topic FF 900, no broadband, no service in Full Fibre

FF 900, no broadband, no service

dan7960 — Wed, 03 May 2023 10:09:23 GMT

I had FF 900 installed in February this year. It worked great until Wednesday 26th April when the connection abruptly stopped working. I’ve had no internet connection since then. The broadband and service lights on the ONT box are both off and the Eero router is giving me the red eye treatment.

I’ve contacted TT multiple times by phone and web chat. I’ve reset the ONT box, I’ve reset the Eero router, I’ve been told the issue has been reported to CityFibre and there’s an open incident. On Monday I was told CityFibre were on site although I didn’t see them and they didn't visit my property. I’ve been told CityFibre will contact me but they haven’t.

7 calendar days without a working internet connection. I don't have an appointment with an engineer and I don't know what the problem is or how long it will take to fix.

What am I supposed to do??

Re: FF 900, no broadband, no service

Karl-TalkTalk — Wed, 03 May 2023 10:14:12 GMT

Can you add your FTTP Number or account number to your 'Community Profile' so we can locate your details.

Thanks

Karl.

Re: FF 900, no broadband, no service

dan7960 — Wed, 03 May 2023 10:36:24 GMT

Added. Thanks

Re: FF 900, no broadband, no service

Karl-TalkTalk — Wed, 03 May 2023 10:55:10 GMT

This has been raised with City Fibre and is still open with them.

Latest update from yesterday afternoon - Engineers have identified an issue with patching and have raised this to a specialist team.

Thanks

Karl.

Re: FF 900, no broadband, no service

dan7960 — Wed, 03 May 2023 11:10:59 GMT

Thanks for your reply Karl. I'm glad the problem has been identified at least.

Is there an estimated time to repair?

Thanks

Dan

Re: FF 900, no broadband, no service

Karl-TalkTalk — Wed, 03 May 2023 11:13:36 GMT

no ETA given, they just advise that the ticket will be updated when they have an update.

Karl