topic Re: No connection to internet in Fibre

No connection to internet

kaikoura — Wed, 09 Oct 2024 18:59:27 GMT

Hi I have a case open as my hub has no internet connection since last Friday. The hub is showing a solid orange light after trying to connect with orange/white alternating lights.

Tried different cables and also from the master socket with the same result. Also with an alternative router with no joy.

Haven't looked at device stats since the old days so not sure what's good for fibre but downstream noise margin is zero and upstream attenuation is also zero which looks odd to me.

Connection was lost on Friday and the engineer came out to look on Monday I believe. I wasn't getting a white light before he came out.

Not really getting anywhere with the chat, if someone could check this out I would be grateful!

Re: No connection to internet

Divsec — Thu, 10 Oct 2024 05:23:12 GMT

Hi @kaikoura your post has been escalated and you should hear soon.

Re: No connection to internet

Chris-TalkTalk — Thu, 10 Oct 2024 08:08:10 GMT

Hi kaikoura,

I've checked from our side and it looks as though your router is now connected to the Internet. Is everything OK at your end now?

Chris

Re: No connection to internet

kaikoura — Thu, 10 Oct 2024 08:45:10 GMT

Hi Chris, it was still a solid orange light when I left for work. Since the engineer was out it all looks connected in the browser but says no internet.

Re: No connection to internet

Chris-TalkTalk — Thu, 10 Oct 2024 08:50:00 GMT

OK thanks. Could you try dialing 17070 from your TalkTalk landline and confirm that the number read back to you is your number (just want to make sure that you've not got a crossed line)

Chris

Re: No connection to internet

kaikoura — Thu, 10 Oct 2024 09:06:53 GMT

Unfortunately I am at work until 6pm, and tbh I don't think I have a phone to check that with (stopped using the landline a while back).

Re: No connection to internet

Chris-TalkTalk — Thu, 10 Oct 2024 11:42:59 GMT

We can arrange an engineer visit to investigate if you still have no internet connection, would you like us to arrange this?

Chris

Re: No connection to internet

kaikoura — Thu, 10 Oct 2024 18:15:56 GMT

Hi Chris,

Yes that would be great thanks.

Re: No connection to internet

Chris-TalkTalk — Fri, 11 Oct 2024 07:09:52 GMT

OK, if you would like us to book the engineer 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.
Confirm your mobile number (could you send me this in a PM or add it to your community profile)

Thanks

Chris

Re: No connection to internet

kaikoura — Fri, 11 Oct 2024 17:13:14 GMT

Yes to potential charges.

I am available with advanced notice (except 16th October though).

Profile updated with mob number.

Thanks!

Re: No connection to internet

Gliwmaeden2 — Fri, 11 Oct 2024 18:29:10 GMT

It's too late today to fix this up, @kaikoura.

You could try contacting Talktalk directly, but they are likely to take you through all the diagnostic tests again.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Or wait for forum staff to follow up on Monday?

Re: No connection to internet

kaikoura — Sat, 12 Oct 2024 12:41:46 GMT

Hi, thanks I've got the engineer booked now through the live chat. Earliest appointment was the 22nd though🤦

Thanks for the help in the meantime!

Re: No connection to internet

Anonymous — Mon, 14 Oct 2024 05:37:05 GMT

Good morning,

I'm sorry for the delay. Thanks for the update and please let us know how you get on.

Thanks

Michelle

Re: No connection to internet

Faribabb — Fri, 20 Dec 2024 17:28:40 GMT

I've got no connection since this morning the hub light is light but Internet isnot working

Re: No connection to internet

Divsec — Fri, 20 Dec 2024 18:06:13 GMT

Hi @Faribabb you really need to start your own thread as this is quite old and will be ignored.

Please also bear in mind we are now well into the weekend and it will be Monday before anyone from TT is available to help.

Re: No connection to internet

Anonymous — Mon, 23 Dec 2024 06:38:56 GMT

Morning,

As advised, please can you create your own topic and we can look into this for you.

Thanks

Michelle