Helping neighbour

[sandyback]

You have upgraded my neighbours connection to full fibre and left them without a working connection could you please advise who to contact 

it is now full fibre with a 5464 router which gets stuck on a static orange light 

city fibre have now been twice and confirmed it’s all working from their end 

ideas ? Suggestions ?

[Chris-TalkTalk]

Thanks

[sandyback]

Will do

[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 

Thanks

Chris

[sandyback]

It is 

[Chris-TalkTalk]

I've received an update saying that this should now be resolved. Is the router currently connected to the ONT and switched on?

Chris

[Chris-TalkTalk]

I'm sorry it's taking so long but hopefully it will be resolved soon

Chris

[sandyback]

We raised a complain as everything is just taking a crazy about of time , never known anything like it to be fair … that’s not just you guys but the telephone and web chat support as well ( who just take you around in circles repeating the same tests ) we spoke with Ben in case management and was told that we should never have been sent a 5464 let alone two and an eero and grandstream has been shipped out on next day 

[Chris-TalkTalk]

No, neither are relevant, they are different issues. The issue has been assigned to an agent so hopefully it will be resolved soon. I'll let you know when I have any more information

Chris

[sandyback]

or this?

https://community.talktalk.co.uk/t5/Full-Fibre/Full-fibre-intalled-no-internet-connection/td-p/29038...

[sandyback]

is this relevant?

https://community.talktalk.co.uk/t5/Full-Fibre/Full-fibre-installation/td-p/2924189

[Chris-TalkTalk]

Yes, I'd says it's been 5 working days now so I'm chasing it. I'll let you know when I have any more information 

Chris

[sandyback]

Would you say that today is day 5?

[Chris-TalkTalk]

No further updates yet. Ill check again later

Chris

[Chris-TalkTalk]

I'm sorry it's taking so long to resolve. This generally takes 3-5 working days so we should have an update tomorrow at the latest

Chris

[sandyback]

Thanks for the reply Chris but despite another Friday and Saturday onto your technical team , full fibre order department and the loyalty team we have got no further , the bit I don’t get is the router is set to get its wan address via dhcp yet the city fibre ont boxes don’t give an ip address out … I looked at my own an its using PPPoe … either way I think they are that fed up now they are calling customer services today to cancel so they can order elsewhere  

[Chris-TalkTalk]

Sorry for the delay. No further updates yet but I'll check again later

Chris

[sandyback]

this just gets better and better, thanks for the reply, time i think to be honest with my neighbour and suggest they are with the wrong supplier

[Gliwmaeden2]

Staff will not be back before Monday, @sandyback.

[sandyback]

any updates?

[Chris-TalkTalk]

No problem. I don't know if it will be resolved today it should be resolved soon.

Chris