topic Re: Full Fiber install yesterday in Glasgow, PON light flashing. in Full Fibre

Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Fri, 18 Aug 2023 20:12:16 GMT

Hi i had full fiber installed by openreach yesterday and after the guy hooked everything up the connection wouldn't work, PON light flashing. he told me somebody would "probably come out later today" to fix it and told me to keep checking the PON light every 2 hours to see if it's solid green so that i can use the service. Been told it can take up to 5 days to fix but after checking here on the forums and seeing other people with this issue going on for months at a time it's not really giving me any confidence that this will be fixed within the 5 days. When i went to OFCOM and searched my postcode i see that the speeds i ordered are not even listed as available in my area. It lists the slower speed I'm already on (80/20)then jumps to a 1000mbps. I don't see any other speeds listed in between like my mother does who lives around the corner from me and had hers installed a couple of days ago and is working fine. I noticed they connected her to a white box outside her front door with a black modem but they connected me to a pole outside my back garden and gave me a white modem despite the fact that i have got the same white box installed outside my front door that my mother has. He told me he can't do that and had to use the one out the back of my house which turns out to be not even connected. is the time frame of 5 working days realistic as a expectation for this to be fixed? I know it's biased on these forums because it's all about complaints but from my own quick observations on here and other ISPS's forums is that customers in the position im in usually wait about a month or more for it to be fixed. Why didn't they know this before they installed it in my house? Why did you tell me somebody is coming to survey my premises before the connection is installed if they aren't capable of figuring out the things either not hooked up properly or not registered correctly in a office somewhere? Kinda disappointing tbh.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Fri, 18 Aug 2023 20:18:44 GMT

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gondola — Fri, 18 Aug 2023 20:27:29 GMT

How do you say your username?

Full Fibre 1000Mbps means speeds up to 1000Mbps. So, for example includes TalkTalk Full Fibre 150 and Full Fibre 500 and 900 packages from Openreach.

Your mother's broadband is connected to the CityFibre network and CityFibre install black ONT units indoors whereas Openreach install white ONT units.

The PON led flashing means the ONT is trying to connect. Openreach will already have this in hand to fix as the installer said.

The eero Support Hub is your go-to resource for information, guides and Community support

Select here:
eero Support Hub

eero 6 and eero Pro 6 Help

eero - Setting up your eero

eero app

eero network and light status

The Full Fibre Support Hub is your go-to resource for information, guides and LiveChat with the Full Fibre Team.

To speak to the Full Fibre team about an order start a LiveChat here:

Full Fibre LiveChat

Full Fibre Support Hub

Calls to the Full Fibre team on 0345 172 0074 are free from a TalkTalk home 'phone but otherwise are at a standard landline call rate or included in your UK mobile allowance.

Full Fibre Help

Full Fibre - ONT Lights Guide

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Fri, 18 Aug 2023 20:24:14 GMT

Hi it's Yolo Swaggins. I was just worried because i didn't see the same speeds listed at my address that hers does so it made me think is this why i'm not getting any connection. I'll include a screenshot of what it lists available at her address.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gondola — Fri, 18 Aug 2023 20:50:10 GMT

Hi Yolo

I can see that you both have network availability from Openreach and CityFibre and it just happens that mum is connected via the CityFibre network and you're expecting to be connected to the Openreach network.

I've added in to my post the telephone number for the Full Fibre team and their LiveChat hook up. They'll not be there right now but try tomorrow after 9am if Openreach haven't connected your service. It may be worth switching off the ONT power, waiting a few minutes and switching it back on to see if the connection is made and the PON light stays solid green before you call tomorrow for a status update.

If the LOS led is red on the ONT that means the fibre is not connected. But if the LOS led is not showing (unlit) then the fibre optic cable is connected back to the exchange. The fibre optic cable is therefore connected and the Openreach engineer will have tested the connection and will have authenticated the ONT serial number for connection to the TalkTalk network. That's the bit that requires checking by the engineers.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Fri, 18 Aug 2023 21:36:16 GMT

Thanks I'll give that a go and feel more reassured about it being fixed now that you filled in some of the blanks, cheers!

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Anonymous — Mon, 21 Aug 2023 05:12:33 GMT

Morning,

Just to confirm, have you managed to contact our Future Fibre team since your last post?

Thanks

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Mon, 21 Aug 2023 08:21:57 GMT

Hi Michelle, I did manage to get through to them and I was told somebody has to go outside and check something outside my house. I was told that it should be fixed this week. I think he said that somebody has to come out and check serial number on the line or something. My modem is still not connected and still has the flashing green PON light. I did try turning it off several times but it doesn't ever manage to make a connection.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Anonymous — Mon, 21 Aug 2023 08:23:52 GMT

Hello,

Ok thanks for confirming. If you don't hear anymore over the next 48hrs then please let us know and we can chase this for an update for you.

Thanks

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gondola — Mon, 21 Aug 2023 09:31:26 GMT

Hi Yolo

Openreach use the ONT serial number (SN) to authenticate the connection. The installing engineer may have made an error in entering that serial number. Worth taking a digital photo of the bar code label that has the serial number prefixed by SN. The serial number is in quite small print. From the photo you'll easily get the SN. Give that number to the Full Fibre team to cross-check with Openreach.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Mon, 21 Aug 2023 10:29:26 GMT

Hi Gondola, How do I give the full fiber team the barcode? Through webchat? He left 4 stickers with barcodes next to the modem and one sticker is on the modem that I think is the same as the ones he didn't use and left behind. I got a text from them too this morning saying this "

TalkTalk Order Update: Hello, we're sorry we've found a problem with your order. Our supplier needs to do some more work before we can connect you. Don't worry, we'll continue working hard in the background to get you connected and we'll update you on 25/08/2023. If you need to speak to us about your order then you can chat to us by selecting (web URL)We're here to help Mon to Sat 8am - 8pm and Sun 8am - 6pm."

Thanks for your help

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Mon, 21 Aug 2023 10:37:54 GMT

When i go to the full fiber webchat link i see nothing that lets me select a webcha. Just lots of links and no actual webchat link so i go around in circles.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Mon, 21 Aug 2023 10:57:40 GMT

Hi, I just called the full fiber team but the lady on the phone found it difficult to understand my accent and didn't seem to want to take my serial number despite me telling her i was told to. She just insisted somebody was coming to my house tomorrow and that i need to be home.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Anonymous — Mon, 21 Aug 2023 11:01:39 GMT

Afternoon,

Thanks for the update. If an engineer visit has been arranged then the engineer should hopefully be able to identify and resolve the fault for you. We'll check back in with you tomorrow to see how you get on.

Thanks

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gondola — Mon, 21 Aug 2023 11:06:53 GMT

Yes, Openreach are coming to your house to take the serial number of the ONT. That's so they can correct any previous error. They can re-enter the serial number into their handheld device that will connect to the remote activation system.

I have no explanation for why TalkTalk's Future Fibre support agent wouldn't take the ONT serial number to pass it on to Openreach.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Mon, 21 Aug 2023 12:31:53 GMT

I think the agent didn't actualy understand what I was saying because of her not being a native English speaker. When I was telling her about the serial number she would just go silent then go back to her script and info from the computer.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gondola — Mon, 21 Aug 2023 13:23:02 GMT

OK, well you made a reasonable effort to make sure the ONT was authenticated. If the issue is just a wrong serial number being entered initially then it'll be a quick in, correct, authenticate and out. They'll probably bring a replacement ONT just in case. Let us know what happens tomorrow.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤ — Mon, 21 Aug 2023 18:39:13 GMT

Hi, do you know if they will give me a text or something tomorrow to let me know what time they will arrive at roughly, even a rough estimate would be good as i have some stuff do take care of and don't want to be out when they arrive. Not had any texts about it since i made the call today but i didn't check my emails yet so i will have a look.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gliwmaeden2 — Mon, 21 Aug 2023 18:58:10 GMT

Better to arrange for someone to be in, regardless, @⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤.

Staff won't be back on here before the morning.

Re: Full Fiber install yesterday in Glasgow, PON light flashing.

Gondola — Mon, 21 Aug 2023 19:39:04 GMT

Hi Yolo

It is normal practice for home visits for the Openreach engineer to text or call a mobile when they're on the way. This assumes that TalkTalk have given Openreach your mobile number for the purpose of contact before arrival. For example, did the Openreach engineers call or text before arriving for the ONT installation?