Fibre Upgrade

[Dundin1]

I have spent over 4-Hours on Live Chat with TalkTalk 'experts' trying to sort a problem that i'm sure is very simple to rectify but I just get passed from department to department, person to person, repeating the same discussion. Hopefully, someone can help, TalkTalk seem incapable!

I've been waiting since December 30th for a reply back which was promised, but also they have failed to do.

We had the full Fibre service upgrade which was completed on the 30th December with new fibre cable into the house connected to a new ONT box & a new Router. The 3-green Neon indicators on the ONT box are all illuminated  so I understand the connection is all good. The Router still has a solid Orange illuminated indicator on the front which indicates no broadband connection. We have tried the 20-minute power off then switch back on routine several times but to no avail. The router is connected to the ONS Box with the ethernet cable supplied &  photos  of both, with the cable connections were given to the live chat people when requested.

The 'old' copper telephone cable connection is still operational so TalkTalk 'experts' simply think our broadband connection, when tested, is good & seem unable to understand that there is any problem!!

The last conversation with thehelpdesk on the 30th December was that as I've had a Laryngectomy, speech is difficult for me so I asked for an email, Txt msg or even WattsApp with an explanation of what I should do rather than a telephone call but so far.....utter silence!!

So, What do I do now? Any suggestions to what the problem is & how I go about getting the problem resolved??

Or..... should I give up on TalkTalk & go to another provider???

[amahle-TT]

Much appreciated @KeithFrench.

[KeithFrench]

Hi @Dundin1 

Thanks for that, it does sound like the upgrade has never taken place. I'll have a word with my contact at TalkTalk to see if she can get things moving for you.

[Dundin1]

I have just powered off, disconnect & reconnected the Ethernet cable both ends as suggested, I shall now wait 20-mins & power back up.

I'll let you know what happens.

Previous, on power up, the Router indicator would change from solid orange to flashing orange /white but then would revert back to solid orange. During this period, the green 'Data' indicator would flash intremittently a few times but nothing on a continual basis.

Also, please note that the 'old' copper line is still functional.

[amahle-TT]

No worries @Dundin1 :).

[Dundin1]

Thankyou amahle but perhaps not yet! I do prefer communication by message but I can talk, with speakerphone on my mobile if neccessary. It is difficult & certainly impossible to maintain for long durations. Sometimes, my wife can be with me to help.

I have been a customer with TalkTalk (& Tiscali) for over 30-years. I have had reason to contact your help line via livechat only a few times over this period & the service was always good. This time it was dismal. However, I would hope my current problem is simple & any further problems will by solved on Livechat.

[KeithFrench]

Hi @Dundin1 

That looks fine, thank you. Normally, a flashing orange light indicates that there is no connection to the fibre. From this, I would suspect that the router is probably connected, but not authenticated with the TalkTalk network. The ONT must be fully registered with the TalkTalk network, which should have been done by your go-live date. When the router originally tried to authenticate, the light sequence would change from orange to flashing white/orange. When this process failed, it goes back to just flashing orange.

Before saying that you need to go back to the Full Fibre helpdesk (yes, I realise this has problems for you & that the time is taking), there is one thing you can try.

Disconnect the Ethernet cable at both the ONT & WiFi Hub and then reconnect it. This is just in case one connector is not fully seated correctly in the sockets on either the ONT or the hub.

If this does not sort it, please let me know, as I might be able to get a contact of mine at TalkTalk to intervene for you.

[amahle-TT]

Thank you for confirming, kindly confirm if you would like us to flag your account as a vulnerable customer?

[Dundin1]

Hi Keith, thanks for your help.

1: The Full Fibre Installation was completed by City fibre.

2: The ONT box has 3-green Illuminated indicators. These are Power, PON & Data. The Data doesn't 'Blink'

It also has another indicator labeled as Fault. This is not illuminated

3: We had a Sagemcomrouter model FAST 5464-2.

4: The ethernet cable from the ONT box does connect into the red Wan Socket on the router

[amahle-TT]

Thank you @KeithFrench!

[KeithFrench]

Hi @Dundin1 

I may be able to help you, as requested by @mandisa1-TT. However, I will need to know a few answers to these questions first. I appreciate that you will be repeating this information that you have previously given to TalkTalk, but as I am a customer myself, I have no access to that.

Please can you confirm:-

1. Was the Full Fibre provided by Openreach, CityFibre or another company?
2. The ONT varies between the different fibre installers. Please can you look at the ONT & tell me exactly which three lights are on?
3. I assume that you were given the TalkTalk Wi-Fi Hub 3 and not the eero routers?
4. The Ethernet connection between the ONT & Wi-Fi hub needs to terminate in the red WAN socket on the rear of the Hub 3. Is it connected like that?

Once I know the answers, I will try & help you.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[Mandisa-TT]

Thank you @Gliwmaeden2 

@Dundin1 At TalkTalk, we understand that some of our customers may require additional support due to health challenges. That’s why we offer Accessibility Services tailored specifically for individuals with permanent health conditions, or those experiencing temporary difficulties.

Our Accessibility Services Include:

Web Messaging: You can easily reach us through our web messaging services available on our Accessibility Hub within Online Help. This ensures you can communicate with us directly in a comfortable way.

Text Relay Service: For our customers who are hearing or speech-impaired, we provide access to an approved Text Relay service. This service translates text messages into voice in real-time, allowing seamless communication with others using standard telephones.
Emergency Video Relay Service:
Starting from 17 June 2022, all customers, including residential and direct business accounts, have free access to an emergency video relay service. This service is primarily designed for vulnerable customers with accessibility issues, especially those who are deaf or hard of hearing. However, it is available for all customers should the need arise.
 

Understanding Representation Options:

Nominated User: A nominated user can discuss the account details but cannot make financial decisions on behalf of the account holder.

Power of Attorney (POA): A POA is established when you, as the account holder, designate someone to manage your finances before losing capacity. This designation is legally signed by you and the appointed attorneys.

Deputyship: If you are unable to make your financial decisions and do not have a POA in place, a Court of Protection application must be submitted to appoint a legal deputy to manage your affairs.

Would you like us to flag your account as a vulnerable customer?

[Gliwmaeden2]

@Dundin1, the forum staff cannot advise on solutions to Full Fibre issues, which is why they are recommending that you contact that team directly. 

However, there may be little support available today while systems are down for checking lines, connections etc.

Chat support should be open until 9pm.

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

[Dundin1]

Hi Mandisa1, If you truly read my post & took note, you would have seen that due to my Laryngectomy, speech is difficult so after being assured I would be contacted by email, txt msg or even wattsapp, am I calling them to ask why they haven't bothered to contact me??

I have wasted 4-hours allready, I really am reluctant to waste more!!

[mandisa1-TT]

@KeithFrench I would appreciate any guidance on this:)

[mandisa1-TT]

Hi there @Dundin1 We sincerely apologize for the inconvenience caused to you, on my end the system is picking up your are on full fibre 150 Voip plan, please contact the full fibre team on 0345 172 0074 -  Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They investigate and assist you further.