topic Re: Broadband down in Fibre

Broadband down

blackicerose — Mon, 19 Jun 2023 14:47:29 GMT

Hello,

My Internet suddenly went down last Friday evening and we've had no Internet since. Testing the connection tells me that there is a fault with the line and that it's being investigated. The first open case is no longer showing so I'm assuming it was marked as solved, I have opened a second case but it hasn't been updated since this morning. I work from home so I rely on the Internet. Is there anything I can do to get it back on? I have reset and turned on/off the router several times, all I get is a flashing orange light.

Case number is REP-13037081

Thanks in advance.

Re: Broadband down

Divsec — Mon, 19 Jun 2023 19:27:08 GMT

Hi @blackicerose you've done the best thing and contacted the team here, your post has been escalated and you should hear tomorrow.

Re: Broadband down

blackicerose — Mon, 19 Jun 2023 20:03:28 GMT

Thank you very much.

Re: Broadband down

Debbie-TalkTalk — Tue, 20 Jun 2023 05:58:04 GMT

Hi blackicerose

I'm sorry to hear this.

Please can you also add your TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: Broadband down

blackicerose — Tue, 20 Jun 2023 06:30:32 GMT

Hi Debbie, it's FTTP263147

Re: Broadband down

Debbie-TalkTalk — Tue, 20 Jun 2023 06:36:52 GMT

Hi blackicerose

Thanks for your reply.

The line test is clear.

Have you tried connecting a device directly at the ONT? (just so we can see if its a router fault)

Re: Broadband down

blackicerose — Tue, 20 Jun 2023 06:51:50 GMT

Hi Debbie, thanks for your help. I just looked at the ONT realised the puppy and his ball had pulled out the power to the unit! Sorry for the hassle, I appreciate your help!

Re: Broadband down

Debbie-TalkTalk — Tue, 20 Jun 2023 06:54:43 GMT

Hi blackicerose

Thanks for your reply. Just to confirm, is everything working ok now the cable has been secured?

Debbie 🙂

Re: Broadband down

blackicerose — Tue, 20 Jun 2023 07:27:23 GMT

Yes, everything working now. Thank you

Re: Broadband down

Debbie-TalkTalk — Tue, 20 Jun 2023 07:31:06 GMT

Hi blackicerose

Perfect 🙂

Debbie