topic Re: No connection since Friday morning in Fibre

No connection since Friday morning

semicerchi — Mon, 13 May 2024 19:39:01 GMT

Hello, good evening.

I'd like to report an issue with my fibre connection here - I have not been able to get live chat to work in any browser on my laptop.

I initially checked for reports of issues in my area but have not seen anything so apparently it's just me. I went away for the weekend and forgot about this problem, only to find that I still could not connect when I came back.

The middle two lights on the box that receives the fibre connection (which is connected to my router's WAN port by Ethernet cable) are currently off - the ones which say Broadband and Service. I am not sure if they are supposed to be on but I seem to vaguely remember that all four lights on that box are usually on?

Thanks

Re: No connection since Friday morning

Chris-TalkTalk — Tue, 14 May 2024 09:38:06 GMT

Hi semicerchi,

Could I just ask, which router do you have? (The model number is on a label on the back)

Chris

Re: No connection since Friday morning

semicerchi — Wed, 15 May 2024 07:30:58 GMT

Hello,

I have a Sagemcom F@st 5364.

(Apologies, I was expecting email notifications for replies.)

Re: No connection since Friday morning

Chris-TalkTalk — Wed, 15 May 2024 08:38:42 GMT

OK thanks. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and check to see if the lights change.

Chris

Re: No connection since Friday morning

semicerchi — Wed, 15 May 2024 21:28:29 GMT

I left the ONT off for a few hours, but after turning it back on the middle two lights are still off.

I have since found out a little more about the ONT:

From reading these, it seems the actual issue is that it cannot detect the optical cable. I will try resetting it.

Re: No connection since Friday morning

Anonymous — Thu, 16 May 2024 05:50:11 GMT

Morning,

How are you getting on?

Thanks

Michelle

Re: No connection since Friday morning

semicerchi — Thu, 16 May 2024 08:25:08 GMT

Good morning, still no connection!

Resetting with a pin did nothing.

(I even checked the CityFibre box on the external wall, cleaned out all the webs and tried moving the cables onto the next socket on the little green box, but still no change.)

Re: No connection since Friday morning

Chris-TalkTalk — Thu, 16 May 2024 11:09:26 GMT

OK thanks. I'll pass this over to our Full Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact your directly

Chris

Re: No connection since Friday morning

semicerchi — Thu, 16 May 2024 14:29:08 GMT

Hi,

I was contacted by someone earlier this afternoon who arranged a visit by the CityFibre team tomorrow afternoon. They actually arrived about an hour after the phone call and replaced the overhead cable, and now things are working as expected. Thanks everyone 😌

Re: No connection since Friday morning

Chris-TalkTalk — Thu, 16 May 2024 14:38:20 GMT

That's great, thanks for letting me know 🙂

Chris