topic Re: New full fibre installation - no internet in Full Fibre

New full fibre installation - no internet

ODPaterson — Tue, 27 Jun 2023 20:51:40 GMT

I’ve had an engineer appointment to install the fibre connection at the house I’ve just moved into and it hasn’t worked, with the eero app simply saying the internet can’t be reached with a failure on WAN IP. The installation happened yesterday and I’ve been using my phone data for work in the meantime but that’s running out and entirely unstable for calls so I’m at a real risk of losing earnings in the immediate future.

I’ve gone through the 80 minute process of line testing and diagnostics over the phone, with the operator assuring me I would be ‘auto compensated’ and would be given £10 free BT wifi credit. This has not happened and I have had no emails after the call. The conclusion he arrived at was that a new eero 6 router would solve the problem, however having just tried my old router - it seems something else is the cause.

It’s also worth mentioning that having logged into my account to check my services there is zero mention of Fibre 150 anywhere, just my previous cancelled service. Have TalkTalk simply forgotten to actually start my service?

This is getting kind of urgent now: I have a huge deadline for client work on Friday, very little data left on my phone and the risk that as a result I’m going to be deeply out of pocket as a result of this bungled installation. A cursory glance across the forum suggests this has happened to a lot of other people and I’m tempted to cut my losses and move to another provider.

Re: New full fibre installation - no internet

ferguson — Tue, 27 Jun 2023 20:57:56 GMT

Do you have a device such as a laptop that you can try connecting to the LAN port on the ONT directly to see if you have a service that way? Subject to that, please make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond.

Re: New full fibre installation - no internet

ODPaterson — Tue, 27 Jun 2023 21:32:34 GMT

Hi there, thanks for replying 🙂

I have just tried plugging in directly, to no avail.

I’ve also added my details to my account. I put my account number under ‘private note’ as I couldn’t see a specific field for it, hope that’s okay.

cheers!

Re: New full fibre installation - no internet

ferguson — Tue, 27 Jun 2023 21:50:31 GMT

That's fine, let's wait for the support team to pick this up now.

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 06:56:44 GMT

Hi ODPaterson,

I'm sorry to hear that you're experiencing problems with your service. Could I just ask was your new service installed by Openreach or City FIbre?

Chris

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 07:02:58 GMT

Hi Chris, I believe it was Openreach.

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 07:49:18 GMT

OK thanks. Have you been given an order number or FTTP number? If you have could you please add it to the private notes section of your community profile

Thanks

Chris

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 08:22:01 GMT

Heya, I’ve added that to my notes 🙂

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 08:57:12 GMT

Thanks, could you also add the first line of your address and post code, I'm having trouble finding the order

Chris

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 09:13:40 GMT

Added that too, cheers for looking into this Chris

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 10:02:19 GMT

Just to confirm, the address that you've entered is the house that you've just moved into and you haven't previously had a different TalkTalk service at this address?

Chris

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 10:45:12 GMT

Hey Chris, sorry if this is a double reply - I can’t see my previous reply, or perhaps I didn’t hit send.

But yes, I can confirm that I’ve just moved into this address and I’ve not had any previous TalkTalk service here.

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 11:29:36 GMT

OK thanks. I'm just having trouble finding the order, have you been given any other reference number?

Chris

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 11:40:11 GMT

Hi Chris,

No that’s the only order number I have - it’s from the first and only email I’ve received which mentioned my order, just after I initiated a house move over the phone. The email is entitled “Welcome to Full Fibre, Mr Oscar”.

All other emails I’ve received have been generic, with nothing specific to my order.

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 11:47:07 GMT

OK thanks. Could you tell me which lights are on, on the ONT

Chris

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 11:51:40 GMT

Sure! From left to right:
1st light - steady green

2nd light - off

3rd light - steady green

4th light - steady green

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 11:57:15 GMT

Thanks, is the ONT black or white?

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 11:58:54 GMT

Here’s a photo

Re: New full fibre installation - no internet

ODPaterson — Wed, 28 Jun 2023 12:00:50 GMT

It’s a white one

Re: New full fibre installation - no internet

Chris-TalkTalk — Wed, 28 Jun 2023 12:28:08 GMT

Thanks. Could you switch the ONT and eero off for 30 minutes then switch back on. Please let me know if it then connects

Thanks

Chris