topic Re: No internet in Fibre

No internet

Harag — Mon, 01 Sep 2025 17:38:52 GMT

Sun 31 aug 8am I received a text tellinge about no internet. Problems on line. This was resolved at 1630.

Today 1st sept. @ 1735 lost connection again. Now it's 1835 and still no connection.

What is the issue. Is it local here in Sheffield?

Re: No internet

fr8ys — Mon, 01 Sep 2025 18:24:05 GMT

Hi,

Nothing on the status dashboard.

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: No internet

Harag — Mon, 01 Sep 2025 18:29:59 GMT

Details are up to date as I've been a member here for several years.

Re: No internet

sabelo-TT — Tue, 02 Sep 2025 07:18:18 GMT

@Harag, thank you for this as I will look into this straight away as I also suspect a fault on your line. Just to double check, does the issue still persists?

Re: No internet

Harag — Tue, 02 Sep 2025 23:11:29 GMT

Sabelo, it came back on yesterday about 2000 hrs. So down for 2,5 hrs.

However it's now just gone again tonight @ 2100

Are you working on something... Time doesn't seem random.

That 3 times in 3 days now for several hours.

EDIT 1: 00:10 now and it's STILL down. 3hr and counting.

Re: No internet

Harag — Wed, 03 Sep 2025 07:29:55 GMT

Update: it. Now 0830. And internet is STILL down. Nearly 12 hours now. I am unable to work as I work from home. Please sort this out.

Re: No internet

sabelo-TT — Wed, 03 Sep 2025 07:37:15 GMT

@Harag, I am currently checking this on my end. I will also be in touch to asking a few questions with regards to your equipment and master socket.

Re: No internet

sabelo-TT — Wed, 03 Sep 2025 07:46:59 GMT

@Harag, I wanted to let you know that I've looked into your connection issue and found that it originates from your local exchange. To help resolve this, I've scheduled an engineer to visit your local exchange within the next 24 to 72 working hours. They may need to check your home as well, and they'll reach out to you via the mobile number registered on your account. Once everything is sorted out, you'll receive a text to confirm that the issue has been resolved.

Thanks,

Re: No internet

Harag — Wed, 03 Sep 2025 07:55:11 GMT

Thank you for checking. Ref MEC-75181 just this minute received text to say it's resolved. But internet still down. I am now unable to work and will be expecting compensation.

Re: No internet

sabelo-TT — Wed, 03 Sep 2025 08:13:02 GMT

Not at all @Harag, as you do have an open case which is Openreach pending since I have just arranged the slot for you. 🙂

Re: No internet

Harag — Wed, 03 Sep 2025 08:31:39 GMT

Thank you. Been on chat. And they

confirmed still an issue. New ref number - REP-15992279

Re: No internet

sabelo-TT — Wed, 03 Sep 2025 08:32:18 GMT

Pleasure @Harag and assure you that the engineer will get everything resolved.

Otherwise, do enjoy the rest of your day. 🙂

Re: No internet

Harag — Wed, 03 Sep 2025 09:19:03 GMT

Update. Internet back on - 13hrs later... Hope it stays on this time.

Is it possible to get a report emailed to me on what the issue was. I need to hand it to work.

Thanks

Re: No internet

sabelo-TT — Wed, 03 Sep 2025 09:32:53 GMT

Thank you for this however, I can confirm that the issue I have detected still persists. I am also aware of that your internet connection drop, but I kindly ask for your patience with this as the engineer will resolve this issue.

Re: No internet

Harag — Wed, 03 Sep 2025 13:19:52 GMT

It certainly does still exist.... It's just gone down again at 1402... Yet I just this minute received another text saying it's resolved.

There is nothing more I can do just keeping this post updated on progress from my side.

Thanks

Re: No internet

sabelo-TT — Wed, 03 Sep 2025 13:22:40 GMT

I understand. Please allow within the 24-72working hour period for the engineer to get this resolved for you.

Re: No internet

Harag — Thu, 04 Sep 2025 09:09:41 GMT

It's now 1002 - internet has been off for 20hrs straight since yesterday.and STILL down. We are now well over the 72hrs. It's now on day 5. I am losing money every day as I work from home. I am going to put in an official complaint. I've had no answers as to the problem except to wait. This is not good enough.

I total that's over 40 hours it's been down since Sunday morning.

Re: No internet

sabelo-TT — Thu, 04 Sep 2025 09:13:31 GMT

@Harag, thank you for this as I will work on this matter for you. If I may kindly ask, have you tired restarting your router via the factory reset way?

Switch your router on, if it isn't already
Locate the reset pinhole button. This is usually on the back or side of your router
Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds
Any lights on the front of the router should turn off and come back on again
Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi
If the power light on your Super Router is red or the light on your Wi-Fi Hub stays solid amber for more than 15 minutes, then your router