topic Re: Dead modem in Fibre

Dead modem

Poppa1981 — Mon, 06 Mar 2023 21:31:14 GMT

My openreach g.fast modem seems to have lost power. Has been running fine all day then the lights have gone off. Tried using a different socket and still nothing. Any help on resolving this would be greatly appreciated

Re: Dead modem

Skynet_TX — Mon, 06 Mar 2023 22:24:20 GMT

Hi @Poppa1981,

If it is the Openreach g.fast modem (or power supply) that has died then TalkTalk would need to arrange for an Openreach engineer visit for them to come and replace the faulty equipment.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’)
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: Dead modem

Karl-TalkTalk — Tue, 07 Mar 2023 06:07:56 GMT

Hi Poppa1981

So that I can locate your account on our system and pick this issue up for you, please can you add your Account number or Home phone number to your 'Community Profile'.

If you are a Full Fibre customer, please add your FTTP reference or FTTP order Number to your profile.

If you have difficulty providing the above information, please add the Account Holders name, House number and postcode to the Private Notes section that is located at the bottom of your 'Community Profile'

Thanks

Karl.

Re: Dead modem

Poppa1981 — Tue, 07 Mar 2023 08:53:01 GMT

Thank you the info should be there now.

Re: Dead modem

Poppa1981 — Tue, 07 Mar 2023 08:53:38 GMT

Perfect thank you for the info much appreciated

Re: Dead modem

Karl-TalkTalk — Tue, 07 Mar 2023 09:13:26 GMT

Thanks for adding the details. If you have tested the router at another power socket and it is dead, then the only option is to arrange an Openreach engineer for you.

I'll drop you a PM with some info to complete.

Karl.