topic No internet connection since fiber was reconnected in Fibre

No internet connection since fiber was reconnected

cemi85 — Wed, 25 Feb 2026 19:40:25 GMT

Hi,

Ever since I’ve reconnected my fiber service I have no internet connection. I was told that the external issue was resolved. I was sent a new router but this didn’t fix the issue. I am not getting anywhere with the chat support. No idea what checks were done but all I’m being asked is to contact them a day after and my issue is still outstanding. I’d appreciate some help. Thanks in advance.

Re: No internet connection since fiber was reconnected

ferguson — Wed, 25 Feb 2026 20:07:35 GMT

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: No internet connection since fiber was reconnected

cemi85 — Wed, 25 Feb 2026 20:15:44 GMT

Thanks so much. I’ve just updated my details. 😊

Re: No internet connection since fiber was reconnected

ferguson — Wed, 25 Feb 2026 20:18:48 GMT

Cool, they should get back to you tomorrow.

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:02:53 GMT

@cemi85 I will assist you with this.

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:15:40 GMT

@cemi85 Are you currently at home?

Re: No internet connection since fiber was reconnected

cemi85 — Thu, 26 Feb 2026 07:29:04 GMT

Hi, yes I am at home and thanks for looking into it.

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:34:46 GMT

@cemi85 you are welcome, are you using the landline?

Re: No internet connection since fiber was reconnected

cemi85 — Thu, 26 Feb 2026 07:38:05 GMT

No, I am not. This is how it’s all connected.

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:38:05 GMT

@cemi85 I can see your broadband is currently not connected and the last connection was the Openreach engineer equipment, which proves that they were able to get a connection.

I need to complete some additional checks with you now to confirm the setup and find out what needs to happen next to resolve the issue.

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:39:07 GMT

@cemi85 Have you set up the new router in place of the old one - using all of the cables and the power supply provided with the new router?

Re: No internet connection since fiber was reconnected

cemi85 — Thu, 26 Feb 2026 07:41:47 GMT

Yes, all router has been set up yesterday - using all the new equipment provided with the new router.

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:43:41 GMT

@cemi85 the mobile number that is registered on your account is the number that you use on a daily basis?

Re: No internet connection since fiber was reconnected

cemi85 — Thu, 26 Feb 2026 07:45:23 GMT

That’s correct

Re: No internet connection since fiber was reconnected

Philile-TT — Thu, 26 Feb 2026 07:46:09 GMT

We will now pass this to a case manager who will complete further diagnostics to fix your internet issue and we will contact you on your preferred number in the next 3 working days (not including Saturday and Sunday).

Re: No internet connection since fiber was reconnected

cemi85 — Mon, 02 Mar 2026 23:13:35 GMT

Hi,

I received an email to book an engineer, but there is no option online. I need to schedule a home visit, please can you assist me with that. Thanks.

Re: No internet connection since fiber was reconnected

Mandisa-TT — Tue, 03 Mar 2026 07:05:17 GMT

Hi @cemi85 I will be able to look into this for you.

Re: No internet connection since fiber was reconnected

cemi85 — Tue, 03 Mar 2026 07:25:23 GMT

Thanks ☺️

Re: No internet connection since fiber was reconnected

Mandisa-TT — Tue, 03 Mar 2026 07:27:08 GMT

No worries, I will keep you updated in the next hour.

Re: No internet connection since fiber was reconnected

Mandisa-TT — Tue, 03 Mar 2026 08:16:12 GMT

@cemi85 I’ve checked your account and can confirm that it’s currently being handled by our Case Management Team. They’ve added notes advising that an appointment will need to be requested. Normally, they arrange this themselves, but before we take any steps to book an engineer, my manager will first verify with them to ensure there’s no duplication, as they are actively working on your case. I will update you as soon as I get a respond.