topic Re: No Broadband connection, no update? in Fibre

No Broadband connection, no update?

Leeh8 — Thu, 04 Jan 2024 10:55:46 GMT

Our broadband has gone down, the router is constantly flashing orange.

Have tried all the self help, restarts, checked wiring (not changed since when it has been working fine), plugged directly into test socket, all to no avail.

I've raised a fault (REP-13825129), but struggle to get to the update page, received no SMS about the line test, and when i get through to the status page it's just the initial 'case open' message.

Have tried the chat for help but just go around in circles with the bot questions.

Can anybody help?

Many thanks,

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Thu, 04 Jan 2024 11:04:20 GMT

Hi Lee,

I'm sorry to hear that you are experiencing problems with your service. Could you add your TalkTalk landline telephone number to your community profile and we'll be happy to look into this for you

Chris

Re: No Broadband connection, no update?

Leeh8 — Thu, 04 Jan 2024 11:40:49 GMT

Hi Chris,

Thanks for your offer to help, I've added my phone number to my profile.

Regards,

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Thu, 04 Jan 2024 11:57:08 GMT

Ok thanks. Are you experiencing any problems with your telephone service? Is there a dial tone? Any noise on the line?

Chris

Re: No Broadband connection, no update?

Leeh8 — Thu, 04 Jan 2024 12:13:22 GMT

The telephone is working fine with normal dial tone and no cannot hear any noise on the line.

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Thu, 04 Jan 2024 12:32:56 GMT

OK thanks. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: No Broadband connection, no update?

Leeh8 — Thu, 04 Jan 2024 13:17:50 GMT

Hi Chris,

No not currently connected to test socket, i did connect it to test socket yesterday and restarted the router but it made no difference.

Regards,

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Thu, 04 Jan 2024 14:29:25 GMT

OK thanks. If you've tested at the test socket then we'll need to arrange an engineer visit to investigate further. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: No Broadband connection, no update?

Leeh8 — Thu, 04 Jan 2024 14:39:09 GMT

Yes please Chris, could I arrange the engineer to visit.

Thanks,

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Thu, 04 Jan 2024 15:16:16 GMT

OK, if you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: No Broadband connection, no update?

Leeh8 — Thu, 04 Jan 2024 15:45:42 GMT

Hi Chris,

Yes I accept the potential charges.

Please can we have the first available appointment and we'll make sure we're available.

Thanks,

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Fri, 05 Jan 2024 07:49:37 GMT

OK Lee, I'll book the first appointment available and get back to you with the details

Chris

Re: No Broadband connection, no update?

Chris-TalkTalk — Fri, 05 Jan 2024 08:19:04 GMT

The line test is failing with a fault code that means that I have to raise this as a non-appointed task which I have now done. This just means the Openreach will investigate over the next few days and may contact you directly if they need to access your home

Chris

Re: No Broadband connection, no update?

Leeh8 — Fri, 05 Jan 2024 11:24:04 GMT

Hi Chris,

OK thanks very much for your help.

Regards

Lee

Re: No Broadband connection, no update?

Chris-TalkTalk — Fri, 05 Jan 2024 11:29:29 GMT

No problem Lee 🙂

Re: No Broadband connection, no update?

Leeh8 — Sun, 07 Jan 2024 22:19:36 GMT

Hi again Chris. We've been awaiting a fix but we still have no connection.

There was an update on our fault log saying it was fixed yesterday, but now we have a flashing orange and white light on router but still have no connection. Our fault has been closed complete but it hasn't been fixed.

I've tried the reset pin to reset the router but this hasn't fixed it either. Is there anything you can do to reopen our fault and help it be fixed please?

Thanks

Lee

Re: No Broadband connection, no update?

Chris-TalkTalk — Mon, 08 Jan 2024 09:03:09 GMT

Hi Lee,

Openreach cleared and closed the fault on the 6th. Can you switch the router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: No Broadband connection, no update?

Leeh8 — Mon, 08 Jan 2024 10:17:37 GMT

Morning Chris,

I have left the router off for more than 30mins and then turned on again, several times yesterday (7th). I also have left it on for long periods in case something needed to update. I followed the troubleshooting and used the reset pin to reset the router. Still doesnt work. The only thing different is the light now flashes orange/white, rather than just flashing orange before.

I would really appreciate help to solve asap as this is the 6th day without any connection , and i am concerned that as my fault has been closed as complete i have to start all over again to get help.

Regards,

Lee.

Re: No Broadband connection, no update?

Chris-TalkTalk — Mon, 08 Jan 2024 13:47:52 GMT

OK, I'll need to arrange an engineer visit to your home, would you still like me to book the first available appointment (engineer charges may apply)?

Chris

Re: No Broadband connection, no update?

Leeh8 — Mon, 08 Jan 2024 17:27:07 GMT

Hi Chris,

Whilst awaiting your reply I spoke to the technical team on the phone and they've advised they now think it is the router and will be sending out a new one.

So I guess I need to try that before calling out an engineer to visit.

Regards,

Lee.