Full fibre login how does the network know me?
on 29-10-2023 03:38 PM
Message 18 of 18
I don't have to login so how does the network know it is me?
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17 REPLIES 17
24-11-2023 09:00 AM - edited 24-11-2023 09:03 AM
Message 1 of 18
Compensation takes c a month to sort out, @barneyuk1.
https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583
Check in Transaction History in My Account for a possible credit of £30, if it's been wrongly charged, or post a new thread in the billing section if you can't otherwise get it sorted.
Gliwmaeden2, a fellow customer.
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on 24-11-2023 06:48 AM
Message 2 of 18
Well just to add insult to injury. I have now received the bill for this month and find that I have been charged £30 for what was supposed to be a free upgrade. Also no sign of any compensation for the 5 days without any service. This is just intolerable, I am really looking forward to wasting more time on the chat and the so called 'Customer Support Service', not!
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on 01-11-2023 12:16 PM
Message 3 of 18
Hi
I'm really sorry for the poor experience you have had so far, and glad that Openreach have been able to get you online.
Also pleases to hear our complaints team picked this up quickly to aid in a resolution for you.
Regards,
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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01-11-2023 12:04 PM - edited 01-11-2023 12:05 PM
Message 4 of 18
No, no one has contacted me.
But I escalated it myself and spoke to the complaints team in the UK who arranged for a proper engineer from Openreach to attend today.
It took him just 20 minutes to identify that the 'cowboy' from MJ Quinn had plugged the fibre into the wrong port in the street. Five minutes later I had a working connection.
What annoys me more than anything is all the rubbish repeatedly spouted by the chat/phone support team, they really appear not to have a clue.
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on 01-11-2023 06:29 AM
Message 5 of 18
Morning,
Can I just confirm, have our Faults Escalation team made contact with you since your last post? If not then we can chase this for you straight away.
Thanks
Michelle
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31-10-2023 01:08 PM - edited 31-10-2023 01:10 PM
Message 6 of 18
Just wasted over an hour talking to people whose English I can't understand and am no closer to knowing when I'm going to have this sorted.
I want the issue escalated.
This has to be the worst customer service I have ever experienced.
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on 31-10-2023 08:12 AM
Message 7 of 18
OK thanks. I'll pass this over to our Future Fibre team, we'll let you know when we receive an update or they may contact you directly
Chris
Chris, Community Team
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on 30-10-2023 03:54 PM
Message 8 of 18
Done that at least four times, spent 4 hours on chat both Saturday and Sunday with no change after trying everything including direct connection, swapping routers etc. Can't do it now as I am at work. Where I shouldn't have been, as I was supposed to work from home this week.
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on 30-10-2023 03:14 PM
Message 9 of 18
OK thanks. Can you switch the ONT and router off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on
Chris
Chris, Community Team
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on 30-10-2023 02:46 PM
Message 10 of 18
Yes it was like that when the engineer left.
To make matters worse my copper connection was disconnected two hours later. So no internet or home phone since then.
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on 30-10-2023 01:57 PM
Message 11 of 18
Yes, you should be able to connect without it. Was it like this when the engineer left?
Chris
Chris, Community Team
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on 30-10-2023 01:26 PM
Message 12 of 18
Well I can't because since the Full Fibre was installed on Saturday morning the PON light flashes green and the router shows solid red. PC connected directly to doesn't change anything. They are sending me a replacement router, but I can't see that changing a thing as you say, you should be able to connect without it.
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on 30-10-2023 01:18 PM
Message 13 of 18
Well it's the ONT that connects to the internet, the router is a bridge between your devices and the internet. You can connect to the internet by connecting a device, with an Ethernet cable, directly to the ONT bypassing the router
Chris, Community Team
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on 30-10-2023 01:12 PM
Message 14 of 18
So how does the network know it is me? Is the router pre-programmed with my identity? You can't just ship up to a piece of fibre and connect any old router, the network needs to exchange some sort of information with the router to authenticate the account. So what is it?
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on 30-10-2023 01:08 PM
Message 15 of 18
Hi barneyuk1,
As Keith says, you don't need to enter a username and password as the connection uses full network authentication and so doesn't need a username and password
Chris
Chris, Community Team
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on 30-10-2023 12:56 PM
Message 16 of 18
So are you saying that the router is delivered to me pre-programed with my account? Because I enter no login details into it myself.
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on 30-10-2023 09:17 AM
Message 17 of 18
I can't be 100% certain with full fibre, but normally your router authenticates with a TalkTalk server. If the authentication process is OK, you have access to the Internet, if it doesn't, you'll have no access to the Internet. The light on the Wi-Fi Hub (assuming that is the router that you have) in that case will not be steady white.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
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