topic Re: Services all down in Fibre

Services all down

Werepaws — Mon, 31 Mar 2025 12:21:03 GMT

Kelly comms have been out to install internet to the flat opposite me

and since which is an hour ago now

my telephone line no longer works and no Gfast signal

I spoke with them about it. But they just left. They have left such a mess with the phone connection points in the communal area and left the phone cabinet open slightly in the street

i am not very happy!!!! As i have no working phone or internet

what the hell were these engineers doing???

Re: Services all down

KeithFrench — Mon, 31 Mar 2025 12:29:35 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: Services all down

Werepaws — Mon, 31 Mar 2025 13:13:00 GMT

Thanks!

just to back up post. Here are some images ive taken

Re: Services all down

Chris-TalkTalk — Mon, 31 Mar 2025 13:35:43 GMT

Hi Werepaws

You can report any damage to Openreach equipment directly to them here - Report damage, vandalism or a health & safety issue | Openreach

Is your service still not working?

Chris

Re: Services all down

Werepaws — Mon, 31 Mar 2025 13:56:32 GMT

Thanks!

service is still not working. They did something in the cabinet which caused it to stop working im guessing

Re: Services all down

Chris-TalkTalk — Mon, 31 Mar 2025 14:19:11 GMT

OK thanks, what colour is the light on the router?

Chris

Re: Services all down

Werepaws — Mon, 31 Mar 2025 15:18:17 GMT

Its a separate modem. Sagcom fast 4370

its solid orange/amber colour nothing changes if you power cycle it

Re: Services all down

Werepaws — Mon, 31 Mar 2025 16:02:09 GMT

Being messaged directly. But ran iut of messages to respond back with?

the answer to the amahle-TT

is no I can't use my talk talk connection at home

Re: Services all down

Werepaws — Mon, 31 Mar 2025 16:19:57 GMT

Need the message limit counter resetting again

the Answer to the question

"Not at the moment because there is no Internet connection available so I won't be able to access the internet if it connects to the Wifi

as im having to use my mobile provider data network 5G"

Re: Services all down

Werepaws — Mon, 31 Mar 2025 16:37:12 GMT

I still can't respond to direct messages

but the questions Amahle-TT asking are irrelevant

I don't see how these questions are relevant

the line has been damaged caused by two previous engineers doing work for a neighbour

the broadband is down the modem can not find a signal from the incoming line

It can not sync a signal the line is dead

nothing todo with wifi or anything internal

i know you have todo your checks

it needs an open reach engineer to fix whatever problem has been caused Which is likely inside the cabinet or the external wiring

Re: Services all down

Werepaws — Mon, 31 Mar 2025 17:42:36 GMT

no!! No!!!

there is no telephone signal to my master socket

the DSL modem cor gfast can not sync

there is no internet connection

however if the kelly communications network people hijacked my communications port and gave it to my neighbour opposite that might throw certain messages like the line test above

Re: Services all down

Werepaws — Mon, 31 Mar 2025 18:11:06 GMT

There is no dial tone on the home phone either. Nothing its dead to my property.

Gfast modem picture

Re: Services all down

Debbie-TalkTalk — Tue, 01 Apr 2025 05:57:47 GMT

Hi @Werepaws

I'm really sorry about this.

I will run some tests now. Just to confirm, is this for your line? (account number in your Community Profile) or for the line mentioned in the Private Notes section of your Community Profile?

Thanks

Debbie

Re: Services all down

Werepaws — Tue, 01 Apr 2025 05:59:42 GMT

Its for my line. The account number. Not the private note phone number

Re: Services all down

Debbie-TalkTalk — Tue, 01 Apr 2025 06:18:42 GMT

Hi @Werepaws

Thank you for confirming.

The line test is detecting a fault so I have escalated this straight over to Openreach to be investigated by a line engineer.

I will continue to monitor for further updates and I will post back on this thread.

Thanks again.

Debbie

Re: Services all down

Debbie-TalkTalk — Wed, 02 Apr 2025 11:29:27 GMT

Hi @Werepaws

Below is the latest update from Openreach:

Please be advised the last engineer was not able to fix the fault because he found underground cable going into distribution point damaged. Therefore, passing the job back to the Local Network Team (LN) to get the fault resolved. The next update should be available on 04/04/2025.

Re: Services all down

Werepaws — Thu, 03 Apr 2025 11:13:02 GMT

Thanks Debbie!

well. Another engineer came out today. Apparently it was scheduled for a cable pull from the junction box.

however the engineer was able to repair the outside cable damage.

however this didn't restore access to myself.

however the engineer from open reach found that kelly comms had disconnected my pair by cutting it. So he he had to reconect it

now I have voice and data services restored as do some others from the cable damage outside

thank you for escalating the situation!

Re: Services all down

Debbie-TalkTalk — Thu, 03 Apr 2025 11:17:09 GMT

Hi @Werepaws

Thanks for your reply and I'm so glad to hear that this fault has been resolved.

If you do experience any further issues then please let me know here.

Debbie

Re: Services all down

Debbie-TalkTalk — Fri, 04 Apr 2025 07:18:04 GMT

Hi @Werepaws

I just wanted to check that everything is still working ok since your last post yesterday?

Re: Services all down

Werepaws — Fri, 04 Apr 2025 12:02:56 GMT

Thanks for checking in Debbie. Everything is holding and working fine. Speeds are normal too. So nothing has been affected. Broadband seems stable to my knowledge