topic Re: No internet since saturday in Fibre

No internet since saturday

JULIEUK — Mon, 13 Jan 2025 17:43:37 GMT

Internet disconnected on saturday and hasn't reconnected since. tried all the guides on the troubleshooting part of the website. e.g turning off and waiting for 20 minutes etc. still nothing. shows blinking amber light.

Tried contacting through phone and chat. the phone just says go to online chat and the chat just disconnects after a while saying we are busy.

Re: No internet since saturday

Divsec — Mon, 13 Jan 2025 17:47:16 GMT

Hi @JULIEUK your post has been escalated and you should hear tomorrow.

Re: No internet since saturday

Karl-TalkTalk — Tue, 14 Jan 2025 06:41:58 GMT

Hi Julie

Did you power off the ONT for 30 minutes and not just the router ?

Also, can you tell me what lights are illuminated on the ONT Box at the wall?

Thanks

Karl.

Re: No internet since saturday

JULIEUK — Tue, 14 Jan 2025 17:55:29 GMT

yes i did that aswell. there are no lights on the ONT box.

Re: No internet since saturday

Anonymous — Wed, 15 Jan 2025 06:55:38 GMT

Morning,

Thank you. The line test is detecting a potential issue with the power connection to the ONT. Just to confirm, are all the cables securely connected to the ONT? As soon as we confirm this then we can escalate this over to our Faults Escalation Team for you.

Michelle

Re: No internet since saturday

JULIEUK — Wed, 15 Jan 2025 09:36:40 GMT

Yes all the cables are connected.

Re: No internet since saturday

Anonymous — Wed, 15 Jan 2025 09:44:45 GMT

Hello,

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

Thanks

Michelle

Re: No internet since saturday

JULIEUK — Wed, 15 Jan 2025 09:46:46 GMT

sorry but i just checked the internet connection this morning and it is now working. you can cancel the escalation now.

Re: No internet since saturday

Anonymous — Wed, 15 Jan 2025 09:49:59 GMT

Hello,

I'm glad to hear this. I'll let them know now.

Thanks

Michelle