topic Re: It worked, and then it stopped... in Fibre

It worked, and then it stopped...

walt28 — Thu, 17 Oct 2024 14:04:41 GMT

Hi, on Monday the 14th Oct the team from CityFibre came to installed fibre broadband at my new property. For 36 hours the service worked fine until yesterday morning at 07.30 it just stopped.

Your Customer Service Team arranged for an engineer from CityFibre to visit this morning but that visit was cancelled without notice. The chat team now tell me that the CityFibre engineer installed the wrong sort of ONT box, despite the fact that service worked for 36 hours without issue.

Now, I am back to waiting foo CityFibre to ring me to book an engineer visit, is there anything that can be done here? I just don't buy the line about a lack of compatibility, it's either compatible or not. So if it was incompatible it would never have worked.

I am a TalkTalk Fibre 150 customer, and along with the white ONT box a Eero modem was provided

Any help gratefully received

Re: It worked, and then it stopped...

Chris-TalkTalk — Thu, 17 Oct 2024 14:08:26 GMT

Hi walt28,

Can you please update your community profile to include your:

Name
Telephone 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

Chris

Re: It worked, and then it stopped...

walt28 — Thu, 17 Oct 2024 14:44:53 GMT

Thanks Chris, that's done

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 07:29:06 GMT

Hi Chris, I have updated the details on my profile as requested

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 08:11:22 GMT

Hi walt28,

Thanks but could you also please add your new address to the private notes section of your community profile, and let me know when you've done this

Thanks

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 08:19:34 GMT

Hi Chris, I have added the details in the private notes section.

Thanks

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 08:40:54 GMT

Thanks. Could you just check the address and confirm that it's correct. Could you also confirm that you are the account holder at the new address

Thanks

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 08:52:30 GMT

Hi Chris, I have confirmed the address details and added some notes, we moved on the 11th Oct within the same postcode, we just changed the house number. At the time, this seemed to cause the person who processed the new order a lot of trouble, as it wouldn't let them do complete the order within the same postcode. Eventually they had to pass me on to another team, we had to cancel part of the order and then we re-create the order - to be honest I lost track of what needed to happen. It was all because although we had voice at the old property where the network was provided by BT Openreach, but this part of the street is on CityFibre and they don't provide voice.

This might also explain why on the chat yesterday your colleagues kept asserting I had the wrong box installed (they said I should have a BT Openreach box) because your system is telling them I should be at the old address, not the new one?

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 09:18:17 GMT

Thanks for the information, and is the service at the new address registered in your name?

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 09:25:45 GMT

Hi Chris, I mean, yes, I believe so, CityFibre visited my new address

CityFibre got my signature for the work prior to starting it, so this should all be recorded?

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 09:27:48 GMT

OK thanks. Could you just confirm which light are on, on the ONT at the moment

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 09:29:17 GMT

There are two green lights under Power and PON

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 09:48:27 GMT

Sorry but would it be possible to post a photo of the ONT please

Thanks
Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 09:54:48 GMT

My ONT box at my new address

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 10:00:30 GMT

Thanks. I can see what the Customer service team mean, that's not the usual City Fibre ONT, I'll pass this over to our network team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 10:05:36 GMT

OK, so the fact the portal still shows me at my old address is 100% not a problem? It shows my house number as 44 at NN* ***, not 49 at NN* ***

Also, I just can't wrap my head around the fact it would have worked for about 36 hours (between Monday afternoon and early on Wednesday morning until roughly 07.30 am) before deciding it was incompatible. Incompatibility is a permanent state, surely it would never have worked?

And why would City Fibre put something on that came out of their stock that wasn't their usual hardware? Why would CityFibre provide something that wasn't relevant to them?

Could it be that something has stepped in to cancel my service because my admin or data in the back-end is wrong?

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 10:13:23 GMT

I'm not saying the ONT isn't compatible it's just not the usual one that CF install, it may just be that they've started using a new type. From our side it looks as though the order has completed just showing an authentication issue (the service isn't showing as being cancelled)

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 10:33:25 GMT

OK, your colleague was absolutely insistent I had had the wrong ONT box installed, and said I needed a black one. Repeated that several times during our chat. Regardless of what led her to that conclusion...

This authentication issue can only be resolved by City Fibre? Surely they would only be responsible for the installation? I don't see what they bring to the table at this point (and they seem to concur), don't forget I had an engineer visit from CityFibre booked for yesterday morning and they cancelled it for reasons I don't fully understand. Unless you think the ONT box is somehow broken not quite out of the box but almost as soon as it was installed?

Furthermore, it's nearly 24 hours since your colleague finished the chat with me saying it needed to be passed to CityFibre, and I haven't heard back from them. I tried to call the installation team at CityFibre yesterday afternoon (they had previously been in contact with me for the initial install) but they referred me to their complaints line, and as domestic customer when I selected the relevant option from their menu, it said I needed to bring it up with my ISP, and cut me off...

It seems to me right now neither TalkTalk nor CityFibre are taking responsibility for this issue

Meanwhile I'm burning through my data plan on my mobile to maintain a connection.

P.S: I just had a look at a previous remark, you said you would pass it to your network team rather than City Fibre so fingers crossed they see something and can help resolve

Re: It worked, and then it stopped...

Chris-TalkTalk — Fri, 18 Oct 2024 10:51:47 GMT

Yes, the usual ONT is black, but they may just have started using a different one. And yes the authentication issue is really something that we will need to look into rather than City Fibre (the network team will be able to look into this). And yes, there's no point speaking directly to City FIbre as they'll just refer you back to us.

Chris

Re: It worked, and then it stopped...

walt28 — Fri, 18 Oct 2024 11:02:24 GMT

OK well I'll let the network team on your side do their thing, a pity we lost so much time to get started with the troubleshooting, but I'll wait to hear from you or directly from them