topic Re: Broadband down in Fibre

Broadband down

MickP54 — Sun, 18 Jun 2023 16:52:31 GMT

Am now on my 4th day of no broadband/ internet with no sign of life yet.......I have restarted my router several times and the My Connection test just tells me a fault is being fixed? I have FTTH, CITY FIBRE installed a few months ago.......Any idea how much longer this will be down and whether this is a TALKTALK or CITY FIBRE issue?

Re: Broadband down

ferguson — Sun, 18 Jun 2023 17:08:35 GMT

Have you tried restarting the ONT? What do the lights on that show?

Re: Broadband down

MickP54 — Sun, 18 Jun 2023 17:56:48 GMT

Thanks for getting back to my post...

On your advise I've reset that ONT box on the wall, it shows 2 static green lights after its rebooted....the router shows a static orange light after its rebooted

Re: Broadband down

Chris-TalkTalk — Mon, 19 Jun 2023 06:15:47 GMT

Hi MichP54,

Thanks for the information, could I just ask which are the two lights that are on, on the ONT?

Chris

Re: Broadband down

MickP54 — Mon, 19 Jun 2023 06:41:22 GMT

Hi Chris

I can confirm that POWER and ETHERNET are ON, and BROADBAND and SERVICE are OFF

Re: Broadband down

Chris-TalkTalk — Mon, 19 Jun 2023 08:34:42 GMT

OK thanks. Which router do you have?

Chris

Re: Broadband down

MickP54 — Mon, 19 Jun 2023 11:08:38 GMT

TTSCOMFAST5464

Re: Broadband down

Chris-TalkTalk — Mon, 19 Jun 2023 11:39:39 GMT

OK thanks. Could I just ask, have you had an internet connection at all since your go-live date or has it never worked?

Chris

Re: Broadband down

MickP54 — Mon, 19 Jun 2023 11:44:37 GMT

It was installed back in January 2023 and has worked without any problem until last week, Thursday I think it went off and never returned since

Re: Broadband down

Chris-TalkTalk — Mon, 19 Jun 2023 14:00:35 GMT

OK thanks, I've made a change, could you please retest in an hour and let me know if it's now working.

Chris

Re: Broadband down

MickP54 — Mon, 19 Jun 2023 15:34:25 GMT

Hi Chris

THANKS FOR YOUR HELP

Sadly though still NO BROADBAND/INTERNET

Have reset both the ONT and ROUTER but the same status light displays and NO INTERNET

Mick

Re: Broadband down

Chris-TalkTalk — Tue, 20 Jun 2023 07:08:11 GMT

Hi Mick,

Could you just confirm that it's still not working this morning

Chris

Re: Broadband down

MickP54 — Tue, 20 Jun 2023 07:11:59 GMT

Hi Chris

I can confirm I still have NO INTERNET/BROADBAND service

Mick

Re: Broadband down

Chris-TalkTalk — Tue, 20 Jun 2023 08:30:32 GMT

OK thanks. I've made another changed, could you give it an hour and then retest

Thanks

Chris

Re: Broadband down

MickP54 — Tue, 20 Jun 2023 08:45:52 GMT

OK Chris

Many Thanks again for your time and attention👍

am out for a couple of hours this morning, I'll check it again on my return around midday...

Mick

Re: Broadband down

Chris-TalkTalk — Tue, 20 Jun 2023 08:50:42 GMT

OK thanks Mick 🙂

Re: Broadband down

MickP54 — Tue, 20 Jun 2023 11:21:23 GMT

Hi Chris

I can confirm I still have NO INTERNET/BROADBAND

The status lights remain the same, have also again reset the ONT and ROUTER

Mick

Re: Broadband down

Anonymous — Tue, 20 Jun 2023 11:31:09 GMT

Good Afternoon,

I'm sorry to hear that. I've passed this over to our Faults Escalation Team now and will post back as soon as we receive an update. It's possible that the team may also try and contact you directly.

Thanks

Re: Broadband down

MickP54 — Tue, 20 Jun 2023 16:30:51 GMT

AM BACK ON.....INTERNET and BROADBAND are up and running again

MANY THANKS FOR YOUR HELP AND ATTENTION

Mick👍😀

Re: Broadband down

Anonymous — Wed, 21 Jun 2023 06:01:48 GMT

Morning,

I'm really glad to hear this and thanks for keeping us updated 🙂

Thanks