topic No connection in Full Fibre

No connection

ClaireT6360 — Wed, 29 Nov 2023 21:56:31 GMT

Hi, I currently have no Internet connection. Its been slow all day and it stopped working an hour ago I've tried power cycling everything.

I tried to report the fault but the website keeps saying 'we have run into a problem'. I had a full install last week the PON light is flashing and there is a red light on alarm.

And the eero just has a solid red light. It will flash white but doesn't seem to want to connect.

Thanks in advance.

Re: No connection

Anonymous — Thu, 30 Nov 2023 07:21:59 GMT

Hello,

Can you please update your community profile to include your:

Name
Account Number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: No connection

ClaireT6360 — Thu, 30 Nov 2023 11:19:25 GMT

Hi, I've done that. I don't have a landline number anymore though. It has come back on overnight the speed is slower than usual though.

Re: No connection

Chris-TalkTalk — Thu, 30 Nov 2023 12:19:16 GMT

Hi Claire,

Line test is passing but I can see that the speed is low. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest

Thanks
Chris

Re: No connection

ClaireT6360 — Thu, 30 Nov 2023 16:53:19 GMT

Hi I turned it off while I went out and I'm getting 151mbps up and 32mbps down now.

Re: No connection

Anonymous — Fri, 01 Dec 2023 06:42:20 GMT

Hi Claire,

Thanks for trying this. What speeds were you seeing prior to the connection going down please?

Thanks

Michelle

Re: No connection

ClaireT6360 — Fri, 01 Dec 2023 16:23:52 GMT

Hi, I can't remember I think it was something like 60mbps up and 27mpbs.

Re: No connection

Anonymous — Mon, 04 Dec 2023 06:41:01 GMT

Hi Claire,

How has your connection/speed been over the weekend please?

Thanks

Michelle