topic Re: Solid Red LOS light ONT no internet in Full Fibre

Solid Red LOS light ONT no internet

Rockett — Mon, 03 Apr 2023 12:33:24 GMT

On the 31st of March at 8:40 according to the eero app our internet went down. We contacted talktalk via live chat and they reported a fault and said they were sending out an engineer to the exchange, they said we would get a response within 24hours saying whether we would need an engineer to come to the premises.

It has been 3 days now and nothing, no progress has been made and we are still waiting on an engineer to sort out our broadband.ONT Solid red light

We've tried all the solutions support has recommended to us like unplugging everything and turning it off and on again, waiting 30 mins to turn it back on the ONT etc... we are certain we need someone to come take a look and fix the fault.

We are currently undergoing roadworks near the connections box on our street which may or may not be the reason why our line appears to be disconnected or something. As you can see the green box is right next to the roadworks.Green street connections box

We would love to get someone round to fix our internet if possible please.

Re: Solid Red LOS light ONT no internet

Rockett — Mon, 03 Apr 2023 15:16:34 GMT

This is an update post, So things have progressed in the fault tracker. I now need to book an engineer to come and visit. I have tried to do it through the website but and given an error message reading as follows:

"We’ve run into a problem

Sorry, we’re working hard to resolve this issue.

Please try again later."

with the option to use live chat, so I did just that and was told this:

Jhirly|15:15 PM

"I see that this issue is already been reported to our Openreach engineer and they provide an update wherein they are still doing the investigation on what happen to your service, and they will arrange an appointment for the engineer visit and they will review it on 5th of March 2023."

Am I stuck waiting till the 5th for things to progress?

Re: Solid Red LOS light ONT no internet

Chris-TalkTalk — Tue, 04 Apr 2023 06:48:17 GMT

Hi Rockett,

I've sent you a PM to confirm some details so that we can look into this further

Chris

Re: Solid Red LOS light ONT no internet

Rockett — Sat, 08 Apr 2023 08:04:48 GMT

This is an update on the situation. Thanks for sending the engineer out. He found the roadworks putting in new gas pipes cut the cable going to our cabinet, so everyone connected by the cabinet do not have broadband. (Our neighbourhood is offline basicly)

We were not able to get a date on when the work shall commence to fix our cabinets connection.

Could i trouble you guys for any information on when work will start from open reach to replace the cable(s)?

Quite unlucky timing with bank holiday Monday.

Re: Solid Red LOS light ONT no internet

Gliwmaeden2 — Sat, 08 Apr 2023 08:19:43 GMT

@Rockett, there's no staff support on here at weekends, and we don't know whether they will be back before Tuesday, due to the Bank Holiday.

You may be able to get an update via Chat / phone: 03451 720088.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Solid Red LOS light ONT no internet

Rockett — Sat, 08 Apr 2023 08:43:21 GMT

Appreciate the information, I shall leave my post here for an update on Tuesday from them and give the live chat a go today.

Re: Solid Red LOS light ONT no internet

Debbie-TalkTalk — Mon, 10 Apr 2023 09:18:23 GMT

Hi Rockett

This fault is still with Openreach. Further updates should be available by tomorrow 11/04.

Thanks

Debbie

Re: Solid Red LOS light ONT no internet

Rockett — Tue, 11 Apr 2023 08:28:47 GMT

Hi there, are there any updates yet from openreach?

Re: Solid Red LOS light ONT no internet

Debbie-TalkTalk — Tue, 11 Apr 2023 08:33:46 GMT

Hi Rockett

There are no updates from Openreach as yet. I will keep checking on this fault for additional updates.

Hopefully we should have further information by this afternoon.

Thanks

Debbie

Re: Solid Red LOS light ONT no internet

Rockett — Tue, 11 Apr 2023 14:07:25 GMT

We've had a pair of engineers round most of the morning, they left an hour or so ago. It looks like they had been putting new cabling in the road and pavements. Sadly it seems they did not succeed just yet. There wouldnt happen to be any interesting information there now?

Re: Solid Red LOS light ONT no internet

Chris-TalkTalk — Tue, 11 Apr 2023 14:23:48 GMT

Hi Rockett,

There was an update at 11:45 just saying that the job is still in progress, waiting to be resourced and allocated

Chris

Re: Solid Red LOS light ONT no internet

Rockett — Thu, 13 Apr 2023 11:43:51 GMT

Hi there, anymore updates from openreach today?

Re: Solid Red LOS light ONT no internet

Karl-TalkTalk — Thu, 13 Apr 2023 11:58:20 GMT

Latest update is that there is a damaged fibre cable and they have emailed through to the allocation coordinator to progress and chase for an ETA, we have been asked to check back after the weekend.

Karl.

Re: Solid Red LOS light ONT no internet

Rockett — Tue, 18 Apr 2023 09:18:40 GMT

Hello there,

Are there any further updates from openreach? Anything regarding that ETA?

Many thanks for all the previous updates.

Re: Solid Red LOS light ONT no internet

Chris-TalkTalk — Tue, 18 Apr 2023 09:31:05 GMT

Hi Rockett,

There was an update yesterday afternoon saying that 2 blockages have been located and Dig team have been contacted to arrange for blockages to be cleared. A review date has been set for tomorrow so I'll check again then

Chris

Re: Solid Red LOS light ONT no internet

Rockett — Wed, 19 Apr 2023 13:32:37 GMT

Hi there, anymore news or updates today?

Re: Solid Red LOS light ONT no internet

Chris-TalkTalk — Wed, 19 Apr 2023 13:41:21 GMT

Hi Rockett,

There was an update about 50 minutes ago saying that traffic management has been requested and estimated completion date is 25/4

Chris

Re: Solid Red LOS light ONT no internet

AntMag — Sat, 12 Aug 2023 18:41:30 GMT

From This morning we have exactly the same situation. We have try everything but red light is coming back. We've called customer service but very bad experience! Lady start to shouting at me and she was very rude! We are new to talk talk but in this situation I am thinking Sirius about to end the contract.This is not normal at all that all day there is no Internet!

Re: Solid Red LOS light ONT no internet

Gliwmaeden2 — Sat, 12 Aug 2023 19:36:41 GMT

If you have enough data, try to contact Chat on Sunday for support, @AntMag.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Otherwise, start a thread of your own, and staff will respond during the week.

Return to the message board and click on Start a Topic.

Also complete your community forum profile details for TT staff to identify your account.

Go via your avatar/name; settings; Personal Information. SAVE CHANGES.

Re: Solid Red LOS light ONT no internet

AntMag — Sat, 12 Aug 2023 19:58:21 GMT

Hi Gliwmaeden2

Thank you for your answer.

Unfortunately when we've done contract we didn't get any email with contract and any information. We don't know even talk talk number ...so I can not finish set up my account. The problem with internet is definitely from outside.Roter is totally new and we are only one month with tolktolk and already this kind of problems ...? What happened after then...