ONT Service Light Going On And Off

[CitizenJon]

Hi there,

City Fibre installed full fibre yesterday and the engineer seemed happy but then he only attached the router(standard TalkTalk hub that was sent just prior to the install) as he was leaving.

With the router attached, the ONT green service light changes between on and off - when the light is off, the router says it's not connected to the internet. The engineer indicated that it should always be on and if not, it's likely a City Fibre issue. 

I've been on TalkTalk chat for 3 hours this morning and have been bounced between teams about 8 times (primarily order management and technical). The latest suggestion was that it was a wifi issue and I was offered an upsell to a mesh network. 

Wifi isn't the issue - I can connect to the hub but it can't reliably connect to the internet. 

I was wondering if anyone has suggestions / advice on how I'd go about escalating this. 

Thanks all. 

[amahle-TT]

Hi there, thank you for reaching out. As the checks still indicate missing or incorrect data for this service. 

Here is the number to our customer service department 03451720088 they will refer you to our order management team who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed

[CitizenJon]

Hi there,

I was hoping you'd be able to provide an update on this - it's getting on for two weeks since full fibre was installed and it's been down completely for the last two days (currently still down). 

Thanks. 

[amahle-TT]

While we are still looking into it, please bear, we will provide feedback once we have it. Thank you for your time and patience

[CitizenJon]

Ok, thanks for looking into it - do you have any suggestions on what I need to do next?

thanks. 

[Mandisa-TT]

Thank you for your patience as I investigated this matter. Currently, I cannot conduct full diagnostics on your line because our support platform indicates missing or incorrect data for this service. This typically occurs due to one of the following reasons:

• An order is still open or awaiting activation
• A service cease has happened that isn't reflected in our main systems
• The product details are inconsistent (for example, FTTC appears when it should be FTTP)

In your case, it seems the product details are misaligned, as your account shows FTTC.

[CitizenJon]

Yes, please proceed. 

[Mandisa-TT]

Thank you for confirming, I will be able to check if I will be able to run checks on your line, are you at home to be able to proceed?

[CitizenJon]

Hi there,

Yes, loss of service from the old copper line - there's no dial tone (stopped at some point yesterday) - internet was working but had stopped by this morning though. 

Thanks. 

[Mandisa-TT]

Hi @CitizenJon 

Thank you for sharing these details—I completely understand how frustrating this must be for you. I’ve reviewed your account, and the reason you’re still seeing FTTC 65Mb is that your account is currently provisioned under FTTC.
 

The ONT behavior you’re describing (service light off and temporary recovery after reboot) suggests the fibre service isn’t fully activated yet, which aligns with the current account status. I can run checks on the active FTTC line to confirm stability and identify any issues while we wait for the fibre activation to complete. Just to confirm at the moment your services are working okay?

[CitizenJon]

Hi there,

I'm still failing to make any progress - the number provided still seems to be generic and I'm struggling to find the correct combination of button presses / voice responses to connect to the right team. 

The service light is still off at times and has always been permanently off when we check first thing. Restarting the ONT seems to kick it back into some form of life but only temporarily.

I spoke to tech support who said it takes 24 hours to activate - it's now 72 hours and the old copper line is dead now (so no landline). Seemingly, the system still says 65Mb / FTTC and won't update for 10-14 days.

Tech support always insist on walking me through a script and end up suggesting wifi issues (even when I say it's an issue wired directly to the router. They aren't interested in the ONT state (possibly not covered by the play book) and as it's not permanently off, they invariably don't see an issue (and aren't prepared to go off script). 

It feels like the issue needs escalating to CityFibre but no one seems able or interested in doing that. 

Any suggestions? All I can think of  is waiting for when it's permanently down, not reboot and go through support again.

Thanks  all. 

[Mandisa-TT]

Thank you for your patience and I have spoken to my manager for you and its is only FTTC 65 account we are able to bring up.
 

I sincerely apologize for any confusion regarding the checks on your line. We can only run checks on the FTTC line, and since you are inquiring about the new City Fibre package, you will need to contact our Full Fibre Team directly. They are better equipped to assist you with this transition and identify any potential resolutions.
 

I understand how frustrating it can be, especially having spent considerable time navigating through support.

Contact Number: 03451720074  

Opening Hours: 

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

[CitizenJon]

Hi there,

I have just one account - it was (supposed to be) upgraded from FTTC (OpenReach)  to full fibre (CityFibre) yesterday.

I do note that the old FTTC connection still seems to be working and was expecting it to stop soon after the installation.

Thanks. 

[Mandisa-TT]

It should have been updated on the account by now since it is install as customer mentioned @Gliwmaeden2 perhaps the customer has more than one account because using the email address it is picking up a Fibre 65 account. 

@CitizenJon Please confirm if you have multiple accounts. If so, kindly add the TalkTalk account number for the account you are inquiring about in the private notes section of your profile.

[Gliwmaeden2]

@Mandisa-TT, perhaps your systems haven't updated the package details?

@CitizenJon mentioned this was installed by Cityfibre, so not Openreach, and it is full fibre, not FTTC. 

FTTC doesn't use an ONT.

[Mandisa-TT]

Hi @CitizenJon I understand your frustration with the connection issues you're experiencing, I have access your account and I do see that you are on

Fibre 65 (FTTC-OR). The green service light on the ONT should indeed remain on consistently. If it’s fluctuating, this could indicate an issue with the connection, as the engineer mentioned. Please give me a moment while I perform checks, and I will keep you updated on my findings. If we identify any issues on our end, I will ensure that we address them promptly. Please confirm the issue you experience most, drooping connection, slow speed or no Internet?