topic Re: How do i know when full fibre 150 goes live in Full Fibre

How do i know when full fibre 150 goes live

tdllr — Thu, 12 Dec 2024 16:11:30 GMT

Hi, i just had full fibre instal but the engineer says that there is a problem with connection.

the power light is solid green, the lan light is solid green.

the pon light is flashing green.
the engineer says it has been reported but when does the fibre go live as the erro router cannot be set up and reads as no internet connection.

what am i supposed to wait to happen before it works ?
im a little in the dark.

many thanks for any answers.

Re: How do i know when full fibre 150 goes live

Anonymous — Fri, 13 Dec 2024 06:30:43 GMT

Morning,

I'm sorry to hear this. I'm currently looking into this and I'll post back as soon as I receive an update.

Thanks

Michelle

Re: How do i know when full fibre 150 goes live

tdllr — Fri, 13 Dec 2024 11:15:41 GMT

Hi Michelle, any updates ?
still flashing green light.

i had a text acknowledging the set up was not complete but no more.

its like taking delivery of a new car but sitting on my drive as it cant be driven.

i notice others have had bad set up experiences so its lost on me why i have been left like this ?
am i still within my 14 day cooling off period as i cannot understand how ur existing customers are treated.

the engineer was superb and i could see the disappointment on his face when it would not connect.
he himself spent ages on the phone trying to make the recipient understand the problem !

please advise what comes next . Kind regards .Dominic.

Re: How do i know when full fibre 150 goes live

Anonymous — Fri, 13 Dec 2024 16:02:32 GMT

The Support team staff do not work weekends on this forum so your only option if you don't like phone support is to use live chat

(i prefer it to phone support)

Use this link then scroll down to the "Chat Now" button -

How to contact TalkTalk Broadband - TalkTalk Help & Support

Re: How do i know when full fibre 150 goes live

Anonymous — Mon, 16 Dec 2024 07:14:35 GMT

Morning,

I'm really sorry. I'm still chasing this with our Escalation Team and I'm hoping to receive an update this morning.

Thanks

Michelle

Re: How do i know when full fibre 150 goes live

tdllr — Mon, 16 Dec 2024 07:42:55 GMT

To be honest the whole thing is a joke,

talktalk gave no clue why,

Openreach blame talktalk even though the engineer spoke to openreach at my home and some how couldn't convince them that there was a problem.

could you imagine delivering a new car to a customer only to be told it cannot be driven ?

i had read the community about full fibre but thought by now things like this were past but the look on the engineers face said it all.

in conclusion please ask who ever is prepared to take responsibility to connect me and keep a loyal talktalk Customer .

i was offered community fibre cheaper but thought to stay with you.

This is one of the last replies i got

Thank you for waiting. According to the representative from Openreach, the order has been delayed due to an open exception called FTTP Invalid ONT Serial Number. The relevant team has been tasked with progressing and arranging further requirements. They will provide progress updates on the 18th of December. Please contact us again on this date.

Re: How do i know when full fibre 150 goes live

tdllr — Mon, 16 Dec 2024 07:49:54 GMT

Please advice me on my cancellation dates as I'm worried you will drag it past the dates to stop me cancelling this farce

thanks , Dominic

Re: How do i know when full fibre 150 goes live

tdllr — Mon, 16 Dec 2024 12:45:14 GMT

Michelle i appreciate all of your help but i think you will be banging your head against a brick wall.

it seems even though openreach who fit your fibre from exchange to inside the house were given plenty of notice and apparently had done an outside recce re the instal so as to make the engineers job easier to conclude the fit were in cloud cuckoo land and hence the engineers reaction when yet another instal failed.
after many to and fros with talk talk and openreach who both blame each other it seems no one can work out how the rectify and fix it. No time scales and basically i may as well had my local junior infants school do the instal

Re: How do i know when full fibre 150 goes live

Anonymous — Mon, 16 Dec 2024 13:00:54 GMT

Good afternoon,

I'm really sorry for the delay. The team have not come back to me as yet so I've chased this again. I can also see that this has been escalated and is being investigated. I'll post back here as soon as I know more.

Thanks

Michelle

Re: How do i know when full fibre 150 goes live

Anonymous — Wed, 18 Dec 2024 09:49:22 GMT

Morning,

I've been monitoring this and I can see that my colleague is still working to resolve this. I will check again on Friday.

Thanks

Michelle

Re: How do i know when full fibre 150 goes live

Chris-TalkTalk — Fri, 20 Dec 2024 10:53:24 GMT

Hi tdllr,

How are you getting on, has anyone been in contact with you over the last couple of days? I can see that there's a follow up booked for Monday

Chris

Re: How do i know when full fibre 150 goes live

tdllr — Fri, 20 Dec 2024 12:49:28 GMT

Hi , Chris still not live after 8 days, had no contact from openreach. I had a call from talktalk complaints dept asking me to close the complaint with a £ 25 sweetner. I replied no as id prefer the actual service to be in operation. I understand i will get a daily rate until the service finally goes live.

To be honest my confidence in openreach or talk talk to resolve it is pretty low.
I did not know a call was booked for me for Monday coming as unless i make contact there is almost total silence except for your message on here.

its almost embarrassing when friends and associates ask me about my “ new 150 full fibre”. To the extent its become a running joke .
i have various reasons why it doesn’t work from non authentication of my optical box onside my house to being told various permits need to be obtained from local authorities to attach it even though i explained it had been already installed but the “ third party “ engineer sighed when he saw it was not connecting. A sign i think that he had been through the same with other instals.

Not the best advert for talktalk full fibre and im beginning to regret asking for it.

thanks, Dominic.

Re: How do i know when full fibre 150 goes live

Chris-TalkTalk — Fri, 20 Dec 2024 15:13:14 GMT

I think the follow up on Monday is probably to carry out further investigation. If you could bump the thread on Monday morning we can check again for further updates

Chris

Re: How do i know when full fibre 150 goes live

tdllr — Mon, 23 Dec 2024 15:54:45 GMT

Hi, not sure what bumping is but no call, just a text to say it’s still no go . Still problems , still not live and check back 26/12 ( boxing day ! )

Do talk talk actually have customers with full fibre ?

Re: How do i know when full fibre 150 goes live

Anonymous — Mon, 23 Dec 2024 17:04:15 GMT

@tdllr wrote:

Do talk talk actually have customers with full fibre ?

It must be frustrating when you have problems but you need to remember with 3.6 million customers there are always going to be a number having issues and many more are not having issues.

Unfortunately happy customers like myself rarely log into a help forums to tell everyone else how happy they are with the service so people reading the forums get a very biased and negative impression of how the ISP is doing.

You asked the question "Do talk talk actually have customers with full fibre" the answer is of course yes and here is my speed test to prove it -

...

Re: How do i know when full fibre 150 goes live

tdllr — Mon, 23 Dec 2024 17:22:18 GMT

I appreciate your reply, as working within customer facing industries for over 40 years, I too have had my share of problems. The 3.6 million users within the talk talk family might be just like me . Having been a customer when we were screaming dot net i have remained loyal.

you are missing my point, its not that there are problems, ( of which understandably happen)

it’s the fact of being transparent, not telling me they cannot get permits from local councils to cross land areas to get to my property ( a total fabrication)

not staying silent until i use this forum and remarkably you have answered !

I am getting various texts telling me i will get an update in 6 days ( total now 11 days since the engineer was physically in my property with a non working optical authenticator to mesh with talktalk. A employee of talk talk asking me to close my complaint , even though its still not working !

In conclusion you are correct that a happy customer will seldom go into a forum to say how good things are and i am happy for you.
in fact if i can have your connection and have u left hanging i would be more than happy.

A business is only as strong as its loyal customer base.
I hope you understand. Kind regard's, Dominic.

Re: How do i know when full fibre 150 goes live

Anonymous — Mon, 23 Dec 2024 18:25:38 GMT

@tdllr wrote:

in fact if i can have your connection and have u left hanging i would be more than happy.

As i said i get your frustration and i hope you get sorted soon my issue was with your question "Do talk talk actually have customers with full fibre" which obviously they do.

Re: How do i know when full fibre 150 goes live

tdllr — Mon, 23 Dec 2024 19:25:32 GMT

Hi, accepted, i was being pointless thru frustration .

Re: How do i know when full fibre 150 goes live

Chris-TalkTalk — Tue, 24 Dec 2024 08:40:45 GMT

Hi tdllr,

I'm sorry this is taking so long to resolve. There's an update due some time today so I'll check again later

Chris

Re: How do i know when full fibre 150 goes live

Chris-TalkTalk — Tue, 24 Dec 2024 10:45:14 GMT

Still no further updates, I'll check again on the 27th

Chris