topic Re: not working, fibre line in Fibre

not working, fibre line

iwantfibre — Sat, 08 Apr 2023 09:48:49 GMT

had fibre line fitted two month ago, work for a couple of week but then just stopped.

have made many phone calls to customer service and each time we go through the same process to confirm no internet

just looking to get this sorted

Re: not working, fibre line

KeithFrench — Sat, 08 Apr 2023 10:26:23 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What is the exact status of the lights on the ONT, plus what about the light on the router?
3. If you have any wired connections, are they affected in the same way as wireless ones?

Re: not working, fibre line

Karl-TalkTalk — Mon, 10 Apr 2023 07:40:27 GMT

Hi iwantfibre

If you can answer the questions posed by Keith, we can assist.

Regards,

Karl.

Re: not working, fibre line

iwantfibre — Wed, 19 Apr 2023 19:14:46 GMT

1. TALKTALK SUPPLIED ROUTER -- SAGEMCOM, FAST NET 5464-2.T4
2. 2 SOLID GREEN AND 1 FLASHES EVERY NOW AND THEN NOT REGULAR) ON ONT AND ROUTER IS SOLID WHITE
3. PC CONNECTED VIA EITHERNET CABLE, NOT INTER NET AVALIBEL

Re: not working, fibre line

Anonymous — Thu, 20 Apr 2023 05:45:18 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number and FTTP order 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

Re: not working, fibre line

iwantfibre — Fri, 21 Apr 2023 17:49:17 GMT

all done.

only have a voucher number GPU74ZWA

Re: not working, fibre line

Karl-TalkTalk — Mon, 24 Apr 2023 09:14:02 GMT

do you not have an FTTP Reference on an email etc ? I'm unable to locate details for your fibre line.

Do you know if your service was installed by openreach or City fibre ?

Thanks

Karl.

Re: not working, fibre line

iwantfibre — Mon, 24 Apr 2023 18:32:36 GMT

no numbers quoted, see copy of email below

We've got great news. We’re going to upgrade your home to full fibre broadband, free of charge.

Your update is part of a wider, once in a generation, digital broadband upgrade happening across the UK. You can watch a brief video that explains more about it here.

As a loyal TalkTalk customer, we’re prioritising your upgrade to full fibre, so that you can benefit sooner from this faster and more reliable broadband. Your upgrade is free of charge and your existing contract, telephone number and extra services won't change.

We’ve arranged for an engineer form our partners Freedom Fibre, to install it to your home, at postcode ending 1JJ.

Your Freedom Fibre engineer appointment is Thursday 2 February 2023, between 12 noon and 6pm.

Re: not working, fibre line

Chris-TalkTalk — Tue, 25 Apr 2023 07:58:05 GMT

Hi,

Thanks for the information. Could you connect a device directly to the ONT by Ethernet cable, bypassing the router, and check to see if you have an internet connection

Chris

Re: not working, fibre line

iwantfibre — Wed, 26 Apr 2023 17:09:51 GMT

ethernet connected, saying - Unidentified network, no internet

Re: not working, fibre line

Chris-TalkTalk — Thu, 27 Apr 2023 08:59:02 GMT

OK thanks. Could you switch the ONT and router off for 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: not working, fibre line

iwantfibre — Thu, 27 Apr 2023 18:39:31 GMT

did this and it worked ................. for 5 mins!!!!!!!!!!!!!!!!!!

Re: not working, fibre line

Chris-TalkTalk — Fri, 28 Apr 2023 06:31:52 GMT

Thanks for trying that, is it still not working?

Chris

Re: not working, fibre line

iwantfibre — Fri, 28 Apr 2023 17:17:19 GMT

yep not working properly.

tried again late last night, same again works for about 5-10 mins then lose internet.

when I log into the router this is showing all as being good.

just very frustrating as I when the line was first fitted it work ok for about two weeks then just stopped?

Re: not working, fibre line

iwantfibre — Sat, 29 Apr 2023 18:15:46 GMT

yep not working properly.

tried again late last night, same again works for about 5-10 mins then lose internet

Re: not working, fibre line

iwantfibre — Mon, 01 May 2023 07:39:16 GMT

take it no one has a fix?

Re: not working, fibre line

Chris-TalkTalk — Tue, 02 May 2023 08:34:18 GMT

Apologies for the delay, do the lights on the ONT change when the connection drops?

Chris

Re: not working, fibre line

iwantfibre — Tue, 02 May 2023 17:43:01 GMT

lights stay green, have done rest on both ONT and Router many times now and the fibre line will work for 5 mins then i get the message no internet available. have tried the windows problem solver and this just tells me to rest network, but again only works for 5 mins.

also just to add I was on live chat over the weekend trying to explain issue with fibre line!! received a text from TalkTalk to say an engineer would come out to look at the line coming into the house, just checked outside and it appears someone has messed with the old copper line so it dose appear we have not had the fibre line checked!!!!!!!!!

because the issue with the fibre line has been going on for toooo long i have now raised a complain (ref CMP-429199), seeing today that someone has been out today and looked at the old copper line (soon to be obsolete) i am guessing this relates to that and nothing is being done on the fibre connection?

becoming a bit of a joke now!

just need a resolution on the fibre line!

Re: not working, fibre line

Chris-TalkTalk — Wed, 03 May 2023 08:43:33 GMT

Thanks for the information. Unfortunately as you're on a Freedom Fibre circuit there isn't much else that we can do via the Community, have you been give contact details for our Freedom Fibre support team?

Chris

Re: not working, fibre line

iwantfibre — Thu, 04 May 2023 19:13:48 GMT

evening

I have made contact with the fibre team 3-4 times, but they have not been able to sort.

issue I have is I work Monday to Friday leaving the house at 07:30 and getting home at 18:00, the phone line for fibre support are open 08:00 to 17:00 Monday to Friday. the times I have managed to called have been on days off but unfortunately I don't have any more spear days I can book off work, the only way I could be at home to call would be to take a day off without pay.

I must point out I did call on one occasion from work during my lunch but the person on the other end of the line was asking me to turn the router on and off. I explained I was not at home and was then advised not much they could do unless I followed the the routine of switching things on and off whilst they were on the call so they could see what was happening.

have joined live chat in the evening but they do not support the fibre connection I have?

so I joint the support community and now you are saying you can not help.

basically I am stuck

thanks