topic Re: No internet in Full Fibre

No internet

Foxyranger — Thu, 02 Nov 2023 21:12:15 GMT

On full fibre 150. No internet connection at all. Tried plugging PC directly into ONT and nothing. Tried different routers and no internet connection.

Talktalk say the eero is faulty but I think it's the line that faulty.

Online chat with support just send me round in circles. They are sending a new eero out but still doesn't explain why I can't get internet with a direct connection to ONT.

ANY HELP WOULD BE GOOD.

Re: No internet

Anonymous — Fri, 03 Nov 2023 06:46:19 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected that the ONT is switched off. Is the ONT currently on and what lights are on the ONT please?

Thanks

Michelle

Re: No internet

Foxyranger — Fri, 03 Nov 2023 08:07:56 GMT

Hello,

I turned it off to see if being off would work. Result, it didn't lol.

The ONT is currently back on

Re: No internet

Anonymous — Fri, 03 Nov 2023 08:09:46 GMT

Hi,

Can I just confirm, has this previously been working ok and just stopped working or has this never worked? What lights are currently on the ONT please?

Thanks

Michelle

Re: No internet

Foxyranger — Fri, 03 Nov 2023 08:11:47 GMT

Has been working fine until yesterday evening and just stopped working.

3 green lights on ONT

Re: No internet

Anonymous — Fri, 03 Nov 2023 08:13:15 GMT

Hi,

Thank you. Just before I pass this over to our team, there is still no connection when connected wired directly at the ONT with the router removed?

Thanks

Michelle

Re: No internet

Foxyranger — Fri, 03 Nov 2023 08:15:13 GMT

Yes still no connection directly at ONT

Re: No internet

Anonymous — Fri, 03 Nov 2023 08:27:08 GMT

Hello,

Thank you for confirming. I've passed this over to our Faults Escalation team now and will post back as soon as they come back to me. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: No internet

Foxyranger — Fri, 03 Nov 2023 15:12:03 GMT

Spent an hour on phone, going round in circles. They still keep thinking it's a hardware problem even though nothing works when plugging directly into ONT.

Why doesn't it work with other routers or PC's etc?

Be better to go back on copper broadband at this rate.

When this going to be fixed. Next week not good enough.

Re: No internet

Anonymous — Mon, 06 Nov 2023 06:46:00 GMT

Good morning,

I'm really sorry to hear this. I've chased this for an update now.

Thanks

Michelle

Re: No internet

Foxyranger — Mon, 06 Nov 2023 07:01:07 GMT

Weirdly out of the blue it started working again. No red light on eero etc. thanks for chasing and sorting.

Re: No internet

Anonymous — Mon, 06 Nov 2023 07:03:12 GMT

Hi Foxyranger,

Thanks for the update and I'm glad to hear that the connection is now working. Please let us know if you need any further assistance.

Thanks

Michelle

Re: No internet

Webbbarry97 — Sun, 31 Dec 2023 15:43:15 GMT

Help our router isn’t working even with micra filter it’s been over 48 hours

Re: No internet

Gliwmaeden2 — Sun, 31 Dec 2023 15:48:46 GMT

Please open a new thread for this, @Webbbarry97.

Staff will be back on Tuesday.

For help sooner, use Chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Phone support is not available before Tuesday either.

If you need forum staff to follow up, ensure that you have completed your community forum profile details. Add your Talktalk landline number / account number to Personal Information. SAVE CHANGES.

Re: No internet

Debbie-TalkTalk — Tue, 02 Jan 2024 07:32:44 GMT

Hi @Webbbarry97

Please can you create a new topic/thread on the Community, we can then take a look at this for you.

Thanks

Debbie