No internet, flashing PON light, going in circles with webchat!

[newcurls]

I had Full Fibre 150 installed on the 24th October, it took four days before my service was "live". I got an email on the 28th October stating my service was live but no internet access.

The PON light is flashing on the ONT box.

I have been through webchat twice with no resolution.

When I connect a laptop directly to the LAN port on the ONT I have no internet access.

Can someone please advise what the issue could be and how to get this resolved? Thank you.

[Michelle-TalkTalk]

Good morning,

I'm glad to hear that the fault has been resolved. I've included a Help Guide below,

About your auto compensation credit - TalkTalk Help & Support

Thanks

Michelle

[newcurls]

Hi,

Back with an update. Had OpenReach engineer out this morning who diagnosed and fixed the issue. The problem was my ONT was plugged in to the wrong SASA. 

I am being billed for the days 24th-31st October...days when I had no internet connection at all from the day of installation.

Surely I should not have to pay for these 7 days when I had no service?!

[Chris-TalkTalk]

Sorry, I'll let you know when I receive and update or they may contact you directly

Chris

[newcurls]

Ok, so what can I expect to happen next? Phone call? Engineer visit? 

How do I know it’s being looked in to?

[Chris-TalkTalk]

I don't know to be honest, our Future Fibre team will be able to look into this.

Chris

[newcurls]

Do you think it could be as simple as incorrect OTN serial number? I read this was the issue for some other people. 

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Future Fibre team and ask them to take a look

Chris

[newcurls]

Connected laptop, no internet connection. I tried with two internet cables. 

[Chris-TalkTalk]

Thanks. Could you just try connecting your laptop directly to the ONT again please

Chris

[newcurls]

I still get the “Your Eero 6 can’t reach the internet” error message in the Eero App when I try to register the router. 

PON light is still flashing green. 

On webchat they did multiple line tests and said no faults found. 

I read the flashing green PON light could mean an authentication error due to incorrect ONT serial number being entered when ONT was installed. Could that be the issue?

[Chris-TalkTalk]

OK thanks

[newcurls]

Hi, 

Thanks for reply. I’ve had the ONT box unplugged from the mains all night. I’ll plug it in and turn it on now. 

[Chris-TalkTalk]

Hi newcurls,

I'm sorry to hear that you're experiencing problems with your service. Can you please switch the ONT off and leave it off for at least 30 minutes then switch back on and retest. If it's then still not working I'll pass it over to our Future Fibre team for further investigation

Chris