topic Re: Fault on full fibre - no actual support in Broadband

Fault on full fibre - no actual support

prz94 — Thu, 04 May 2023 22:31:04 GMT

Hello, as I couldn't receive support on two phone numbers from talktalk (official number and unofficial FTTP support), as well as live chat, I hope getting support here (seen similar case)

on 26 april my internet went down (red AOD on openreach box, eero router red solid light as well), and since around week i have no internet, had to purchase unlimited data on my mobile to be able to work remotely.

in short: via calls i got same scheme: making openreach tickets where no actual work is done on site. had probably booked engineer to arrive to my house yesterday (03.05), but nobody show up, no contact via phone or SMS confirmation. I hope some support agent help me getting it actually booked to arrive to my house and check it - probably again it's miscommunication and it need to be properly booked for Openreach to arrive there.

Best reagards

Re: Fault on full fibre - no actual support

Chris-TalkTalk — Fri, 05 May 2023 06:53:26 GMT

Hi prz94,

I'm sorry to hear that you are experiencing problems with your service. Could I just ask, have you tried switching the ONT off for 30 minutes? If not then can you give this a try and let us know how you get on

Chris

Re: Fault on full fibre - no actual support

prz94 — Fri, 05 May 2023 10:40:59 GMT

Hi Chris

Thanks a lot for your reply. It really helped and got internet back! Why on earth nobody suggested it via telephone or web live chat??
Please make telephone/livechat support aware of possible fix for the problem, because I wouldn't be aware about that if I wouldn't post it here. you see, about a week wasted when I could just turn off for 30 minutes and turn back on.

Best Regards

Re: Fault on full fibre - no actual support

Chris-TalkTalk — Fri, 05 May 2023 10:50:44 GMT

That's great news prz94, switching the ONT off for 30 minutes is always worth a try, sorry no-one suggested it before. If you do experience any further problems just let us know

Chris

Re: Fault on full fibre - no actual support

prz94 — Fri, 05 May 2023 15:33:39 GMT

Sure, now I will remember what to do. Is it possible to update ticket status in your system so auto compensation will happen?

Re: Fault on full fibre - no actual support

AmandaIrwin — Thu, 11 May 2023 12:26:06 GMT

Thank you for helping me as well. I will wait for 30 minutes and I hope it will work.

Re: Fault on full fibre - no actual support

Anonymous — Thu, 11 May 2023 12:32:12 GMT

Hello,

Thanks for your post. If you're still experiencing the same issue following this then please can you create your own topic and we'd be happy to take a look at this for you.

Thanks