topic Re: Full Fibre installation in Fibre

Full Fibre installation

Steve134 — Thu, 03 Oct 2024 21:52:11 GMT

Hello, apologies for the long message. You just read it, I've been living it.....

So.

19 May 2022 I receive an unsolicited email from TalkTalk saying "Your broadband is about to be upgraded to future fibre"

16 June 2022 CityFibre engineer arrives and installs ont box.

20 June 2022 Receive an email from TalkTalk congratulating me on my new live service.

Plug in my new router. It doesn't actually do anything. Phone TalkTalk who after many conversations explain I will need to cancel my current contract and order full fibre.

Current contract is coming to an end anyway, and after the terrible customer support I decided to go with another provider.

Even though I am now out of contract with TalkTalk, I still need to give a month's notice to cancel service.

I cancel the TalkTalk service, and ordered service from another provider for the following month.

After a month, the other provider states that the TalkTalk service is still active and they cannot switch me over.

Phone TalkTalk who confirm that my service is not cancelled.

At this point I just give up and re-negotiate a cheaper copper service with TalkTalk.

Fast forward to:

July 2024 CityFibre engineer is overheard outside the property saying "it's already installed" then promptly leave.

August 30 2024 Receive an unsolicited email from TalkTalk announcing they will be sending a CityFibre engineer to upgrade me to full fibre with digital voice.

6 September 2024 The morning before the engineer arrives, I check the original ONT box and notice all the lights are on. Try using the full fibre connection and it does indeed work! Engineer arrives, checks and confirms the connection. Engineer is asked about voice over ip and provides a modem/router with this phone socket. Sometime later that day the connection stops working.

7 September 2024 After being bounced between the fibre chat bot and copper connection chat bot for about 5 hours, I made an arrangement to talk to someone the next day. The human is very helpful and offers full fibre 500 at a discount as a way of apologizing for the spurious service cancellation and protracted support. I accept, and receive via email the contract documents. A bag duly arrives to send back the original router.

11 September 2024 New modem arrives

3 October 2024 Make an inquiry to support as to the status of my order. Am told there is no order. After some more chat bot runarounds I am told that CityFibre cancelled the order due to a problem with the line installation. I informed support that it was already installed and actually worked. I was then asked to phone full fibre enquiries and order it again.

For the love of all that is holy, can this be sorted out? I just want to upgrade to full fibre, hopefully before the copper service is discontinued (at this rate it's cutting it fine) There is little to no feedback. No information. I have no idea why it was cancelled, and if the same things won't happen again if I re-order.

Anyway, sorry for the rant. Please help.

Defeated customer.

Re: Full Fibre installation

ferguson — Thu, 03 Oct 2024 22:03:32 GMT

Oh dear, quite the saga you have been through. Rest assured the support team here will try to help, you should get a response in the morning.

Re: Full Fibre installation

Chris-TalkTalk — Fri, 04 Oct 2024 06:20:45 GMT

Hi Steve,

I'm sorry to hear that you've had a poor experiencing. Could I just ask which router you have connected to the ONT and which lights are on, on the ONT?

Chris

Re: Full Fibre installation

Steve134 — Fri, 04 Oct 2024 19:28:54 GMT

Hi Chris,

I replied via email but am not sure that was received.

I have an asus rt-86u ac2900 router connected but currently off. When on, all lights on the ONT except service light, are green. When I briefly had service with the router on, all 4 lights were green.

Steve

Re: Full Fibre installation

Gliwmaeden2 — Fri, 04 Oct 2024 19:58:59 GMT

@Steve134, don't reply to notification emails from the forum - it's a No Reply address, and staff will not receive these.

Staff are not on here before Monday now.

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 06:07:01 GMT

OK thanks Steve, Have you tested with the router that we supplied?

Chris

Re: Full Fibre installation

Steve134 — Mon, 07 Oct 2024 07:23:32 GMT

I have not, but I think the problem is that the upgrade stopped and there is no fibre account. My account phone number reads as "Your services on telephone number FTTP28xxx were disconnected on 28-08-2022" The router reports error "Your ISP's DHCP does not function properly"

Steve

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 07:39:46 GMT

OK thanks, did you receive an eero?

Chris

Re: Full Fibre installation

Steve134 — Mon, 07 Oct 2024 07:48:30 GMT

No eero, just two "talktalk wi-fi hub 2" black rectangle routers.

Steve

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 08:22:51 GMT

OK thanks, and the service didn't work with either of those?

Chris

Re: Full Fibre installation

Steve134 — Mon, 07 Oct 2024 09:06:22 GMT

No service with either

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 12:37:21 GMT

OK thanks. Could you connect one of the Sagemcom hub 2 and let me know when you've done this

Thanks

Chris

Re: Full Fibre installation

Steve134 — Mon, 07 Oct 2024 12:45:22 GMT

Ok, its on now

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 13:06:57 GMT

OK thanks, I'll take a look at it now and get back to you

Chris

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 13:09:45 GMT

I've made a change, it may take up to an hour to take effect, so I'll check the connection again at around 3pm

Chris

Re: Full Fibre installation

Chris-TalkTalk — Mon, 07 Oct 2024 14:18:49 GMT

Hi Steve,

Has anything changed at your end. Have the lights on the ONT or router changed?

Chris

Re: Full Fibre installation

Steve134 — Mon, 07 Oct 2024 14:41:19 GMT

No change, no service light on, router blinking

Re: Full Fibre installation

Chris-TalkTalk — Tue, 08 Oct 2024 07:02:11 GMT

OK thanks. Just to confirm, your FIbre 65 service (FTTC) is working OK at the moment?

Chris

Re: Full Fibre installation

Steve134 — Tue, 08 Oct 2024 15:58:49 GMT

Yes it is.

Re: Full Fibre installation

Chris-TalkTalk — Wed, 09 Oct 2024 08:54:28 GMT

OK thanks. I'll check this with our Provisioning team, try to find out what is going on

Chris