topic Re: No wifi after house struck by lightning in Fibre

No wifi after house struck by lightning

Lsimcoates — Thu, 28 Dec 2023 22:38:52 GMT

Hi, my house got hit by lightning and everything is fine except my WiFi, anyone have any idea what the right number is to call, its pretty urgent as I need WiFi for work and will probably need maintenance

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Fri, 29 Dec 2023 08:10:23 GMT

Hi Lsimcoates

I'm really sorry to hear this.

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

Thanks

Debbie

Re: No wifi after house struck by lightning

Lsimcoates — Fri, 29 Dec 2023 10:20:07 GMT

I dont have a talktalk landline number, just a fibre account

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Fri, 29 Dec 2023 10:26:12 GMT

Hi Lsimcoates

Ok, please can you add your TalkTalk account number to your Community Profile.

Thanks

Re: No wifi after house struck by lightning

Lsimcoates — Fri, 29 Dec 2023 10:30:12 GMT

Done this now, it is in my phone number box

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Fri, 29 Dec 2023 10:49:49 GMT

Hi Lsimcoates

Thank you, I've now located the details.

Are there any lights on the ONT or router?

Just checking to see if it's only the router affected so we can send a replacement router first.

Re: No wifi after house struck by lightning

Lsimcoates — Fri, 29 Dec 2023 11:03:46 GMT

The black fiber box on the wall has no lights on and the router is flashing amber indicating no connection

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Fri, 29 Dec 2023 11:10:44 GMT

Hi Lsimcoates

Thank you. I've escalated this straight over to our Faults Team and asked them to make contact with you as soon as possible.

Debbie

Re: No wifi after house struck by lightning

Lsimcoates — Fri, 29 Dec 2023 11:14:53 GMT

Thanks a lot, will this be by phone or email?

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Fri, 29 Dec 2023 11:16:38 GMT

Hi Lsimcoates

They will contact you by phone.

Thanks

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Tue, 02 Jan 2024 08:52:28 GMT

Hi Lsimcoates

Did our Faults Team make contact with you?

Re: No wifi after house struck by lightning

Lsimcoates — Tue, 02 Jan 2024 08:58:24 GMT

No, but the ONT was replaced on Saturday morning and came online on Monday morning. So this is resolved now. But just wondering if this will be automatically included on the auto compensation, or do I need to do something to apply for compensation? Since my Internet had complete loss of service for 3 to 4 days .

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Tue, 02 Jan 2024 09:02:19 GMT

Hi Lsimcoates

Apologies the team did not make contact with you as arranged, I will feed this back.

I'm so glad to hear that the fault has been resolved. In regards to auto compensation, further information can be found below:

About your auto compensation credit

Re: No wifi after house struck by lightning

Lsimcoates — Tue, 02 Jan 2024 09:11:53 GMT

Yes I have read this before, but since the line was working and it was my ONT that got fried by the lightning, will the system know the extent of my problems and work this out without me having to do anything?

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Tue, 02 Jan 2024 09:22:17 GMT

Hi Lsimcoates

As the ONT was replaced this would have been raised as a fault so we will have a record of this fault being raised.

If the fault was fixed outside of the 2 working days window (from when the fault was first reported) then auto compensation should be applied.

Just to confirm, do you have an Openreach connection or City Fibre?

Re: No wifi after house struck by lightning

Lsimcoates — Tue, 02 Jan 2024 09:37:16 GMT

It is a cityfibre connection

Re: No wifi after house struck by lightning

Debbie-TalkTalk — Tue, 02 Jan 2024 09:40:09 GMT

Hi Lsimcoates

Thanks for confirming. Only TalkTalk customers who have their service provided on the Openreach network are eligible for auto compensation for Total loss of service fault delays and repair missed appointments. If your service is provided through one of our alternative networks, such as CityFibre, Freedom Fibre or Community Fibre, we will provide appropriate compensation to such customers on request.

If you contact our Customer Service Team using our Live Chat then the team can take a look at this for you.

Re: No wifi after house struck by lightning

Lsimcoates — Tue, 02 Jan 2024 09:41:10 GMT

Okay, will do, I was chatting on twitter to someone and they did not mention this. I will get back to them.

Re: No wifi after house struck by lightning

Anonymous — Wed, 03 Jan 2024 07:33:26 GMT

Morning,

Ok, please let us know how you get on.

Thanks

Michelle