topic Re: FF150 failed 24 hours after installation in Full Fibre

FF150 failed 24 hours after installation

Ulric — Sun, 15 Dec 2024 08:52:01 GMT

FF150 installed on Friday morning, worked fine, speed as advertised. Saturday morning at 11:09 no connection and red light on ONT. No response from phone / txt / chat support all day Sat. Unbelievably frustrating!

Re: FF150 failed 24 hours after installation

Anonymous — Sun, 15 Dec 2024 17:00:23 GMT

Which light is red?

Have you tried turning the power off and leaving it 30 minutes?

Re: FF150 failed 24 hours after installation

Ulric — Sun, 15 Dec 2024 17:18:26 GMT

Thanks for your reply. The PON light is red. LAN and Power green. Yes, I have switched off and on several times, including for over an hour. No change.

Spent 4 hours on chat with TT. They had no suggestions, but have escalated to OpenReach. Told to expect 3-5 day fix.

Re: FF150 failed 24 hours after installation

Anonymous — Mon, 16 Dec 2024 11:59:49 GMT

Good afternoon,

I'm sorry to hear this. Could you also add your TalkTalk Account number to your Community Profile and I can check with Openreach for an update for you. Please do not post any personal information on the Community. Please post back here to confirm once your details have been updated.

Thanks

Michelle

Re: FF150 failed 24 hours after installation

Ulric — Mon, 16 Dec 2024 17:54:37 GMT

Added account number to profile

Re: FF150 failed 24 hours after installation

Anonymous — Tue, 17 Dec 2024 11:05:50 GMT

Morning,

Thank you. I've escalated this over to our Faults Escalation Team now and I will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: FF150 failed 24 hours after installation

Anonymous — Tue, 17 Dec 2024 12:05:28 GMT

Hello again,

I believe that my colleague has now been in contact, is this correct?

Thanks

Michelle

Re: FF150 failed 24 hours after installation

Ulric — Tue, 17 Dec 2024 17:41:04 GMT

Hi Michelle, yes I had a call this morning, they confirmed a line fault and have booked an OpenReach engineer for tomorrow morning. Fingers crossed for a speedy and reliable fix.

thanks for your assistance in escalating this issue.

Re: FF150 failed 24 hours after installation

Anonymous — Wed, 18 Dec 2024 07:02:15 GMT

Morning,

I'm glad to hear this and I'll check back in with you this afternoon to see how you're getting on.

Thanks

Michelle 🙂

Re: FF150 failed 24 hours after installation

Ulric — Wed, 18 Dec 2024 11:51:27 GMT

Openreach have respliced the fibre in the external junction box (that had been poorly made by the original contractor it seems) and I’m back online again. Fingers crossed that all the issues are settled now. Thanks again Michelle.

Re: FF150 failed 24 hours after installation

Anonymous — Wed, 18 Dec 2024 11:53:56 GMT

Hello again,

I'm really glad to hear this and thanks for letting us know 🙂

Thanks

Michelle