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?

[Chris-TalkTalk]

That's great news Shannon, thanks for letting me know

Chris

[shannonh845]

Hi @Chris-TalkTalk as of last night the internet is now working. I noticed the light on the router had changed to white. I checked upload/download speeds and they're as expected so all good, finally. Thanks for your help.

[Chris-TalkTalk]

No problem 🙂

[shannonh845]

OK thanks @Chris-TalkTalk 

[Chris-TalkTalk]

Thanks Shannon, yes that's helpful. 174 is the latest firmware version and should be fine. I've asked our Future Fibre team to take a look. We'll let you know when we receive an update or they may contact you directly

Chris

[shannonh845]

Hi @Chris-TalkTalk  it's the router the engineers brought during the installation. They said I could use either that one or my existing router since they're the same. Another engineer said it's better to use the new router as my existing one might not be configured for the speed of the full fibre connection. I've tried both routers with the full fibre connection on several occasions and it's always the same result. If it helps, the firmware version for the existing router ends in 174. 

[Chris-TalkTalk]

I've passed this to our Future Fibre team. I'll let you know when I receive an update or they may contact you directly

Chris

[Chris-TalkTalk]

Thanks Shannon, is that the only router that you have?

Chris

[shannonh845]

Hi @Chris-TalkTalk  the last three digits are 158

[Chris-TalkTalk]

It's still showing modify request in progress. Could you login to the router settings and check the firmware version. Could you let me know what the last 3 digits of the firmware version are please

Thanks
Chris

[Chris-TalkTalk]

Still showing modify request in progress, I'll check it again in the morning

Chris

[Chris-TalkTalk]

OK thanks. It's showing modify request is in progress so I'll check it again later

Chris

[shannonh845]

Hi @Chris-TalkTalk  there has still been no change since I got home last night. 

[Chris-TalkTalk]

OK thanks 🙂

[shannonh845]

@Chris-TalkTalk OK, I'm not home at the moment so will let you know how it goes this evening/tomorrow

[Chris-TalkTalk]

OK thanks. I'm going to make a change, could you leave it an hour and then retest

Thanks
Chris

[shannonh845]

@Chris-TalkTalk  Yes it is

[Chris-TalkTalk]

Thanks for trying that. Just to confirm, is your router the wifi hub 2?

Chris

[shannonh845]

Hi @Chris-TalkTalk I've switched everything off for well over 30 minutes, switched back on and it's still not working. The light on the router still goes orange and doesn't change.

[Chris-TalkTalk]

Hi shannonh845,

Our provisioning team have checked and say that you should now have a working service. If it's still not working can power the ONT down for 30 minutes then switch back on and retest. Please let us know how you get on

Chris