topic Re: Existing customer - switch to full fibre network in Full Fibre

Existing customer - switch to full fibre network

will5678 — Wed, 15 Feb 2023 18:09:20 GMT

City Fibre have installed a new full fibre box to my property - this process went ok and without issues. The box has green lights so looks good and I assumed there would then be an option or process for customers to start using the full fibre network.

However - the next steps you need to take as an existing talktalk customer are really unclear.

multiple chat bot sessions with talktalk and phone calls suggest that talktalk teams (that you get passed between continuously) don’t know how to upgrade customers from their current plans on the existing network, and move them to the full fibre network.

do we (existing customers) need to contact city fibre? Or Open reach?
should we apply for full fibre as a new customer and cancel our existing contract?

I logged in to my account and followed the suggested upgrade step to call them- that didn’t get me anywhere

talktalk (0345 172 0074) told me today that they could not upgrade me due to a code on my property RFS4 (yes, they gave me this jargon on the phone) and it needed to be RFS1/2 for them to upgrade.

do openreach or cityfibre need to make a change in order to enable this upgrade?

Any help appreciated

Re: Existing customer - switch to full fibre network

mrwrighty — Wed, 15 Feb 2023 18:25:51 GMT

If CityFibre installed the ONT then you shouldn’t need to contact TT unless the connection is not working. Have you plugged your router in to the ONT. 4 green lights on the ONT is good to go unless there is another issue somewhere.

Re: Existing customer - switch to full fibre network

will5678 — Wed, 15 Feb 2023 18:41:40 GMT

Thanks Mrwrighty - yes when I connect to ONT from router via Ethernet cable - I get 4 solid green lights on the ONT.

however, the router is then not able to connect to the network - it flashes amber/white, and then solid amber.

Re: Existing customer - switch to full fibre network

mrwrighty — Wed, 15 Feb 2023 19:04:30 GMT

Ok do you have a laptop you can connect to the ONT. plug Ethernet cable from ONT to laptop and check internet connection.

if that works, try resetting your router.

what model router do you have.

Re: Existing customer - switch to full fibre network

will5678 — Thu, 16 Feb 2023 09:56:55 GMT

Hi mrwrighty- plugged laptop into new OTC box directly via Ethernet cable and works fine - good news - so will try resetting router.

still unsure whether I need to do anything re contract and upgrade with talk talk however ?

Re: Existing customer - switch to full fibre network

mrwrighty — Thu, 16 Feb 2023 09:59:58 GMT

To be honest looking at other threads here the TT fibre upgrades seem to be a bit of a mess.

Clearly the upgrade was authorised and activated. Hopefully someone from TT will pick this up and verify everything for you.

Re: Existing customer - switch to full fibre network

Gliwmaeden2 — Thu, 16 Feb 2023 10:17:28 GMT

This thread is now in the queue for attention from staff, @will5678.

For it to move forward in the workflow, please wait for them to respond before posting further.

Re: Existing customer - switch to full fibre network

Anonymous — Thu, 16 Feb 2023 11:07:23 GMT

Morning,

Can I just confirm, do you mean that you have already placed an order with us to upgrade you to FTTP or did we contact you about upgrading to FTTP? Does your previous service still work ok?

Thanks

Re: Existing customer - switch to full fibre network

will5678 — Thu, 16 Feb 2023 11:18:37 GMT

Hi Michelle

yes the connection to the “old” network still works and I’m using that because I can’t be offline for a period due to working from home.

I received mailings (pre installation date) from talk talk to say “we’re upgrading your home to full fibre broadband, completely free of charge”

“your existing contract, telephone number and extra services won’t change”

Re: Existing customer - switch to full fibre network

Anonymous — Thu, 16 Feb 2023 11:25:37 GMT

Hello,

Thanks for confirming. Which router do you have please? (make and model)

Thanks

Re: Existing customer - switch to full fibre network

will5678 — Thu, 16 Feb 2023 11:39:23 GMT

this has resolved itself - something must have activated overnight or the router has reset properly this time - because when switching to the new network, the router finds it ok (it didn’t work yesterday doing exactly the same thing)

Thanks for the contributions to this thread.

Re: Existing customer - switch to full fibre network

Anonymous — Thu, 16 Feb 2023 11:43:39 GMT

Hello,

I'm really glad to hear that this is now working and thank you for confirming 🙂

Thanks