topic Re: No Internet- 24hrs and dropping last 7 days in Fibre

No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Sat, 16 Dec 2023 11:06:30 GMT

I have raised a ticket yesterday regarding no Internet. They could find no fault with router or openreach modem. Can't understand as the Internet light is constantly off on modem.

I've spent hours rebooting, changing cables, factory resetting with no luck. I eventually switched off the devices for 12 hrs overnight. Still nothing!

I am now try to Diagnose the issue again and keeps saying the fault has been fixed which it clearly hasn't.

Can you please tell me what else can be done?

Thanks

Re: No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Sat, 16 Dec 2023 11:07:25 GMT

Added a few screenshots

Re: No Internet- 24hrs and dropping last 7 days

Gliwmaeden2 — Sat, 16 Dec 2023 12:11:45 GMT

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Re: No Internet- 24hrs and dropping last 7 days

Anonymous — Mon, 18 Dec 2023 07:09:40 GMT

Hi Miles,

Can you please update your community profile to include your:

Name
Telephone 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

Michelle

Re: No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Mon, 18 Dec 2023 08:22:33 GMT

That's my profile updated

Re: No Internet- 24hrs and dropping last 7 days

Anonymous — Mon, 18 Dec 2023 08:27:18 GMT

Hi Miles,

Thank you. I've run a test on the line now which has detected a potential voice/loop fault. Can I just confirm, does your main socket have a test socket please?

Thanks

Michelle

Re: No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Mon, 18 Dec 2023 08:50:26 GMT

Not sure if it has? I have a master socket 5c

Re: No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Mon, 18 Dec 2023 08:54:57 GMT

Just removed the 5c cover so it h

Re: No Internet- 24hrs and dropping last 7 days

Anonymous — Mon, 18 Dec 2023 08:56:47 GMT

Hi,

Thanks for confirming. Would it be possible to remove all the equipment for 15 minutes while we run a line test with nothing connected to the line?

Thanks

Michelle

Re: No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Mon, 18 Dec 2023 08:59:35 GMT

No problem, that's it done

Re: No Internet- 24hrs and dropping last 7 days

Anonymous — Mon, 18 Dec 2023 09:12:07 GMT

Hello,

Thank you. That's completed and you can now re-connect all your equipment. The line test is now showing a possible external line fault so I've passed this straight over to Openreach to complete an external line investigation. We'll re-check this again first thing in the morning for any further updates and will post back here.

Thanks

Michelle

Re: No Internet- 24hrs and dropping last 7 days

MilesGray1978 — Mon, 18 Dec 2023 09:13:29 GMT

Thank you so much and hopefully hear back from you tomorrow

Re: No Internet- 24hrs and dropping last 7 days

Anonymous — Mon, 18 Dec 2023 09:16:50 GMT

Hi Miles,

No problem 🙂 You may see Openreach outside investigating the fault at some point over the next 48hrs, however we will check with Openreach first thing in the morning on the progress of the fault and will keep you updated here. Have a lovely day.

Michelle 🙂

Re: No Internet- 24hrs and dropping last 7 days

Debbie-TalkTalk — Tue, 19 Dec 2023 07:59:19 GMT

Hi MilesGray1978

The fault is showing as assigned to a line engineer this morning.

I will check on this fault again later this afternoon for any additional updates from Openreach.

Thanks

Debbie

Re: No Internet- 24hrs and dropping last 7 days

Debbie-TalkTalk — Tue, 19 Dec 2023 13:02:34 GMT

Hi MilesGray1978

Openreach have now closed the fault as resolved.

Is everything working ok now?

Thanks