topic No internet after work outside property in Fibre

No internet after work outside property

SMH-Treasurer — Sun, 23 Feb 2025 08:51:47 GMT

REP-15353815

Following recent work across the street from our property, I have no internet. We have gone through all the usual checks with the router, cabling etc inside, including a factory reset of the router, but the fault is not in our side.

This has happened before and resulted in over 2 months without a connection before an engineer finally visited and found a fault in the cabinet. Just like before, the automated "Line Test" finds no problem.

I would like an engineer to check the cabinet and line to the property without undue delay. I do not wish to have a repeat of the previous situation with weeks of extended outage.

Re: No internet after work outside property

KeithFrench — Sun, 23 Feb 2025 16:07:38 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: No internet after work outside property

Chris-TalkTalk — Mon, 24 Feb 2025 09:10:04 GMT

Hi SMH-Treasurer,

Can you please add your TalkTalk home telephone number or account number to your community profile and we'll take a look at this for you

Thanks

Chris

Re: No internet after work outside property

SMH-Treasurer — Mon, 24 Feb 2025 19:11:30 GMT

These details are already in the profile.

Re: No internet after work outside property

Debbie-TalkTalk — Tue, 25 Feb 2025 07:25:33 GMT

Hi @SMH-Treasurer

The line test is not detecting any line faults. Before we arrange an engineer visit can you confirm that the router is currently connected at the test socket using a microfilter?

Re: No internet after work outside property

SMH-Treasurer — Wed, 26 Feb 2025 15:17:41 GMT

It was connected as normal to the data port on the BT Master 5c socket.
It is now connected with microfilter to the test port.

Re: No internet after work outside property

Chris-TalkTalk — Thu, 27 Feb 2025 08:10:38 GMT

OK thanks. If you still have no internet connection we'll need to arrange an engineer visit. If you'd like us to do this 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

Thanks

Chris

Re: No internet after work outside property

SMH-Treasurer — Thu, 27 Feb 2025 10:34:38 GMT

Yes, confirmed.
Please arrange engineer visit - preferably Wed-Fri, either AM or PM equally ok
Mobile phone xxxx (Mark)

Re: No internet after work outside property

Gliwmaeden2 — Thu, 27 Feb 2025 10:37:32 GMT

@SMH-Treasurer check the mobile number in your profile and simply say it's correct.

Please never post that sort of information in the public thread.

Re: No internet after work outside property

Chris-TalkTalk — Thu, 27 Feb 2025 14:32:17 GMT

Thanks, I'll book the engineer now and get back to you with the details

Chris

Re: No internet after work outside property

Chris-TalkTalk — Thu, 27 Feb 2025 14:37:02 GMT

Sorry but could you just confirm that you still have no internet connection as it looks as though your router is connected to the Internet at the moment

Chris

Re: No internet after work outside property

SMH-Treasurer — Thu, 27 Feb 2025 20:21:21 GMT

I did think it was odd for them to ask me to provide the phone number, considering I'd already confirmed the info in my profile was correct earlier in the thread. Thanks for redacting.

Perhaps in future such request could be made a bit clearer to avoid others making this mistake.

Re: No internet after work outside property

SMH-Treasurer — Thu, 27 Feb 2025 20:22:15 GMT

It looks like internet has come back on sometime today. I've just returned to the property to find it now working.

I'd be interested to know what change has been made to restore service, as we need to understand the root cause.

Re: No internet after work outside property

Anonymous — Fri, 28 Feb 2025 06:18:34 GMT

Morning,

Is your connection still ok since your last post?

Thanks

Michelle

Re: No internet after work outside property

SMH-Treasurer — Fri, 28 Feb 2025 08:51:23 GMT

Seems to have stayed up overnight. I'm not there during the day.

Re: No internet after work outside property

Anonymous — Fri, 28 Feb 2025 08:53:00 GMT

Morning,

Ok thanks. If it does happen again then please let us know.

Michelle