Full Fibre 900 stopped working yesterday

[GMAN73]

Hi all, Cityfibre did my install on Thursday and there were no issues (speeds were 940 down 938 up 😀).

Broadband was working yesterday late morning and noticed a company (Locktel) working on the box on the street. Then I realised that my broadband was down, on the router the internet light was flashing red, on the ONT only the 1 and 4 (power and ethernet) were light green. I switched off both devices for a few mins, still no broadband.  I reset the ONT using the reset with a pin for 10 seconds still the same.

I spoke to the company worker who said it would not affect my broadband, then an 1hr later he knocked the door and said oh the work I’m doing will affect it, I should be done in an hour.

By 6pm he had left and still no broadband.

Should I call Cityfibre or Locktel. Don’t think it’s a Vodafone issue?

Thanks

[Jayach]

Your contract is with Vodafone so you should report it to them.

However, I can't see that also contacting the other 2 companies will do any harm and may well speed things up.

[GMAN73]

Well still no broadband.  Cityfibre came out and checked the cabinet they hooked up a device and it did not detect any light going to my port or the other various ports that they tested.  There is no light going to my fibre cable in my room.  They said that the splitter might be the issue.  Locktel (who as far as I’m concerned are responsible for this fault) we’re out today and still no broadband.  

Red internet light still flashing on router and only power/Ethernet showing on green light.

Been waiting for FTTP for years and now I feel like cancelling.

[Andy]

Hi @GMAN73 👋 I`m really sorry to hear of the issues you've faced since the work took place, just to confirm have you also been speaking to our broadband team regarding this as well? 

[GMAN73]

Hi Andy,

I spoke to Ali on Sunday then Rupali called me on Monday, she would assign to Cityfibre.  Later in the afternoon Cityfibre appeared they did tests and they did not detect any lights going to various ports in the cabinet including my port that I’m assigned.  Locktel we’re hear today again and still no broadband.

Rupali also gave me a ref number.

Cityfibre did raise a ticket for a Splitter engineer to attend, not sure if that’s themselves that come out  or whether it was that Locktel company. 

Everything was perfect until Locktel appeared on late Friday morning.

Thanks

Gerry

[Ripshod]

Have you been round the neighbours to find out who else has been cut off? Make sure they're all complaining. 

[GMAN73]

Ripshod, I’m the only one who is connected via the Cityfibre box so far. 😭

[Andy]

@GMAN73 That`s good to know, I just wanted to make sure they were in the loop with what's been going on. It does sound like it`s being actively looked into, I do sincerely apologise for the loss of service you've experienced. If you do require any updates, feel free to pop our Social team a message via this link.

[GMAN73]

Well today there was a Cityfibre engineer at the box said to myself yes that will be the Cityfibre Splitter tech to fix the screw up that Locktel aka Cockuptel did, 30mins later there was a knock on my door, I ran downstairs faster than a child on Christmas morning expecting my connection to be fixed instead he asked me was my internet working said no, asked him if he was the splitter, no he is just there to do a new install for the neighbour.

I explained to him about Locktel and there is no light going to the ports, so looks like that will be a neighbour without internet thanks to Locktel.  He is going to pass it to Management at CF.  

I get the impression that it will be weeks before this is sorted.  

I’ve used up the majority of my mobile data too.

[Jayach]

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@GMAN73 wrote:

I’ve used up the majority of my mobile data too.

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As you are on a 900 service, are you not on Pro?

The backup 4G should be working.