the order and activate the service. The engineer will simply ensure that the service is working at the property.

Usually installation takes a few hours, I suspect it will be quicker due to already installed ONT.

Regards

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Thu, 05 Sep 2024 10:21:07 GMT

Hi @Arne-TalkTalk

Thanks for confirming that. Looking forward to getting online again.

Cheers

Re: Fibre Broadband to New-Build with ONT Box

Arne-TalkTalk — Thu, 05 Sep 2024 10:26:31 GMT

No problem.

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Mon, 09 Sep 2024 21:41:00 GMT

Hi @Arne-TalkTalk,

So activation day has more or less been and gone. I don't have an Internet connection as we approach 11pm, and while I know that Talktalk state that it can be as late as midnight before it goes live, I don't hold out a lot of hope having read stories from others who have suffered similar issues.

Assuming I don't wake up with an active connection tomorrow morning, who do I need to speak to to get this sorted ASAP. I'm supposed to be working from home all week while having work done in the house, so it is imperative that we get up and running.

Thanks,

Adam

Re: Fibre Broadband to New-Build with ONT Box

Chris-TalkTalk — Tue, 10 Sep 2024 10:20:34 GMT

Hi Adam,

Just to confirm, do you still have no connection?

Chris

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Tue, 10 Sep 2024 10:24:01 GMT

Hi Chris,

Still no connection. Am currently on live chat after 2 hours, and he is saying an openreach engineer needs to visit.

I've got the steady blue light on the eero now, but won't connect to the internet.

Adam

Re: Fibre Broadband to New-Build with ONT Box

Anonymous — Tue, 10 Sep 2024 10:54:12 GMT

Hi Adam,

I'm sorry to hear this. Could you also add your Account Number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Tue, 10 Sep 2024 11:02:09 GMT

Hi @Anonymous,

I've added my account number 👍

Re: Fibre Broadband to New-Build with ONT Box

Anonymous — Tue, 10 Sep 2024 11:11:03 GMT

Hello,

I'm currently looking into this and will post back as soon as I have an update.

Thanks

Michelle

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Tue, 10 Sep 2024 11:29:12 GMT

Thank you so much.

As it stands, we have an openreach engineer booked to visit tomorrow. If there is anything you can do in the meantime, however, that would be amazing.

The eero is showing the blue light, but just won't connect. I've tried with both eeros, various ethernet cables, and still no joy.

Re: Fibre Broadband to New-Build with ONT Box

Anonymous — Tue, 10 Sep 2024 11:34:12 GMT

No problem. I've asked our Escalations Team to have a look and I'll post back here as soon as they come back to me.

Michelle

Re: Fibre Broadband to New-Build with ONT Box

Anonymous — Wed, 11 Sep 2024 06:50:26 GMT

Morning,

Apologies, I'm still awaiting an update so I will chase them again.

Michelle

Re: Fibre Broadband to New-Build with ONT Box

Anonymous — Wed, 11 Sep 2024 08:18:15 GMT

Hello again,

This has been checked by our team and they have confirmed that they can't resolve this remotely and that the engineer should be able to fix this today. I'll check back in with you this afternoon to see how you're getting on.

Thanks

Michelle

Re: Fibre Broadband to New-Build with ONT Box

bunnonthebass — Wed, 11 Sep 2024 08:20:56 GMT

Hi @Anonymous,

Appreciate your persistence with this. Fingers crossed for the engineer today!

Thanks,

Adam

Re: Fibre Broadband to New-Build with ONT Box

Anonymous — Wed, 11 Sep 2024 08:31:08 GMT

Thanks Adam. The engineer should be able to get to the bottom of this for you.

Michelle