topic Re: Broadband / internet down in Fibre

Broadband / internet down

davep — Wed, 21 Jun 2023 09:40:55 GMT

Our internet wasn't working this morning. Have had this occasionally over past couple of months which resolved with off / on of router. Didn't work today.

Obviously having problems with connection and the one I've "borrowed" is variable.

Only the power and wireless lights are showing on HG 633. I've connected to test socket and tried anothe router with no change. I phoned help line and was told they would check and get back to me in 10 to 30 min - that was an hour ago. Landline is working as far as I know and my mobile is in a position in the house where it can receive a signal. Any chance an OCE could have a look and give me an idea of what is going on / any chance it resolving.

I'm in for an op tomorrow and would prefer not to leave wife without internet.

Thanks in advance, and hopefully I'll find a way to respond if the wifi keeps working as I don't have a contract on mobile

Re: Broadband / internet down

Debbie-TalkTalk — Wed, 21 Jun 2023 09:49:45 GMT

Hi davep

I'm really sorry to hear this.

This fault appears to be part of a bigger fault and Openreach are investigating.

I will continue to monitor for further updates.

Thanks

Re: Broadband / internet down

davep — Wed, 21 Jun 2023 10:53:51 GMT

thanks @Debbie-TalkTalk for the reply. Our neighbour's is working ok, I just asked. They come off the same wire as us. Do you know where the fault is? Still not heard back from call centre after more than 2 hours which is another reason for using the far better community and OCE's whenever possible.

Guess there's nothing I can do. Just come at a bad time if it isn't fixed quickly. There were some vans at the end of the road yesterday but I think they were energy related. There are lots of new post being put up for a superfast wireless supplier, or I think that's waht it is. Wouldn't put it past them sabotaging to get more customers.

Re: Broadband / internet down

Debbie-TalkTalk — Wed, 21 Jun 2023 10:55:45 GMT

Hi davep

Apologies again. Openreach haven't provided any further information at the moment.

The fault is in hand and I will post back here as soon as I have additional information.

Thanks

Debbie

Re: Broadband / internet down

davep — Wed, 21 Jun 2023 11:05:13 GMT

any reason why the neighbour's is working. I believe they are with ZEN and presumably run down the same line and cabinet and BT infrastructure.

Re: Broadband / internet down

Debbie-TalkTalk — Wed, 21 Jun 2023 11:07:48 GMT

Hi davep

I'm not sure sorry, I'm hoping there will be more notes/information on the fault ticket soon.

Re: Broadband / internet down

davep — Wed, 21 Jun 2023 11:14:31 GMT

will try to be patient now

Thanks

Re: Broadband / internet down

davep — Wed, 21 Jun 2023 15:10:08 GMT

@Debbie-TalkTalk The internet seems to be working now. Not sure wheh it came back on. It would have been nice if the call centre had got back to me, though my preference is always the community when I can. Maybe you can report that for me.

One of our neighbours had lost connection and were told it may be 2 days before it was repaired (nowtv), but the ones with BT or Plusnet were ok. All coming from the same wire, seems very strange to me. Hopefully I can move the router back to its normal position and wife will have use while I'm in hopsital.

Thanks again

Re: Broadband / internet down

davep — Wed, 21 Jun 2023 16:58:53 GMT

just had a text saying I've had an engineer visit. I trust I won't be charged for something I have no knowledge of and didn't happen.

Re: Broadband / internet down

Chris-TalkTalk — Thu, 22 Jun 2023 07:57:59 GMT

Hi Dave,

The Openreach notes just says that the fault is cleared and closed, no mention of an engineer visit. In answer to your question, no you won't be charged. Apologies for any confusion and inconvenience

Chris

Re: Broadband / internet down

Anonymous — Mon, 26 Jun 2023 06:37:18 GMT

Morning,

Just checking back in to see if everything is still ok with the connection since your last post?

Thanks

Re: Broadband / internet down

davep — Tue, 27 Jun 2023 13:56:54 GMT

seems ok now. sorry for late reply, am in hospital and just managed connection.

thanks

Re: Broadband / internet down

Chris-TalkTalk — Tue, 27 Jun 2023 14:04:59 GMT

No problem, thanks for getting back to us

Chris