topic Re: Cityfibre Full fibre installation issue - not resolved in Full Fibre

Cityfibre Full fibre installation issue - not resolved

shannonh845 — Wed, 08 Nov 2023 14:19:21 GMT

I had two Cityfibre engineers out on Friday (3rd Nov) to perform my upgrade to full fibre. They installed the cabling and the equipment successfully, but when they were trying to perform the remote configuration they found a problem with the box at street level, as far as I understand. They couldn't fix it themselves and said someone would be out by Monday (6th Nov) to do so and would call me to check everything is working. Another engineer unexpectedly came out later on Friday evening (after 6pm) to try to fix it, but wasn't able to as the team who do the remote configuration had already finished for the day.

It's now Wednesday 8th Nov and nobody has been out nor contacted me. The service light on the wall-mounted box is still not lit up, and the light on my router is orange. Can someone please advise the next steps in order to get this resolved?

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Wed, 08 Nov 2023 14:59:49 GMT

Hi shannonh845,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Wed, 08 Nov 2023 15:09:27 GMT

Hi @Chris-TalkTalk,

I've updated my profile with the requested information.

Thanks

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Wed, 08 Nov 2023 15:38:25 GMT

Thanks but could you also add your address to the private notes section as I can't find your account with the information provided

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Wed, 08 Nov 2023 15:43:19 GMT

Hi @Chris-TalkTalk, I have now done so.

Thanks

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Thu, 09 Nov 2023 08:44:25 GMT

Hi shannonh845,

Thanks for that, I've found your account. I've sent you a PM to confirm some details so that we can discuss the issue further

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Wed, 15 Nov 2023 17:23:30 GMT

@Chris-TalkTalk I confirmed the details requested in PM on Thursday, any updates please?

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Thu, 16 Nov 2023 09:20:57 GMT

Apologies, I didn't get a notification that you'd completed the form. I've sent you a PM requesting a little more information

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Fri, 17 Nov 2023 13:42:32 GMT

@Chris-TalkTalk I've replied to your PM, it seems you aren't getting notifications of that at all?

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Fri, 17 Nov 2023 14:52:41 GMT

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Fri, 17 Nov 2023 14:56:21 GMT

@Chris-TalkTalk the PM asks me to set up a telephone enquiry password which you also asked me to do yesterday, and I did so. Again, I don't know why my details wouldn't match the details in the system.

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Fri, 17 Nov 2023 15:15:34 GMT

I've sent you another PM

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Fri, 17 Nov 2023 15:23:30 GMT

@Chris-TalkTalk Thanks, I've completed the form again

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Fri, 17 Nov 2023 15:37:02 GMT

OK thanks, that's fine. The latest update from earlier today says that a City Fibre engineer is scheduled to attend on - 21/11/2023 - it doesn't say that you need to be home

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Fri, 17 Nov 2023 17:46:55 GMT

@Chris-TalkTalk Thanks, I'll see how things go on the 21st and if my internet gets up and running

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Mon, 20 Nov 2023 08:07:15 GMT

OK, please let us know how you get on

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Wed, 22 Nov 2023 12:01:30 GMT

Hi @Chris-TalkTalk , I wasn't home yesterday but it seems that nobody came out as my internet still isn't working. Can you please advise further?

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Wed, 22 Nov 2023 12:45:34 GMT

Hi shannon845,

There was an update last night at 17:34 saying:

"We have a City Fibre Engineer scheduled to attend on 27/11/2023 to investigate and resolve the issues preventing the service from going live. If we require your customer to be home, we will reach out and ask for you to get the customer's availability."

I'm sorry that this has been delayed further but it looks as though more work is required than at first anticipated

Chris

Re: Cityfibre Full fibre installation issue - not resolved

shannonh845 — Wed, 22 Nov 2023 14:49:44 GMT

OK thanks @Chris-TalkTalk . It's a bit frustrating. I will be home on the 27th anyway if the engineers do need access.

Re: Cityfibre Full fibre installation issue - not resolved

Chris-TalkTalk — Wed, 22 Nov 2023 14:52:46 GMT

OK thanks Shannon, apologies for any inconvenience

Chris