topic Re: My internet stopped working in Fibre

My internet stopped working

Lavender00 — Tue, 15 Oct 2024 21:53:37 GMT

About 22:40 my internet just cut out completely and I can even check it on the website. My fibre box has the power light and Ethernet light on but the broadband light isn’t on. Is this happening to anyone else and when will it get fixed?

Re: My internet stopped working

ferguson — Tue, 15 Oct 2024 22:02:23 GMT

Sorry to see this. Is your phoneline working OK? Have you tried connecting the router at the test socket? Subject to that, if you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: My internet stopped working

Lavender00 — Tue, 15 Oct 2024 22:05:10 GMT

I don’t have a phone line, it’s fibre only and not sure what the test socket is. Is that’s the original one before they put the fibre in ?

Re: My internet stopped working

ferguson — Tue, 15 Oct 2024 22:09:10 GMT

Ah OK, is it Full Fibre then? My bad if I misunderstood. Have you tried switching the ONT off for 30 minutes? Please do complete those details I mentioned earlier for the benefit of the support team.

Re: My internet stopped working

Lavender00 — Tue, 15 Oct 2024 22:10:32 GMT

I’ve filled in my profile and I’ll give the 30 minutes a try, thanksss

Re: My internet stopped working

ferguson — Tue, 15 Oct 2024 22:13:01 GMT

No worries, thank you. You're not on a City Fibre connection in Leicester by any chance?

Re: My internet stopped working

Lavender00 — Tue, 15 Oct 2024 22:15:26 GMT

Glasgow

Re: My internet stopped working

ferguson — Tue, 15 Oct 2024 22:18:02 GMT

Ah OK, no known issues there. Do keep us posted.

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 06:10:19 GMT

Hi @Lavender00

I'm really sorry to hear this.

Did you try powering down the ONT and router for a full 30 minutes?

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 07:46:20 GMT

Hi @Lavender00

I can now see that an outage has been reported in your area and the engineers will be working to fix this.

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 11:29:33 GMT

Hi @Lavender00

This fault should now be resolved.

Thanks

Debbie

Re: My internet stopped working

Lavender00 — Wed, 16 Oct 2024 11:33:11 GMT

Still no luck for me, not sure what’s going on

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 11:37:03 GMT

Hi @Lavender00

Apologies for this.

Please can you try powering down the ONT and router again for me and then retest?

Re: My internet stopped working

Lavender00 — Wed, 16 Oct 2024 11:38:01 GMT

Yeah I’ve done that but nothing has changed still not broadband light on, only power and Ethernet lights are on

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 11:54:56 GMT

Hi @Lavender00

I'm really sorry about this.

I have escalated this over to our faults escalations team to take a look.

The team may also contact you directly.

Thanks

Debbie

Re: My internet stopped working

Lavender00 — Wed, 16 Oct 2024 12:00:51 GMT

Thank you very much

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 12:09:19 GMT

Hi Lavender00

No problem. I will also post back here if I receive any additional information.

Thanks

Debbie

Re: My internet stopped working

Debbie-TalkTalk — Wed, 16 Oct 2024 13:07:20 GMT

Hi @Lavender00

Our faults escalation team have advised that they have arranged an engineer visit and they will contact you again after this visit.

Thanks

Debbie

Re: My internet stopped working

Lavender00 — Wed, 16 Oct 2024 17:05:01 GMT

Hi there the internet is finally back to normal again, it must just have took our area a while to recover from what happened to the fibre problem. Thank you so much for all the help.

Re: My internet stopped working

Debbie-TalkTalk — Thu, 17 Oct 2024 06:01:42 GMT

Hi @Lavender00

I'm so glad to hear this.

I will let my colleague from our faults escalation team know.

Thanks

Debbie