topic Re: Wifi down in Full Fibre

Wifi down

lewisross_23 — Mon, 19 Jun 2023 07:25:30 GMT

Hi, I woke up this morning to find my WiFi not working. My router is just showing a solid Amber light. Trued resetting it but to no avail. I work from so this is something I need sorted ASAP.

I am based in Aberdeen, not sure if this is something affecting others or not

Re: Wifi down

Debbie-TalkTalk — Mon, 19 Jun 2023 07:33:02 GMT

Hi lewisross_23

I'm sorry to hear this.

The line test is detecting a potential fault. Can I just check, do you use your landline? Do you have a dial tone?

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 07:33:59 GMT

Hi Debbie, no I don't use my landline

Re: Wifi down

Debbie-TalkTalk — Mon, 19 Jun 2023 07:37:18 GMT

Hi Lewis

One last question, do you only have an MPF connection? (ADSL) and not a FTTP connection?

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 07:41:04 GMT

I believe so, how do I check to know for sure though?

Just as an update, the router is now show a solid white light but there's still no Internet

Re: Wifi down

Debbie-TalkTalk — Mon, 19 Jun 2023 07:51:38 GMT

Hi lewisross_23

You don't have an ONT and a master socket?

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 07:53:34 GMT

Oh no, yes sorry yes I do have an ONT

Re: Wifi down

Debbie-TalkTalk — Mon, 19 Jun 2023 07:55:45 GMT

Hi Lewis

Thanks for confirming, do you have your FTTP order number so I locate the details please?

Can you add this number to the Private Notes section of your Community Profile.

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 08:01:10 GMT

Any idea where I could find this number?

Re: Wifi down

Anonymous — Mon, 19 Jun 2023 08:12:34 GMT

Hi,

Was this installed by Openreach or CityFibre? What lights are specifically on the ONT box? Have you also tried powering down the ONT for a full 30 minutes and retested? Does the connection work if you remove the router and connect wired directly at the ONT?

Thanks

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 08:14:47 GMT

It was installed by cityfibre. I have tried resetting and powering down but it still doesn't work. And no, it doesn't work if connected directly to ont

Re: Wifi down

Anonymous — Mon, 19 Jun 2023 08:24:20 GMT

Hello,

Thanks for confirming. I'm currently looking into this and will post back as soon as I know more.

Thanks

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 08:26:30 GMT

Have now found this and added it to the privacy notes as requested

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 08:26:45 GMT

Thank you

Re: Wifi down

Anonymous — Mon, 19 Jun 2023 08:39:36 GMT

Hello,

An issue has now been identified and this has been raised for investigation. I'll monitor this and will let you know as soon as I receive an additional update back.

Thanks

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 08:41:25 GMT

Great, thanks for your help

Re: Wifi down

Anonymous — Mon, 19 Jun 2023 08:45:27 GMT

No problem 🙂

Thanks

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 10:52:00 GMT

Is there any update on this?

Re: Wifi down

Anonymous — Mon, 19 Jun 2023 10:56:54 GMT

Hi,

I've just checked and it's still under investigation with the engineers who are working to resolve this. No estimated resolution date provided as yet.

Thanks

Re: Wifi down

lewisross_23 — Mon, 19 Jun 2023 11:04:22 GMT

Well this is extremely disappointing. I'm assuming there will be some form of compensation for this? I'm having to use my mobile data so I can work but that's not unlimited, so I'm needing this back working today