TTB > FTTP > Worksafe not available

Could anyone with a Talk Talk FTTP service confirm if you have Worksafe available?

https://www.talktalk.co.uk/business/product/worksafe

After a 6 month wait we finally have our FTTP up and running but it does not have the option and customer services seem perplexed by the issue!

Thanks
John

Edited by john_32 (Thu 03-Jun-21 08:46:04)

I trying to get FTTP from TTB Our fibre went live in January but TTB can not see that yet, so I am still waiting, What caused your 6 months delay. ?

Looking at the video it looks like you have to set it up on your account.

Phone 0800 231 5951 and get though to 'Technical' department Not customer services ! ,they should talk you though it.

We have had a catalog of issues, blocked ducts, incorrect mapping, incorrect routing (CBT was built incorrectly and the route is unknown), incorrect ONT - it was a slow and torturous process, I have lost count of how many engineer visits we have had.

But finally we are up and running, but can't use the service in anger without Worksafe.

I am happy configuring Worksafe, the problem is it has not been provisioned on our service and is not visible in the Support Centre.

John

Why can't you use the service without WorkSafe?

Don't you have your own Internet/Network security or an Acceptable Usage Policy in place at your work?

Technology is not a replacement for staff knowledge and guidance

Still think it's got to be enabled by the 'Technical' department on your product.

You need a good quality firewall after the ONT and before your network.

I have talked to technical this afternoon, no further forward as yet but they are investigating along with our account manager and customer service.

Thanks for the thoughts on policies, firewalls, etc., we have the aforementioned, but do rely on the TTB service for web blocking by category - and it does a good job (IMO its a great value add for TTB Broadband products) hence we do not have another service available to take it's place.

John

In reply to a post by john_32:

Could anyone with a Talk Talk FTTP service confirm if you have Worksafe available?

https://www.talktalk.co.uk/business/product/worksafe

After a 6 month wait we finally have our FTTP up and running but it does not have the option and customer services seem perplexed by the issue!

Thanks
John

Just waiting for TTB to activate my account (full FTTP cutover from my incumbent provider is next week). So should have the account controls and dashboard within 72 hours. Will be interested to see if I can see worksafe activation there.

I notice you are /were an 'Eclipse' customer like me, did you try to get FTTP with them, I have given up with them and going (hopefully) over TTB.

Re...'Just waiting for TTB to activate my account ' How long has it taken from first contacting them to getting the install ?.

I am still waiting for TTB to acknowledge that we have a working GPON that was lit up in January, There FTTP team said they are having problems all over the UK and are asking BT Openreach for each inquiry.

Service is already lit, and TTB will simply be taking over from my existing provider. I just nominated a date for the change to coincide with anniversary end date on my old contract.

Nothing will change physically, so nothing to install; ONT and the connection to my own router already running fine. Will just update PPPoE login details (and some IP addressing details) on my router on the day of the change.

In reply to a post by Pheasant:

Will just update PPPoE login details (and some IP addressing details) on my router on the day of the change.

TTB support seemed a bit fuzzy on the PPPoE details when I talked to them, I guess this is new to them as well.

I am using

[email protected]
ttb1234

Which works and our static IP address is assigned automatically

John

Thanks John. Yes (hopefully) the PPPoE change should be reasonably straightforward. There are some routing and vpn rules that will need to be updated on my setup following the change.

Did you see my question ?.

I notice you are /were an 'Eclipse' customer like me(I am not in the hull area), did you try to get FTTP with them, I have given up with them and going (hopefully) over TTB.
---------------________-----------_-__________________________________________________________


Also are you going to use there router ?.

I want to use a PPPoE straight into my pfSense firewall/router.

Do they give you PPPoE details once you get connected ?.

In reply to a post by APTMAN:

Also are you going to use there router ?.

I want to use a PPPoE straight into my pfSense firewall/router.

Do they give you PPPoE details once you get connected ?.

I am using a Mikrotik router (for testing) using generic PPPoE details as above, static IP is automatically assigned.

They have not issued me a dedicated PPPoE login and the provisioning team stated a PPPoE login was not required!

John

Got the PPPoE login today from TTB. Also have the static IP that will be assigned. PPPoE username looks account specific, rather than generic.

Have setup a second PPPoE client (inactive) on the MikroTik in readiness for change. Should be able to flip between existing/old and new/TTB PPPoE accounts quite easily. Firewall rules are OK and VPNs sorted (hopefully).

In reply to a post by john_32:

Could anyone with a Talk Talk FTTP service confirm if you have Worksafe available?

https://www.talktalk.co.uk/business/product/worksafe

After a 6 month wait we finally have our FTTP up and running but it does not have the option and customer services seem perplexed by the issue!

Thanks
John

Although TTB activated Support Centre portal today. as their FTTP service is not live yet, the portal dashboard is looking pretty sparse. Definitely can't (yet) see anything to do with Worksafe.

Will provide an update later in the week after change.

Im on FTTC with TTB and Worksafe on the portal is under Products.

Thanks. New service hasn't been provisioned just yet. So Dashboard->Products isn't populated yet. Just has a marketing link, as shown.

I think that is the Dashboard, on mine there is a separate heading with Products, it is under that.

Here is the products section of the Support Portal

FTTC With Worksafe

https://ibb.co/56qq23Q

FTTP Without

https://ibb.co/WBgh64D

Our case has been escalated, back to waiting

John

Thanks. My Products section on the portal still is empty. Expect it will be populated when the service goes live in a little over 24 hours.

TTB service went live this morning.

Didn't have to change PPPoE details, it just continued to use the details from my previous provider (Cerberus), so clearly they are just dummy login/password details.

Effectively no downtime on the changeover; perhaps a minute when the previous service ceased just after midnight.

Portal has yet to be updated though with correct Product. Still empty.

In reply to a post by john_32:

Here is the products section of the Support Portal

FTTC With Worksafe

https://ibb.co/56qq23Q

FTTP Without

https://ibb.co/WBgh64D

Our case has been escalated, back to waiting

John

Snap John. My TTB portal is now populated with product, after going live yesterday, but no Worksafe option showing on FTTP...Its personally not a concern here, but thought I'd just post that it's not just your account affected in case that helps.

https://postimg.cc/hJMvwb6T

Thanks for confirming
John

Did you get any further wirh this John?

I raised a case when my service went live, and I’ve today had an update from an agent telling me I should have an answer from the “specialist team” within 24 hours…

The case has been raised as “ DISE ACCOUNT LINKING”

I’ll let you know what happens over the next day or so about it hopefully.

Same status here, I am getting an update email every couple of days apologising for the delay but - they are investigating.

On a separate note - can I ask how is the latency of your connection? ours started out well but in the early hours of the 9th doubled and I can find out why, support have no ideas.

https://ibb.co/Wx10m4g

John

Edited by john_32 (Thu 17-Jun-21 08:24:17)

Latency has been consistent since this went live last Thursday. BQM is dead flat. Seeing around 7ms to most London based servers on tests

Thanks for confirming
I need to get to the bottom of this

In reply to a post by john_32:

On a separate note - can I ask how is the latency of your connection? ours started out well but in the early hours of the 9th doubled and I can find out why, support have no ideas.

https://ibb.co/Wx10m4g

John

Does your router show a reconnect around this time? Might be worth resetting the PPPoE connection and jumping on a different gateway.

Our Full Fibre 100 FTTP order has fell at the last hurdle with No Cablelinks available
Sales team phone me up and said we are canceling your order !. Nice.

In reply to a post by john_32:

Thanks for confirming
I need to get to the bottom of this

John, just had this update come through from support…

“Good afternoon, I've had notice back from the FTTP team, that they do not believe that this is an option to add this to the service you have. Now I have a contact number for there team that specialise in the service you have (FTTP) I would advise giving the team a call to discuss options for you regarding work-safe. They will be able to investigate further as to what needs to be done for you. 03451725127 I hope this helps. Enjoy the rest of your day.”

In reply to a post by APTMAN:

Our Full Fibre 100 FTTP order has fell at the last hurdle with No Cablelinks available
Sales team phone me up and said we are canceling your order !. Nice.

Balls to that. What exchange are you connected to?

Thanks for the update - that is the team I have been talking too, starting to feel like I will need to source an alternative solution.

In reply to a post by kjwkjw:

Does your router show a reconnect around this time? Might be worth resetting the PPPoE connection and jumping on a different gateway.

No sign of a reconnect, I am going to physically visit the site and do a full off and on - fingers crossed

Our new PON is in Derbyshire village and goes to one of the Exchanges in the city not our local exchange , so I would think it's a new OLT .

In reply to a post by APTMAN:

Our new PON is in Derbyshire village and goes to one of the Exchanges in the city not our local exchange , so I would think it's a new OLT .

Yes it would go to the nearest main GEA head end/parent/handover exchange. That's where the OLT will be located and where Cablelink is required.

Edit: You may want to check back with them in a few months, they will doubtless have the necessary cablelink(s) in by then.

Edited by Pheasant (Thu 17-Jun-21 21:15:32)

They’ve knocked it on the head. Doesn’t look like it’s offered with their FTTP service. Last resort would be to see if your account manager can escalate it further, but it doesn’t sound like they plan to offer it.

In reply to a post by Pheasant:

They’ve knocked it on the head. Doesn’t look like it’s offered with their FTTP service. Last resort would be to see if your account manager can escalate it further, but it doesn’t sound like they plan to offer it.

Agreed. Our account manager is on the case as well, but I am resigned to finding an alternative.

On a positive note out latency issue disappeared as quickly as it appeared, Apparently nothing to do with my efforts on Saturday off and on-ing kit.

John