topic Re: Helping neighbour in Full Fibre

Helping neighbour

sandyback — Mon, 06 Nov 2023 16:53:33 GMT

You have upgraded my neighbours connection to full fibre and left them without a working connection could you please advise who to contact

it is now full fibre with a 5464 router which gets stuck on a static orange light

city fibre have now been twice and confirmed it’s all working from their end

ideas ? Suggestions ?

Re: Helping neighbour

Gliwmaeden2 — Mon, 06 Nov 2023 21:47:45 GMT

If they have sufficient mobile data, ask them to sign up on the community and post in this thread, as it will be far better if staff can deal with your friends' issue directly - usually better than phoning in or using Chat, but they should have notified Talktalk directly about the problem too.

For forum staff to look into an issue, Community Forum Profile Details must be completed.

Their landline number needs to be added in Personal Information.

They must go via their avatar/name and then settings.

SAVE CHANGES after completing the information.

They should notify Talktalk directly by one of the following means detailed here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Please show them this link too:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Forum staff reply during the day (Monday to Friday), @sandyback.

Re: Helping neighbour

Anonymous — Tue, 07 Nov 2023 07:14:03 GMT

Good morning,

I'm sorry to hear this. Please could you ask your neighbour to post here and we can look into this further.

Thanks

Michelle

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 09:58:39 GMT

They are an elderly couple with little understanding of any of this. They dont have a smart phone or any other device.

I have put their account number on this profile.

We have called about five times now and I have spent hours on the phone to no avail.

Yesterday I spent 2 hours on the chat again to no avail.

It looks like their 5464 isn't getting a WAN address despite being connected ... I have no idea what these settings should be so have nothing to compare them to.

They have now been offline and without a phone for over a week following this upgrade to full fibre which they was told to have but didn't want or need. Is there any other information I can get to try and help them?

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 10:20:07 GMT

Hi sandyback,

Unfortunately we can only provide limited support as you're not the account holder. Could you add the account number and customers name to the private notes section of your community profile

Thanks

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 10:21:44 GMT

I have already added those details.

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 10:24:11 GMT

OK thanks, it wasn't showing for some reason but is now. I'll take a look at it and get back to you

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 10:25:10 GMT

My last chat was with Dexter on webchat last night who I thought was ordering my neighbour a eero rather than the 5464 but instead said he had found an error on the account and everything would now be ok

i restarted the router as instructed which didn't work

i also did the 20 minute thing

and we also did another reset as we have been told so many times to do this already we figured it was worth a try

but we are still back where we started , an orange light on the router

when on the web interface for the router it says its connected but doesn't get a WAN address

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 10:35:02 GMT

once the internet is working we are hoping their phone number automatically comes back as they have currently lost this and it's causing them alot of stress

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 10:46:16 GMT

OK thanks, could you tell me which lights are on, on the ONT?

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 10:52:56 GMT

All four lights, the ethernet one (on the right) flashes with activity when the router is first started and the light is flashing orange and white but then when the router gives up and goes static orange then it just remains on ... we have had two visits from city fibre following some of the phone calls i made to you guys for my neighbour at the start of last week after the install and they have assured us there is no issue with their bit

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 11:00:48 GMT

Thanks. Have you tried switching the ONT and router off for 30 minutes since you spoke to Dexter last night? If not then can you try this and let me know if it resolves the issue

Thanks

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 11:10:53 GMT

no i will try that now and get back to you with the result, might be longer than 30 mins before i come back to you as he is out at the moment but due back soon

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 11:37:22 GMT

OK, no problem

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 12:46:07 GMT

all done and back to exactly where we started with the orange light

screenshots below from the device info screen

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 13:22:49 GMT

Thanks, a colleague is just looking into this now, I'll let you know when I receive an update

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 15:03:52 GMT

any update?

Re: Helping neighbour

Chris-TalkTalk — Tue, 07 Nov 2023 15:31:53 GMT

Yes, it appears to be an authentications problem. It's been raised to the relevant team to be fixed. It can take 3-5 days so if you don't hear anything before Friday can you bump the thread and we'll check for updates

Chris

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 15:36:57 GMT

is it not possible to escalate it and resolve it quicker than that, taking into account this was installed on the 30th of october and hasn't worked yet

Re: Helping neighbour

sandyback — Tue, 07 Nov 2023 15:38:05 GMT

also how would they hear anything? they don't have internet or a phone