Full fibre login how does the network know me?

[barneyuk1]

I don't have to login so how does the network know it is me?

[Gliwmaeden2]

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.

[barneyuk1]

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!

[Karl-TalkTalk]

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. 

[barneyuk1]

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.   

[Michelle-TalkTalk]

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

[barneyuk1]

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.

[Chris-TalkTalk]

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

[barneyuk1]

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.

[Chris-TalkTalk]

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

[barneyuk1]

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.

[Chris-TalkTalk]

Yes, you should be able to connect without it. Was it like this when the engineer left?

Chris

[barneyuk1]

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.

[Chris-TalkTalk]

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

[barneyuk1]

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?

[Chris-TalkTalk]

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

[barneyuk1]

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.

[KeithFrench]

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.