topic Re: Install today - PON flashing Los off on modem in Full Fibre

Install today - PON flashing Los off on modem

DaveRobinson79 — Thu, 30 Mar 2023 19:57:09 GMT

i got my fibre installed today and the openreach engineers said it should have a solid green PON light within a few hours once connected, it’s flashing green and has since installation the Eeros app says I have no internet connection.

can anybody help?

Re: Install today - PON flashing Los off on modem

Anonymous — Fri, 31 Mar 2023 05:39:10 GMT

Morning,

I'm sorry to hear this. Can I just confirm which lights are currently on the ONT please? Is there any connection if you remove the eero and connect directly at the ONT?

Thanks

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Fri, 31 Mar 2023 06:23:25 GMT

Hi Michelle

i have a solid green Lan and Power light, flashing green PON.

I have tried everything to get this working. I’m a so frustrated as I need this to work from home. I feel like I’m living in the dark ages.

I don’t feel like it has been installed properly, the openreach engineers shouldn’t have left without it working!!

I'm having the exact same issues as lots of people reading on here.

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Fri, 31 Mar 2023 06:30:28 GMT

When the try and set up Eero I am getting the message No WAN IP address

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Fri, 31 Mar 2023 07:46:44 GMT

Hi DaveRobinson79

I'm sorry to hear this.

Please can you add your TalkTalk landline or account number or a FTTP order number to the Private Notes section of your Community Profile.

Thanks

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Fri, 31 Mar 2023 08:06:09 GMT

Where is this private notes section Debbie?

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Fri, 31 Mar 2023 08:11:57 GMT

Found it, I have added it to my profile

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Fri, 31 Mar 2023 08:16:08 GMT

Hi Dave

Thank you.

Apologies I'm unable to locate any details with the order number. Please can you also add your TalkTalk account number to your Community Profile.

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Fri, 31 Mar 2023 08:18:21 GMT

Added my account number

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Fri, 31 Mar 2023 08:32:37 GMT

Hi Dave

Thank you. I'm looking into this now and I will post back shortly with an update.

Debbie

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Fri, 31 Mar 2023 08:41:29 GMT

Hi Dave

Our team have taken a look and have advised that Openreach are aware of the issue and will be looking to resolve this tomorrow. We'll check back in with you again on Monday.

Re: Install today - PON flashing Los off on modem

Anonymous — Mon, 03 Apr 2023 05:39:44 GMT

Morning,

How are you getting on?

Thanks

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Mon, 03 Apr 2023 05:44:52 GMT

Nothing had changed Michelle, nobody turned up from openreach at the weekend when I was told they would resolve the issue, still got no Internet, still unable to work from home, Im currently considering cancelling and going to Virgin media. It’s a joke nobody can tell me when this will be fixed 🤷🏻‍♂️

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Mon, 03 Apr 2023 06:38:55 GMT

Hi Dave

I'm really sorry to hear this. I will chase for an update now.

Debbie

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Mon, 03 Apr 2023 08:10:36 GMT

Hi Dave

Our team have received an update from Openreach to advise that the engineer is still working to resolve this issue.

We will keep monitoring for additional updates.

Thanks

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Mon, 03 Apr 2023 08:40:11 GMT

This isn’t good enough Debbie. I just want a date this will be fixed, I am unable to work

from home so it is impacting my day to day life massively. I am on to live chat and I’ve been passed to 3 people already this morning. I’m just going round in circles here and nobody is telling me anything concrete, I’ve had enough already. I want to cancel this. I’m sick of getting told misinformation.

Re: Install today - PON flashing Los off on modem

Debbie-TalkTalk — Mon, 03 Apr 2023 08:47:52 GMT

Hi Dave

I've contacted the team again and that they have advised that Openreach haven't provided a date and to check again tomorrow. I'm really sorry and we will continue to monitor but if you would like to cancel I'd recommend contacting our Loyalty Team directly who can look into this for you.

Re: Install today - PON flashing Los off on modem

DaveRobinson79 — Wed, 05 Apr 2023 16:44:05 GMT

Can I have an update please, still no Internet and it’s a week after install

Complaint!!!!!

DaveRobinson79 — Wed, 05 Apr 2023 17:28:34 GMT

No proper response to my last request, no update as promised.

i was installed last Thursday and a week has gone by now and I still don’t have an internet connection.

I have been told it is a fault with openreach side of things but nobody will tell me when this will be resolved. I am sick of getting fobbed off here and on live chat, I just want an answer now.

Re: Install today - PON flashing Los off on modem

ferguson — Wed, 05 Apr 2023 17:55:59 GMT

Sorry to see this, I have re-escalated to the support team for you, they should respond when they are back online tomorrow morning.