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. 

[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?