topic Full Fibre has gone down, red LOS light is on in Full Fibre

Full Fibre has gone down, red LOS light is on

harrismix — Mon, 24 Jul 2023 05:43:40 GMT

Postcode REMOVED - I have lost my Full Fibre connection, red LOS light is on, PON light is off, there is no damage to any cable, wall box connections or the fibre into the building, no damage outside where it runs through the wall. I have power cycled the Openreach box a couple of times and it just goes to the red LOS light again. I have reported the fault and have a fault reference number . . . . I would appreciate it if someone could please let me know what happens next . . Thanks

Re: Full Fibre has gone down, red LOS light is on

Anonymous — Mon, 24 Jul 2023 05:59:48 GMT

Morning,

I'm sorry to hear this. Please can you add your account number to the Private Notes section of your Community Profile. Please do not post any personal information on the Community.

Thanks

Re: Full Fibre has gone down, red LOS light is on

harrismix — Mon, 24 Jul 2023 08:41:11 GMT

Ok I have added my account number to the private notes section of my community profile

Re: Full Fibre has gone down, red LOS light is on

Anonymous — Mon, 24 Jul 2023 08:48:38 GMT

Hello,

Thank you. I've checked for an update on the fault and can see that an engineer visit has been arranged. Have you been in contact with our faults team today?

Thanks

Re: Full Fibre has gone down, red LOS light is on

harrismix — Mon, 24 Jul 2023 12:49:29 GMT

Thanks yes I now have an Openreach appointment booked for tomorrow, i am hoping they can fix the problem.

Re: Full Fibre has gone down, red LOS light is on

Anonymous — Tue, 25 Jul 2023 05:47:49 GMT

Morning,

Thanks for confirming and please let us know how you get on.

Thanks

Re: Full Fibre has gone down, red LOS light is on

harrismix — Tue, 25 Jul 2023 12:41:43 GMT

I'd just like to add that I have had absolutely superb support from TalkTalk and Openreach and they have resolved my fault. In the unlikely event the fault arises again I will go through the same procedure which was to report the fault using my online account, then to start a chat with support, explain the issue (and I sent a photo of the equipment) and then the Openreach engineer appointment was booked for the next day (excellent), he turned up during the timeslot, diagnosed the fault and carefully fixed it. The problem he found was a kink in the cable from the street box to my house which looked like a break in the fibre so he ran a new cable in the street to the wall box on the outside of my house and spliced the short cable to my indoor unit and this solved the problem, I now have my full fibre back again. I would also like to add that it was very reassuring to have a great response from Michelle on here as well. Thanks again to everyone at TalkTalk for helping me with my fault and I would highly recommend TalkTalk to anyone who is looking to upgrade to full fibre. AAAAA++++++

Re: Full Fibre has gone down, red LOS light is on

Anonymous — Tue, 25 Jul 2023 12:59:01 GMT

Good afternoon,

I'm really glad to hear this and thanks for keeping us updated 🙂

Thanks