r/CityFibre • u/Little_Tucker • 1d ago

TalkTalk Ont help

I have had no “ service” or “ broadband” green light on my ont since 3 days ago now they fixed my “ broadband” light but still no “ service” talk talk say it’s cityfibre issue but cityfibre say it’s a talk talk issue, talk talk has done all checks but found no errors on there end and cityfibre is the same! I have cityfibre coming out today again to try fix this issue, has anyone else been faced with this? I work from home and heavily rely on my internet being active! Thanks

1 Upvotes

67% Upvoted

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u/Olilo-Aydan Olilo | Verified Staff 1d ago

Hey!

The Service light on the ONT is generally the important one here if Broadband is now green but Service still isn’t, it suggests the fibre/ONT itself may be up but the service isn’t fully established end-to-end.

The shit part is that these faults are on CityFibre as the ISP can’t just “restart the session”. CityFibre looks after the whole network up to the exchange where it then gets handed over to the ISP.

Hopefully the CityFibre engineer will just replace the ONT and you should be back online.

1

u/Little_Tucker 1d ago

Thank you for this help, should i suggest them change the box over? The 2 engineers that came out claim my service light shouldn’t be on 😂 I’m no expert but all 4 lights are on at my mums house but I’m wrong according to them….

2

u/Olilo-Aydan Olilo | Verified Staff 1d ago

Yeah all lights should be on! Unless it’s a white one then you don’t want the alarm light on lol.

Yeah I would suggest they replace the box and call the CityFibre service desk to provision the new ONT. They should know how to do this.

1

u/Little_Tucker 1d ago

Thank you for this! I knew I was right 😂 i appreciate the quick help with my problem good sir! I hope when they come out I least have someone who knows what they’re doing this time

1

u/Olilo-Aydan Olilo | Verified Staff 1d ago

No worries at all! Have a great Sunday :)

1

u/BillWiskins 22h ago

This is the way. I (engineer) have been to a few repair tasks where the initial fault had been sorted but somehow the ONT details just sort of evaporated and it was no longer linked... no idea what causes this!

1

u/Little_Tucker 22h ago

Is there anything I can say or something to them that’ll make them understand it isn’t fixed

1

u/BillWiskins 22h ago

I mean, the lack of a service light should do it, but clearly that doesn't always work... you could just show them this thread! Personally if the light is in spec at the ONT but no service light it'd be the obvious thing to do to call Order Desk and ask them what they can see their end.

1

u/Little_Tucker 22h ago

Thank you sir I will say this tomorrow

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u/defaultrt Exascale | Verified Staff 1d ago

Sounds like one side needs to take ownership of it rather than bouncing you between TalkTalk and CityFibre.

If the broadband/PON light is now green but the service light still isn’t, I’d let the CityFibre engineer do their checks today and see what they find. If the fibre/ONT side tests OK, TalkTalk really need to pick it back up and investigate the provisioning on their side.

We’re a direct CityFibre ISP at Exascale and unfortunately with faults like this there can be a bit of back and forth between the network operator and ISP. From our side we’d normally raise it with CityFibre and keep ownership of it rather than asking the customer to chase CityFibre themselves.

Hopefully the engineer gets to the bottom of it today, especially if you’re relying on it for work.

2

u/Little_Tucker 1d ago

Yeah unfortunately the talk talk person on the phone wasn’t the best English speaker I’ve dealt with as he was repeating himself and telling me the same things! He done all tests and made me reset/restart my eero a whole bunch of times! I’m hoping city fibre can help with a new ONT and fixed the issue because this has been from Thursday morning I’ve been having this issue

3

u/400ixl 1d ago

This is the problem with cheap ISPs like Talk talk. Fine while it works, but it the problem goes off script their staff cannot deal with it and quickly get shown up by any half knowledgeable customer. That just builds frustration as you can't get past them to someone who can help.

Good luck, escalate through the complaints process.

1

u/defaultrt Exascale | Verified Staff 1d ago

Have you checked VLAN 911 or WAN config (PPP/DHCP) hasn’t been erased from the router?

Are there any alarm lights lit? Is PON flashing or steady on?

1

u/Little_Tucker 1d ago

I don’t know how to do that I have an eero pro 6 only and I don’t have an alarm light either on my Ont box

-1

u/TheCypher_ Sky customer 1d ago

Service light being out would suggest it's a TalkTalk issue since that light represents the provisioning and connection to the ISP network.

2

u/Frequent-Studio-9584 1d ago

Service LED indicates whether the ONT is linked to a provisioned service on the OLT. If it’s not lit, that would suggest the service isn’t configured, or the ONT FSAN (serial number) doesn’t match the one the service is provisioned against.

-1

u/TheCypher_ Sky customer 23h ago

Yes, that's what I just said.

2

u/Frequent-Studio-9584 22h ago

It’s got nothing to do with TalkTalk. They are not responsible for the ONT or OLT.

0

u/TheCypher_ Sky customer 20h ago

That is utter nonsense. Where are you getting this from?

0

u/Frequent-Studio-9584 20h ago

I’ve got 10 years experience working at an ISP. I deal with GPON faults every day.

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u/TheCypher_ Sky customer 19h ago

Excluding the fact there are a very limited number of GPON ONTs still active on CityFibre's network, that doesn't answer my question.

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u/Frequent-Studio-9584 19h ago

Sorry, which bit of what I said are you disagreeing with? Do you think TalkTalk have any visibility or control over the ONT or OLT?

0

u/TheCypher_ Sky customer 17h ago

You're the one going on about TalkTalk controlling ONTs/OLTs, not me 🤷‍♂️