Cityfibre Full fibre installation issue - not resolved

[shannonh845]

I had two Cityfibre engineers out on Friday (3rd Nov) to perform my upgrade to full fibre. They installed the cabling and the equipment successfully, but when they were trying to perform the remote configuration they found a problem with the box at street level, as far as I understand. They couldn't fix it themselves and said someone would be out by Monday (6th Nov) to do so and would call me to check everything is working. Another engineer unexpectedly came out later on Friday evening (after 6pm) to try to fix it, but wasn't able to as the team who do the remote configuration had already finished for the day.

It's now Wednesday 8th Nov and nobody has been out nor contacted me. The service light on the wall-mounted box is still not lit up, and the light on my router is orange. Can someone please advise the next steps in order to get this resolved?

[shannonh845]

Hi @Chris-TalkTalk  any updates?

[Chris-TalkTalk]

OK thanks. I'll pass this over to our provisioning team and ask them to take a look

Chris

[shannonh845]

Hi @Chris-TalkTalk there's still no change.

[Chris-TalkTalk]

OK thanks. I've made a change to settings, these should take effect within the hour. Could you give it until 1:30 pm and if it's  then still not working please let me know

Chris

[shannonh845]

@Chris-TalkTalk it hasn't been working since I got home last night. All four lights on the black wall box are now green, but the light on the router is still orange and the internet doesn't work. I've checked the cables, switched the router off/on, reset the router, swapped it for my existing router (they are the same type), no change.

[Chris-TalkTalk]

The order is now showing complete on the City Fibre portal but if it's still now working when you get home please let us know

Chris

[shannonh845]

Hi @Chris-TalkTalk are there any updates yet? I've just received texts from TalkTalk, screenshot attached. I don't know if it's just coincidental timing or if it means they've resolved the issue - I'm not home today so I can't check.

[Chris-TalkTalk]

Hi Shannon,

City Fibre haven't posted an update yet, I'll check again first thing in the morning and get back to you

Chris

[shannonh845]

Hi @Chris-TalkTalk an engineer knocked on my door this morning while I was in the shower so I wasn't able to answer. Shortly after, they put a card through the door stating that they missed me/couldn't gain access, but the repairs had been carried out and my service should now be working. It still isn't working and nothing seems to have changed. The service light on the black wall-mounted box is still not on. Can you please advise?

[Chris-TalkTalk]

OK thanks Shannon, apologies for any inconvenience

Chris

[shannonh845]

OK thanks @Chris-TalkTalk . It's a bit frustrating. I will be home on the 27th anyway if the engineers do need access.

[Chris-TalkTalk]

Hi shannon845,

There was an update last night at 17:34 saying:

"We have a City Fibre Engineer scheduled to attend on 27/11/2023 to investigate and resolve the issues preventing the service from going live. If we require your customer to be home, we will reach out and ask for you to get the customer's availability."

I'm sorry that this has been delayed further but it looks as though more work is required than at first anticipated

Chris

[shannonh845]

Hi @Chris-TalkTalk , I wasn't home yesterday but it seems that nobody came out as my internet still isn't working. Can you please advise further?

[Chris-TalkTalk]

OK, please let us know how you get on

Chris

[shannonh845]

@Chris-TalkTalk Thanks, I'll see how things go on the 21st and if my internet gets up and running

[Chris-TalkTalk]

OK thanks, that's fine. The latest update from earlier today says that a City Fibre engineer is scheduled to attend on - 21/11/2023 -  it doesn't say that you need to be home

Chris

[shannonh845]

@Chris-TalkTalk Thanks, I've completed the form again

[Chris-TalkTalk]

I've sent you another PM

Chris

[shannonh845]

@Chris-TalkTalk the PM asks me to set up a telephone enquiry password which you also asked me to do yesterday, and I did so. Again, I don't know why my details wouldn't match the details in the system.

[Chris-TalkTalk]

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris