topic Re: Red los light in Fibre

Red los light

CMB200 — Thu, 28 Nov 2024 02:49:07 GMT

I lost my full fibre connection on Monday. The red los light on the openreach wall unit is on permanently. Everywhere I search on the internet, the red los light indicates an external/ openreach issue. However, talk talk support seemed to think it's a router issue and are sending another one which is not due to arrive until Friday. In the meantime, I bought another router to see if it would resolve the issue, but the red los light is still on. I spent two hours on Talk talk chat yesterday trying to get somewhere with this but was just being passed around and eventually being told, they will not do anything more until the replacement talk talk router arrives. Has anyone encountered a red los light problem that has actually been fixed by a replacement router? The issue I have with all this is that I have to wait until Friday before an openreach engineer is called, and then probably into next week before an engineer arrives. This is leaving me around 10 days without connection for something that seems obvious as an external fault.

Re: Red los light

Anonymous — Thu, 28 Nov 2024 07:14:19 GMT

Morning,

I'm really sorry to hear this. Please can you add your FTTP number to the Private Notes section of your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Red los light

CMB200 — Thu, 28 Nov 2024 10:52:42 GMT

Where do I find my FTTP number? My account only lists a telephone number, but it's definitely fibre all the way to the openreach socket on the wall. I have no telephone.

Re: Red los light

CMB200 — Thu, 28 Nov 2024 11:38:10 GMT

Is there any way of being able to speak live to a human who has technical knowledge. A complaint has been raised but this is not helping me get back online. The chat method is ineffective, I was passed around 5 different people in 2 hours yesterday and got nowhere. Having to repeat the story 5 times and get nowhere is soul destroying.

Re: Red los light

Anonymous — Thu, 28 Nov 2024 11:58:00 GMT

Hello,

I've passed this straight over to our Faullts Escalation Team now and I will post back as soon as I receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

Re: Red los light

Anonymous — Thu, 28 Nov 2024 13:39:53 GMT

Good afternoon,

Can I just confirm that you've been contacted since my last post please?

Thanks

Michelle

Re: Red los light

CMB200 — Thu, 28 Nov 2024 13:44:55 GMT

Hi Michelle,

I've had a call and an openreach visit has now been arranged for tomorrow.

Thanks for your help.

Re: Red los light

Anonymous — Thu, 28 Nov 2024 13:51:24 GMT

Hi,

I'm glad to hear this and we'll check back in with you tomorrow to see how you're getting on.

Thanks

Michelle 🙂

Re: Red los light

Anonymous — Fri, 29 Nov 2024 12:10:01 GMT

Good afternoon,

How are you getting on?

Thanks

Michelle

Re: Red los light

CMB200 — Fri, 29 Nov 2024 16:34:04 GMT

Hi Michelle,

It's now working thanks. The problem was outside the property and was due to a faulty connection on an external wall box.

Re: Red los light

Karl-TalkTalk — Mon, 02 Dec 2024 08:12:37 GMT

So glad it's working now, thanks for confirming.

Regards,

Karl.

Re: Red los light

CMB200 — Wed, 04 Dec 2024 12:40:47 GMT

I had a complaint raised against the above and they have attempted to contact me twice. Both call were are the incorrect time slots due to them misunderstanding the time zones. UK is 1 hour behind Europe, they were calling me 30 minutes early. I managed to answer the second call but it cut off immediately. I'm now in the position of having to contact them otherwise the complaint will be closed. I just wasted 15 minutes with a chatbot and got nowhere, and when trying the phone number also failed to make contact with a human and was just emailed link to chatbot system. Is there any number I can used to speak to someone when I have a complaint number?. Ironically, the main complaint I have to make about all this (and reason I was looking forward to speaking to someone) is the difficulty in being able to contact a human and the amount of time I have wasted in attempting to do so.

Re: Red los light

Chris-TalkTalk — Wed, 04 Dec 2024 16:03:35 GMT

Hi CMB200,

If you let me know when the best time to contact your is, I'll pass it on

Chris