topic Re: No internet service in Broadband

No internet service

clarkw — Thu, 25 Aug 2022 09:40:12 GMT

Just got upgraded to fiber. Called customer service yesterday (24/8/2022) about not having internet service. Found out that it was something with CityFiber or whoever installed the fiber. I was told the problem would be fixed by the time I got home from work. As of this moment it is still not working. I've been trying to get in touch with customer service by phone for the past, but for some reason they act as if they can't hear me but I can hear them and the background noise. My internet has been down since Monday. Can someone contact me?

Re: No internet service

Chris-TalkTalk — Thu, 25 Aug 2022 09:50:48 GMT

Hi clarkw,

I'm sorry hear that you're experiencing problems with your service. Could you tell me which lights are on on the ONT?

Chris

Re: No internet service

clarkw — Thu, 25 Aug 2022 09:53:12 GMT

Chris,

The light is a steady Orange. I was told that CityFiber had to change a code to match the code talktalk has. Internet went down when my fiber went live.

Re: No internet service

Chris-TalkTalk — Thu, 25 Aug 2022 10:12:25 GMT

OK thanks. can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: No internet service

clarkw — Thu, 25 Aug 2022 10:30:34 GMT

I did get in touch with customer service and was told that I needed another router. So guess this is solved for the moment.

Re: No internet service

Chris-TalkTalk — Thu, 25 Aug 2022 10:37:51 GMT

OK thanks, just let us know if you need any further assistance

Chris