topic Re: complaint in Fibre

complaint

Blackknight1 — Fri, 20 Sep 2024 10:09:38 GMT

so was upgraded to fibre , worked for a while then new router kept failing - switching it off and on again ceased to work - so replaced it with my old router which is still working but doesn't have a phone connection. Phone used to run through telephone line which defunct after upgrade to broad band.

I have been through 3 new routers all of which only flash red/orange for ever and never return to blue. ONT hub is missing 3rd green light when new routers used.

i have spent over 10 hours on phone to talk talk and no one can help. line tests completed again and again and a btconnect engineer has been sent out to waste his time as all was working which we knew

have I got another faulty router or am I missing something that no one knows

Re: complaint

Anonymous — Fri, 20 Sep 2024 10:11:37 GMT

Good morning,

I'm sorry to hear this and we can look into this for you.

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 10:23:38 GMT

updated

Re: complaint

Anonymous — Fri, 20 Sep 2024 10:25:41 GMT

Hello,

Thanks for the PM. I've run a test on the line now which is clear. Which make and model of router do you currently have connected at the moment please? Have the lights changed on the router today?

Thanks

Michelle

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 10:38:31 GMT

yes the line is working

device connected is old router DG8041W-2TS

this is working but doesn't have a phone connecter

new routers that don't work are FAST 5464-2-T4

they have a phone / digital voice connecter

Re: complaint

Anonymous — Fri, 20 Sep 2024 10:40:55 GMT

Thanks for confirming. So all the new routers that we have sent won't connect to the ONT at all? Was your FTTP connection set up by CityFibre or Openreach please?

Michelle

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 10:51:56 GMT

i think it was openreach

it did work for a while

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 10:52:40 GMT

none of the new routers connect they just flash red all the time

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 10:54:17 GMT

no third green light on ONT box either with new routers

so they are not communicating with ONT or wifi

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 11:08:13 GMT

According to guidance you should be able to plug them in and away you go

I also asked that could i have a router that had been tested as the previous two hadn't worked

I have spent hours and hours on this

the proceedure seems to be

1. check line

2, send a bt connect engineer

3, confirm line working

4, close file

5, repeat

I then have to request new router in vain hope that one will work and send old one back otherwise I get charged

then I get texts from talk talk telling me they've found a solution

I'm assuming the only way to fix this is cancel my direct debit and find an new provider?

Re: complaint

Anonymous — Fri, 20 Sep 2024 11:09:48 GMT

Hi,

Thanks for confirming. Would you like us to arrange for our Faults Escalation Team to contact you directly.

Thanks

Michelle

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 11:17:55 GMT

yes please

I would just like it fixed

Re: complaint

Anonymous — Fri, 20 Sep 2024 11:19:00 GMT

Hello,

When are the best times to contact you and I'll pass this over to the team?

Michelle

Re: complaint

Blackknight1 — Fri, 20 Sep 2024 11:41:03 GMT

today please

Re: complaint

Anonymous — Fri, 20 Sep 2024 11:51:30 GMT

Hello,

I've escalated this over to our Faults Escalation and have asked if they can contact you as soon as possible. I can't guarantee that it will definitely be today, however I have told them that you are available for a call today.

Thanks

Michelle

Re: complaint

Anonymous — Tue, 24 Sep 2024 05:25:28 GMT

Morning,

Just checking back in to see how you're getting on and if the team have been in touch?

Thanks

Michelle