topic Re: No Broadband in Full Fibre

No Broadband

vitalijusp — Fri, 09 Jun 2023 17:26:30 GMT

Haven’t had any internet connection since saturday, scheduled an openreach engineer to check it out. He came in, took a look and told me he’d seen this before, no issues with the ONT, and recommended I contact talktalk for a new router. Have tried multiple times to request one but keep being told the same troubleshooting solutions that just don’t work. Is there anything I can do?

Re: No Broadband

KeithFrench — Fri, 09 Jun 2023 20:52:36 GMT

Which make/model of router do you have?

What indications on the router is there of no internet (e.g. lights on the front of it), or if an Eero, what does the app say?

Re: No Broadband

vitalijusp — Fri, 09 Jun 2023 22:21:26 GMT

The router model is Sagemcom-FAST5364.

The colour of the light on the router is a solid orange/amber.

Re: No Broadband

ferguson — Fri, 09 Jun 2023 22:27:06 GMT

OK, bearing in mind that the support team here won't be back online until Monday, can you try a pinhole reset on the router?

Re: No Broadband

vitalijusp — Fri, 09 Jun 2023 23:22:48 GMT

That was recommended to me by the support crew on the phone, done it but no fix unfortunately.

Re: No Broadband

ferguson — Fri, 09 Jun 2023 23:42:22 GMT

OK, sorry to hear that, thanks for trying anyway.

Re: No Broadband

vitalijusp — Sat, 10 Jun 2023 00:25:48 GMT

no worries, any and all help is appreciated

Re: No Broadband

KeithFrench — Sat, 10 Jun 2023 10:04:58 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Then in the Private Notes section put your future fibre account number and/or order number along with the serial number of your ONT.

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: No Broadband

vitalijusp — Sat, 10 Jun 2023 12:24:57 GMT

I was just wondering would the fact that my router is roughly 5 years old now make any difference in acquiring a new one, as I know they can wear down after so much time.

Re: No Broadband

KeithFrench — Sat, 10 Jun 2023 12:31:51 GMT

TalkTalk will replace your router, if they think it could be faulty, we do not make that decision.

Re: No Broadband

Chris-TalkTalk — Mon, 12 Jun 2023 06:32:00 GMT

Hi vitalijusp,

How are you getting on, do you still have no internet connection?

Chris