Full Fiber install yesterday in Glasgow, PON light flashing.

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

Hi i had full fiber installed by openreach yesterday and after the guy hooked everything up the connection wouldn't work, PON light flashing. he told me somebody would "probably come out later today" to fix it and told me to keep checking the PON light every 2 hours to see if it's solid green so that i can use the service. Been told it can take up to 5 days to fix but after checking here on the forums and seeing other people with this issue going on for months at a time it's not really giving me any confidence that this will be fixed within the 5 days. When i went to OFCOM and searched my postcode i see that the speeds i ordered are not even listed as available in my area. It lists the slower speed I'm already on (80/20)then jumps to a 1000mbps. I don't see any other speeds listed in between like my mother does who lives around the corner from me and had hers installed a couple of days ago and is working fine. I noticed they connected her to a white box outside her front door with a black modem but they connected me to a pole outside my back garden and gave me a white modem despite the fact that i have got the same white box installed outside my front door that my mother has. He told me he can't do that and had to use the one out the back of my house which turns out to be not even connected. is the time frame of 5 working days realistic as a expectation for this to be fixed? I know it's biased on these forums because it's all about complaints but from my own quick observations on here and other ISPS's forums is that customers in the position im in usually wait about a month or more for it to be fixed.  Why didn't they know this before they installed it in my house? Why did you tell me somebody is coming to survey my premises before the connection is installed if they aren't capable of figuring out the things either not hooked up properly or not registered correctly in a office somewhere? Kinda disappointing tbh.

[Karl-TalkTalk]

Hi

That's excellent, so glad to hear it's working correctly now.

Regards,

Karl. 

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

Hi, good news the engineer found the fault and got the original ONT working with a solid green light. Getting 150mbps down and 29mbps up atm. Thanks!

[Karl-TalkTalk]

OK, thanks for keeping us updated.

Regards,

Karl. 

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

He couldn't get the connection to be solid green even with a new ONT and said he has to go to the exchange and check some card /code is registered correctly and said I'm the first customer on the "head end". He said he would be back at some point so I'm still waiting at home. 

[Karl-TalkTalk]

Hi

OK, please keep us in the loop.

Karl

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

Engineer here now checked everything correct swapped modem light still flashing green and he's still here on a call with them. He sounds annoyed at the person he's giving the serial code to because he was asking him to check stuff he's already done before he even called them. I'll let you know the situation after he's left .

[Karl-TalkTalk]

Hi

Did the fibre team advise if Openreach have rescheduled the appointment ?

Karl.

[Gliwmaeden2]

You should also be compensated for the non appearance of the engineer, that nobody bothered to warn you about, @⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤.

Better than nothing, but you never get back a wasted day. 😔

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

I phoned the full fiber team only to be told that the engineer is not even coming i had no notification that he wasn't going to be arriving i had to chase it up myself around 5:30pm they are telling me i will be compensated daily for the days the connection hasn't been working but it's not good enough tbh i feel very let down by the service that openreach has provided or lack of it more accurately. Why wasn't i put on cityfiber?

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

I'm still waiting on them and not had any update yet. What is the latest time they will arrive?

[Michelle-TalkTalk]

Hello,

We'll check in with you later on this afternoon to see how you're getting on.

Thanks

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

hi Gilwmaeden2 i have got somebody else to help me so i will be in all day today.

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

Hi Gondola, somebody called the day before it but i missed the call and on the day of installation nobody called or text but arrived early in the morning between 9am and 10am. 

[Gondola]

Hi Yolo

It is normal practice for home visits for the Openreach engineer to text or call a mobile when they're on the way. This assumes that TalkTalk have given Openreach your mobile number for the purpose of contact before arrival. For example, did the Openreach engineers call or text before arriving for the ONT installation?

[Gliwmaeden2]

Better to arrange for someone to be in, regardless, @⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤.

Staff won't be back on here before the morning. 

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

Hi, do you know if they will give me a text or something tomorrow to let me know what time they will arrive at roughly, even a rough estimate would be good as i have some stuff do take care of and don't want to be out when they arrive. Not had any texts about it since i made the call today but i didn't check my emails yet so i will have a look.

[Gondola]

OK, well you made a reasonable effort to make sure the ONT was authenticated. If the issue is just a wrong serial number being entered initially then it'll be a quick in, correct, authenticate and out. They'll probably bring a replacement ONT just in case. Let us know what happens tomorrow.

[⭕⃤__ϓØŁØ_ֆШΔǤǤΞƝŞ_⭕⃤]

I think the agent didn't actualy understand what I was saying because of her not being a native English speaker. When I was telling her about the serial number she would just go silent then go back to her script and info from the computer.

[Gondola]

Yes, Openreach are coming to your house to take the serial number of the ONT. That's so they can correct any previous error. They can re-enter the serial number into their handheld device that will connect to the remote activation system.

I have no explanation for why TalkTalk's Future Fibre support agent wouldn't take the ONT serial number to pass it on to Openreach.

[Michelle-TalkTalk]

Afternoon,

Thanks for the update. If an engineer visit has been arranged then the engineer should hopefully be able to identify and resolve the fault for you. We'll check back in with you tomorrow to see how you get on.

Thanks