Full fibre installation

[F10rrell]

Hello 

@KeithFrench 

We had #full fibre installed on Friday by MJ QUINN the router wasn't checked correctly and we have had no internet or WiFi since! The previous package was disconnected on Friday and the new one started but we are unable to use anything

Lesley 

[Mandisa-TT]

Thank you so much @KeithFrench 

[KeithFrench]

Hi @F10rrell 

You will likely experience Wi-Fi reception issues that you didn't have before, because the Hub 3 is located next to the TV. Your best bet now is to consider using a long Cat 6 minimum Ethernet cable to move it away from the TV. I like to run it around skirting boards in self-adhesive white plastic trunking. Of course, this is all work that you would not have needed to do if only MJ Quinn had put the ONT where you asked them to.

[Mandisa-TT]

Thank you so much for the update that everything is working okay.

[F10rrell]

Openreach have now been and connected everything, although they have left the ONT and router by the TV. Everything does seem to be working!

[mandisa1-TT]

You are most welcome and i am most certain the engineer will have that sorted for you:)
Enjoy the rest of your day and take care.

[F10rrell]

I'm hoping everything will now be resolved tomorrow and I will have WiFi back and I'll be able to use all the devices and equipment as before - better than before!

Thank you.

[mandisa1-TT]

That is okay, thank you for double checking:)
While i still have you online, i would like to confirm is there anything else that i can assist you with?

[F10rrell]

I have double checked, with photo, and can now see it is a Hub 3! Apologies for the confusion everyone!

[mandisa1-TT]

Thank you so much for updating us an engineer visit has been arranged for you, hopefully the issue will be resolved.

[F10rrell]

The new router may be a Hub 3 in the older case.

[F10rrell]

Just had a call from customer services and they've arranged for an openreach engineer to come tomorrow morning.

A router arrived in the post this morning, even though I wasn't sent a tracking number, but it's not the Hub 3!

[F10rrell]

Thank you @Lorrainef That's good news 

[KeithFrench]

Thanks very much @Lorrainef.

[Lorrainef]

Good morning I've escalated this into the management team for that area, they'll take a look at what's gone on and will get someone to pick this up and reach out.

[KeithFrench]

Hi @Lorrainef 

Despite contacting the Full Fibre helpdesk, this failed installation is a total disaster. Please can you see if there is anything you can do to address these three main issues for @F10rrell, namely:-

1. The installation is still not working, or it is not authenticated, as an Ethernet connection from a laptop directly to the ONT proves that no WAN IP address is being allocated.
2. The new Wi-Fi Hub 3 order has yet to provide the customer with a tracking number.
3. The installer from M.J. Quinn has not put the ONT anywhere near where the customer requested it. He obviously has no knowledge about Wi-Fi, putting it right by the TV downstairs. I can easily pull up loads of websites to back me up in saying that this is just about the worst place to put a router (apart from a kitchen).

Thanks very much.

[F10rrell]

Apparently my new full fibre connection is activated. However, if I connect a laptop via an Ethernet cable to the ONT, the laptop reports no internet connection. I have turned the ONT off for over 30 mins, that makes no difference at all. Therefore, the fibre might be OK, but its access to the internet is blocked, probably due to an authentication issue. Test on the laptop reveal that it is not being allocated a WAN IP address by your network. In addition to this, I still have not been provided with a tracking number for the router. Finally, there is the issue that M.J. Quinn ignored my request to put the ONT upstairs & just installed this where it was easiest for him, right by my TV. I have been reliably informed by your Community Star @KeithFrench, that this is just about the worst place in a house for Wi-Fi reception. I have now been out of service since Friday and this totally unacceptable.

[F10rrell]

The full fibre has now been activated but we still have no WiFi as the router has not connected. Also we have not yet been sent a tracking number for the new router that I was told was on the way!

[KeithFrench]

Thanks @Lorrainef 

[Lorrainef]

Thank you Keith, I'll get the team to take a look at it.

[Mandisa-TT]

Thank you @KeithFrench