Upgraded to Full Fibre but not active

[Cecilia-Vieira]

Hi there,

We had full fibre (FF 500) upgrade installed Monday Afternoon (27/02/23). Everything seems to be fine on the ONT side (4 green lights when the router is plugged in), but the router (Eero Pro 6) gets no internet connection. When connected through one of the Ethernet ports and powered on, it flashes white for several minutes before turning to solid red and there is no internet connexion (the LAN works fine).

I have been on the Talktalk online chat, they said it should be activated within 24h but it is still not working. I have talked to several agents about this and can’t get it solved

Our current Talktalk broadband (Fibre 65) still works fine, but when will the full fibre upgrade be live ?. I hope someone from TalkTalk sees this and helps me fix this issue

Thank you.

[Karl-TalkTalk]

Hi

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.
 

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[Davidtalk]

We have same problem

we and several neighbours got fibre upgrade one or two weeks ago. All with TalkTalk. We still have copper and old router internet. The new router does not connect via the optical digital box even though the data light is green the light on the new router goes back to orange. We have also lost our copper land line phone, a few days after fibre installed . I have had messages saying we are active on fibre and to connect the router. It is connected rebooted etc, Still not working. I have had another message saying that someone will come in the next couple of months to complete the switchover. My wife, 86 is still having scans etc for lung cancer and I need a reliable land line and internet. I have a very limited smart phone contract with TalkTalk which gives me 200 minutes of calls and 400 MBytes of data a month. Hours of chats so far on line. Letter sent to HQ, 2 emails to CEO (another response). This is awful and so stressful!

[Chris-TalkTalk]

That's great news Cecilia, thanks for letting me know 🙂

Chris

[Cecilia-Vieira]

Hi Chris, I just checked and Im happy to inform that my service is now working. Thank you so much for helping me and getting this all resolved. 

[Cecilia-Vieira]

Thanks for the update. I’ll let you know this evening if it’s working or not

[Chris-TalkTalk]

I've received an update, they've made a change but they can see that it hasn't had the desired effect so they are looking into it further. If your service does start working this afternoon/evening, please let me know, if not I'll check in the morning for further updates

Chris

[Chris-TalkTalk]

No updates yet so I've requested one from City Fibre, I'll let you know when I get one

Chris

[Cecilia-Vieira]

Hi Chris

are there any updates on the issue?

[Chris-TalkTalk]

Hopefully it will be resolved sometime today. I'll keep an eye on the fault ticket and let you know when there's an update

Chris

[Cecilia-Vieira]

Thanks for the response, hope this does get resolved soon

[Chris-TalkTalk]

Hi Cecilia,

This has been raised to CF for investigation, these issues are generally resolved fairly quickly so hopefully you won't be without service for much longer. I'll check for an update again later

Chris