topic Loss of connection - new installation 2 days ago in Full Fibre

Loss of connection - new installation 2 days ago

Weesa1983 — Thu, 23 Nov 2023 20:18:50 GMT

I just had Full Fibre installed by City Fibre 2 days ago. Took us a while to get it working after engineer left (disappointed they didn't actually help and check all ok before leaving!). Anyway, worked ok from around 3pm the around 10pm, all service was gone. Broadband and Service lights on my hub were off. Tried all sorts of rebooting but nothing. Woke up around 5am the next day and it was working again. Tonight around 8pm, we have had the same issue with the lights out and no service. Did anyone else experience this?? I understand it can take time to stabilise but I would expect loss of speed not complete loss of service for hours! Our Virgin cables are gone so can't even reconnect. I am really uneasy gicen my husband and I both work from home so can't accept the loss of service altogether. Worried we've made a bad decision!!

Re: Loss of connection - new installation 2 days ago

ferguson — Thu, 23 Nov 2023 20:26:16 GMT

You say the lights on your Hub were off, do you mean the ONT i.e. the box on the wall?

Re: Loss of connection - new installation 2 days ago

Weesa1983 — Thu, 23 Nov 2023 20:55:01 GMT

Sorry, yes, the black box on the wall. The broadband and service lights are off

Re: Loss of connection - new installation 2 days ago

ferguson — Thu, 23 Nov 2023 21:29:11 GMT

OK, complete your community profile (click here) to include your phone/account number and the support team can advise further.

Re: Loss of connection - new installation 2 days ago

Weesa1983 — Thu, 23 Nov 2023 21:44:48 GMT

Thanks, have updated my profile.

Re: Loss of connection - new installation 2 days ago

Chris-TalkTalk — Fri, 24 Nov 2023 07:15:37 GMT

Hi Weesa1983,

I'm sorry to hear that you're experiencing problems with your service. Can you add your account number to the private notes section of your Community Profile and we'll take a look at this for you

Chris

Re: Loss of connection - new installation 2 days ago

Weesa1983 — Fri, 24 Nov 2023 07:34:55 GMT

Added. Unfortunately still no service this morning!

Re: Loss of connection - new installation 2 days ago

Chris-TalkTalk — Fri, 24 Nov 2023 10:03:58 GMT

OK thanks. I've sent a PM to confirm some details so that we can discuss the issue further

Chris