Full Fibre still not working after installation

[Yojimbo36]

Hello,

I had my full fibre installed on the 7th August 2024. My service has never worked and TalkTalk tech support doesn’t seem to be taking it seriously. It has been escalated so many times now that I don’t know what to do.

I have had city fibre over 4 times and they can confirm the ONT box is fine and all 4 lights are solid green. I have had engineers check the outside set up and the setup in my house. I have tried 4 different routers and cables and it still doesn’t work. They all say it is a TalkTalk issue and need to sort the order out.

The back team is currently trying things but we seem to be getting no where. I was wondering if anyone had some insight to what could be stopping everything working together. It has nearly been 2 months without the service.

[Michelle-TalkTalk]

Morning,

How are you getting on? Have our team been in contact?

Thanks

Michelle

[Chris-TalkTalk]

Hi Nicky,

Hopefully someone from the Network team will contact you this evening or over the weekend

Chris

[Yojimbo36]

Thank you,

Please can you get my case manager to call me back, I keep getting texts saying they will ring me and never do. When I get through to the TalkTalk chat they keep passing me on and say 'I can see you have a call booked later.

Thank you again,

Nicky

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Network team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[Yojimbo36]

Hello,

There in no internet when I connected a laptop directly to the ONT box.

CityFibre did test inside and outside the property and they said their reading were fine.

They could see there was no internet access when connecting their device to the ONT as well.

Thank you,

Nicky 

[Chris-TalkTalk]

Thanks Nicky. Have you tried connecting a device directly to the ONT with and Ethernet cable to see if there's an Internet connection?

Chris

[Yojimbo36]

Hello,

I have the Eero 6 pro connected at the moment and all 4 lights are solid green.

I have also followed all the setup check with the tech team.

Reading posts that sound similar to mine they all talk about 'the ONT modem had the wrong serial number and the router could not communicate with it' or 'the line has to be rebuilt as there is no external IP address'. 

Thank you for assisting me,

Nicky

[Chris-TalkTalk]

Hi Yojimbo36,

Which router do you currently have connected? Which lights are on, on the ONT?

Chris

[Yojimbo36]

I have updated my details.

[Chris-TalkTalk]

Hi Yojimbo36,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris