topic Re: Long story - no internet in Full Fibre

Long story - no internet

AngryMum — Tue, 30 May 2023 21:28:39 GMT

Last year we got an email telling us that we would be upgraded to Faster Fibre at no extra cost. City Fibre had just finished cabling the street. The guys came on 21 October and told me that all that was now needed was for TalkTalk to sync the new router. Despite calls and other chats, this never happened. We gave up. We still had broadband over the old copper connection.

Last week, the connection appears to have failed or been cut overnight. Several chats later, an 'engineer' from Qubeuk attended on Monday. He couldn't solve the problem and told me that we would need Openreach to come out. He called them and gave them my number so that they could arrange an appointment. He literally ran out of the house.

Heard nothing and contacted TalkTalk again with the usual palaver. Eventually was told by the Complaints guy that I really needed City Fibre. Heard nothing from them today and the fault has now been closed.

Sadly our contract still has 5 months to go or I would just leave.

Any suggestions for getting our internet restored?

Re: Long story - no internet

Gliwmaeden2 — Tue, 30 May 2023 22:08:34 GMT

City Fibre and Openreach are completely different firms, @AngryMum. For your current service, Openreach is suitable, for the potential service, it sounds like Talktalk may have a deal with City Fibre In your area.

It may simply be that your current service has developed a fault, rather than something going on with the upgrade.

Staff will be back during the day. Make sure that you have added your Talktalk landline number to your community forum profile details for TT staff to identify your account. Go via your avatar/name; settings; Personal Information. SAVE CHANGES.

Re: Long story - no internet

Anonymous — Wed, 31 May 2023 05:33:56 GMT

Hello,

I'm really sorry to hear this. Can I just confirm, what lights are currently on the ONT box? Is there also no connection if you connect directly at the ONT box with no router connected?

Thanks

Re: Long story - no internet

AngryMum — Wed, 31 May 2023 07:50:42 GMT

Hi,

The ONT box has four green lights.

I plugged the cable with the red connection directly into my laptop. Unable to connect after putting in the WiFi password. Message is 'no internet, secured'

Re: Long story - no internet

AngryMum — Wed, 31 May 2023 07:58:21 GMT

Also tried to connect when the router was switched off and there was no connection showing via the cable.

Re: Long story - no internet

Anonymous — Wed, 31 May 2023 08:05:55 GMT

Morning,

Thanks for confirming. I've passed this over to our Faults Escalation Team now and we will post back as soon as we receive an update. It's possible that the team may also try and contact you directly.

Thanks

Re: Long story - no internet

AngryMum — Wed, 31 May 2023 08:18:26 GMT

Many thanks for your help

Re: Long story - no internet

Karl-TalkTalk — Wed, 31 May 2023 11:23:08 GMT

as soon as we hear anything, we will post here.

Karl

Re: Long story - no internet

AngryMum — Thu, 01 Jun 2023 13:12:47 GMT

Another TalkTalk fail. Yesterday morning I spoke to someone who told me to switch off my router and ONT box for 20 minutes and they would phone me back today between 12.00 and 14.00.

No call back and no internet.

I have come home to wait for the call.

These people are so useless.

Re: Long story - no internet

Karl-TalkTalk — Thu, 01 Jun 2023 13:33:01 GMT

I've emailed the Team to advise you have nor received the callback and to pick this up asap.

Thanks

Karl.

Re: Long story - no internet

AngryMum — Sun, 04 Jun 2023 12:48:17 GMT

We have come home and our internet is working again. It wasn't working first thing. We have had no communication from either TalkTalk or City Fibre since Friday at 18.00.

Can someone advise if this is just a chance thing or if the issue has been identified and properly resolved?

Re: Long story - no internet

Gliwmaeden2 — Sun, 04 Jun 2023 12:52:55 GMT

Staff will be back on here from Monday, @AngryMum.

Re: Long story - no internet

Karl-TalkTalk — Mon, 05 Jun 2023 07:07:36 GMT

We are chasing this for you now.

Karl.

Re: Long story - no internet

Karl-TalkTalk — Mon, 05 Jun 2023 11:20:42 GMT

Our teams have advised me, that they spoke to you on Friday, have booked an engineer, and have a follow up call booked for tomorrow to check if the connection is fully working.

Hopefully the engineer will have put things right, but our Fibre teams will check this with you.

Thanks

Karl.

Re: Long story - no internet

AngryMum — Mon, 05 Jun 2023 11:29:40 GMT

Karl,

I don't think we need an engineer as the WiFi started working at some point on Sunday morning. We have no idea why this happened.

Re: Long story - no internet

Karl-TalkTalk — Mon, 05 Jun 2023 11:32:01 GMT

I think the engineer was out over the weekend from City Fibre, but our teams are still planning to call you to follow up on the case.

Karl.

Re: Long story - no internet

AngryMum — Mon, 05 Jun 2023 11:34:09 GMT

We can't get the Youview box to connect with the new router. We have tried all the suggestions on other threads relating to Youview box issues. Can someone please get back to me on this?

Re: Long story - no internet

Karl-TalkTalk — Mon, 05 Jun 2023 11:37:13 GMT

What model of box do you have ?

Karl.

Re: Long story - no internet

AngryMum — Mon, 05 Jun 2023 12:44:08 GMT

Huawei DN360T

We've had it for years and years.

Re: Long story - no internet

Karl-TalkTalk — Mon, 05 Jun 2023 12:52:15 GMT

This box should just connect with an ethernet cable to the router. If it is having issues, try another port on the router, or another ethernet cable if you have one. You can also factory reset the box from the settings menu if you think it could be the box.

Karl.