topic Re: Fibre not working and no update since yesterday in Full Fibre

Fibre not working and no update since yesterday

Geneypie — Mon, 26 Feb 2024 17:14:57 GMT

I reported a fault yesterday (REP-14032459) - my fibre's completely gone and they said it was a problem with the exchange. An openreach engineer has been "on the way" since yesterday. Is there any way to get some more info on what's actually going on?

I spoke to live chat who said I'd get text updates but I haven't had a single one since this whole thing started.

Any info would be appreciated

Re: Fibre not working and no update since yesterday

ferguson — Mon, 26 Feb 2024 17:22:24 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Fibre not working and no update since yesterday

Geneypie — Mon, 26 Feb 2024 18:00:26 GMT

Thanks, I didn't realise my account number wasn't on there

Re: Fibre not working and no update since yesterday

Debbie-TalkTalk — Tue, 27 Feb 2024 06:48:34 GMT

Hi Geneypie

Sorry for the delay.

I've checked and I can see that this fault is with Openreach and will be investigated by a line engineer (external investigation)

I will keep monitoring for updates and I will post back on this thread as soon as I have further information.

Thanks

Debbie

Re: Fibre not working and no update since yesterday

Geneypie — Wed, 28 Feb 2024 08:23:35 GMT

Hi Debbie, is there still no update? On day 4 on zero Internet now and I work from home

Re: Fibre not working and no update since yesterday

Debbie-TalkTalk — Wed, 28 Feb 2024 08:26:40 GMT

Hi Geneypie

I'm really sorry that the fault is still ongoing. I will contact Openreach this morning and I will post back here.

Thanks

Re: Fibre not working and no update since yesterday

Debbie-TalkTalk — Wed, 28 Feb 2024 09:09:49 GMT

Hi Geneypie

Please can you add your TalkTalk account number or landline number to your Community Profile again?

Thanks

Re: Fibre not working and no update since yesterday

Geneypie — Wed, 28 Feb 2024 09:49:38 GMT

Hi Debbie,

I've added the number but it's just come back luckily.

The fault tracker doesn't really seem to know what's going on though, it's sending me troubleshooting messages as if it's a freshly reported fault.

Re: Fibre not working and no update since yesterday

Debbie-TalkTalk — Wed, 28 Feb 2024 09:50:56 GMT

Hi Geneypie

Thank you. Is everything working ok now?

Openreach did close the fault this morning as resolved.

Re: Fibre not working and no update since yesterday

Geneypie — Wed, 28 Feb 2024 10:36:52 GMT

Yes it's working now. I'll just ignore the fault messages I'm getting

Re: Fibre not working and no update since yesterday

Debbie-TalkTalk — Wed, 28 Feb 2024 10:40:18 GMT

Hi Geneypie

I'm so glad to hear that everything is working ok now.

I've checked again and the fault with Openreach has been closed.

If you do experience any further issues then please let us know.

Thanks

Debbie