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As racerjoe said, both the wall switch and the pull chain switch on the fan have to be in the on position.
In our model it is so easy to bump the wall switch along the stairs and accidentally turn off the master to the fan that we got a friend, and fellow moc'er, with electrical experience, to put a shunt (or other shenanigans) in that wall switch so that it is always "on" no matter the switch position. Now we control the fan and light with their respective pull chains.
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