topic Re: Full fibre installation in Full Fibre

Full fibre installation

F10rrell — Mon, 15 Sep 2025 10:04:04 GMT

Hello

We had #full fibre installed on Friday by MJ QUINN the router wasn't checked correctly and we have had no internet or WiFi since! The previous package was disconnected on Friday and the new one started but we are unable to use anything

Lesley

Re: Full fibre installation

Mandisa-TT — Mon, 15 Sep 2025 10:11:43 GMT

Hi @KeithFrench any advice will be appreciated.

We can wait for KeithFrench or you can call through to our Full Fibre Team and they will be able to assist you.

Contact Number: 03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

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

Re: Full fibre installation

KeithFrench — Mon, 15 Sep 2025 10:43:12 GMT

I'll read through this & respond after lunch.

Re: Full fibre installation

Mandisa-TT — Mon, 15 Sep 2025 10:44:52 GMT

Thank you so much @KeithFrench

Re: Full fibre installation

KeithFrench — Mon, 15 Sep 2025 12:31:47 GMT

Hi @Mandisa-TT

It now seems that this may be getting resolved, as TalkTalk did not activate the Full Fibre, which they have done. @F10rrell only has the Wi-Fi Hub1 (Sgaemcom FAST5364), which is totally incompatible with Digital Voice (VoIP). She should be provided with the new Wiu-Fi Hub 3 as it is the standard router. However, an agent kept telling her she had the latest router, which is clearly not the case. Apparently, there is a hold on the router order. I do not know why.

This is going to leave the customer without DV. Hopefully, they might get broadband via the old router connected to the ONT, but that keeps losing its configuration, which is far from ideal.

There is also a problem with the location of the ONT. I suggested to the customer previously that it should go where the old router was, as the WiFi coverage there was good. MJ Quinn who did the installation, put it downstairs right next to the TV, which is the worst possible location, as the electronics in a TV, whether it is on or off, dramatically affect WiFi reception.

@Lorrainef can you help the customer in any way, as she has had a really bad experience with TalkTalk/MJ Quinn?

Re: Full fibre installation

Mandisa-TT — Mon, 15 Sep 2025 13:07:28 GMT

Thank you @KeithFrench

Re: Full fibre installation

Lorrainef — Mon, 15 Sep 2025 13:31:18 GMT

Thank you Keith, I'll get the team to take a look at it.

Re: Full fibre installation

KeithFrench — Mon, 15 Sep 2025 13:47:05 GMT

Thanks @Lorrainef

Re: Full fibre installation

F10rrell — Tue, 16 Sep 2025 10:14:20 GMT

The full fibre has now been activated but we still have no WiFi as the router has not connected. Also we have not yet been sent a tracking number for the new router that I was told was on the way!

Re: Full fibre installation

F10rrell — Tue, 16 Sep 2025 12:38:00 GMT

Apparently my new full fibre connection is activated. However, if I connect a laptop via an Ethernet cable to the ONT, the laptop reports no internet connection. I have turned the ONT off for over 30 mins, that makes no difference at all. Therefore, the fibre might be OK, but its access to the internet is blocked, probably due to an authentication issue. Test on the laptop reveal that it is not being allocated a WAN IP address by your network. In addition to this, I still have not been provided with a tracking number for the router. Finally, there is the issue that M.J. Quinn ignored my request to put the ONT upstairs & just installed this where it was easiest for him, right by my TV. I have been reliably informed by your Community Star @KeithFrench, that this is just about the worst place in a house for Wi-Fi reception. I have now been out of service since Friday and this totally unacceptable.

Re: Full fibre installation

KeithFrench — Tue, 16 Sep 2025 12:45:19 GMT

Hi @Lorrainef

Despite contacting the Full Fibre helpdesk, this failed installation is a total disaster. Please can you see if there is anything you can do to address these three main issues for @F10rrell, namely:-

The installation is still not working, or it is not authenticated, as an Ethernet connection from a laptop directly to the ONT proves that no WAN IP address is being allocated.
The new Wi-Fi Hub 3 order has yet to provide the customer with a tracking number.
The installer from M.J. Quinn has not put the ONT anywhere near where the customer requested it. He obviously has no knowledge about Wi-Fi, putting it right by the TV downstairs. I can easily pull up loads of websites to back me up in saying that this is just about the worst place to put a router (apart from a kitchen).

Thanks very much.

Re: Full fibre installation

Lorrainef — Wed, 17 Sep 2025 07:50:13 GMT

Good morning I've escalated this into the management team for that area, they'll take a look at what's gone on and will get someone to pick this up and reach out.

Re: Full fibre installation

KeithFrench — Wed, 17 Sep 2025 08:17:17 GMT

Thanks very much @Lorrainef.

Re: Full fibre installation

F10rrell — Wed, 17 Sep 2025 08:55:40 GMT

Thank you @Lorrainef That's good news

Re: Full fibre installation

F10rrell — Wed, 17 Sep 2025 12:18:04 GMT

Just had a call from customer services and they've arranged for an openreach engineer to come tomorrow morning.

A router arrived in the post this morning, even though I wasn't sent a tracking number, but it's not the Hub 3!

Re: Full fibre installation

F10rrell — Wed, 17 Sep 2025 12:20:47 GMT

The new router may be a Hub 3 in the older case.

Re: Full fibre installation

mandisa1-TT — Wed, 17 Sep 2025 12:31:14 GMT

Thank you so much for updating us an engineer visit has been arranged for you, hopefully the issue will be resolved.

Re: Full fibre installation

F10rrell — Wed, 17 Sep 2025 12:33:54 GMT

I have double checked, with photo, and can now see it is a Hub 3! Apologies for the confusion everyone!

Re: Full fibre installation

mandisa1-TT — Wed, 17 Sep 2025 12:39:07 GMT

That is okay, thank you for double checking:)
While i still have you online, i would like to confirm is there anything else that i can assist you with?

Re: Full fibre installation

F10rrell — Wed, 17 Sep 2025 12:41:39 GMT

I'm hoping everything will now be resolved tomorrow and I will have WiFi back and I'll be able to use all the devices and equipment as before - better than before!

Thank you.