topic Re: Connected without internet in Full Fibre

Connected without internet

EllieGibbon — Thu, 27 Jun 2024 18:18:14 GMT

I reported an issue with my Internet connection last Sunday 23rd June, and followed up several times via Live chat, text and phone calls to the technical team. I've raised a complaint but still not heard back despite being promised a call back this evening. I have been told it is fixed which it is for about 5 minutes but then it drops again. I'm getting increasingly frustrated and don't know where to go next. Please help!

Re: Connected without internet

Gliwmaeden2 — Thu, 27 Jun 2024 20:03:10 GMT

@EllieGibbon, once there's a complaints process underway, forum staff have to leave things to those case managers.

.....but they might be able to chase up why you were not called at least!

Staff will be back on here during the day.

Re: Connected without internet

Chris-TalkTalk — Fri, 28 Jun 2024 06:20:05 GMT

Hi Ellie,

I'm sorry to hear that you're experiencing problems with your service. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and let us know if the disconnections continue

Chris

Re: Connected without internet

EllieGibbon — Fri, 28 Jun 2024 09:16:02 GMT

Hi Chris, no I've tried switching off several times (every time I contact you!), and it tends to connect for a few seconds and then drops again. The eero light is red. I understand 'connected without internet' can indicate a problem with the router/ eero. Could that be it? I've been told there is nothing wrong with the connection...

Re: Connected without internet

Chris-TalkTalk — Fri, 28 Jun 2024 09:54:30 GMT

Have you tried switching the eero and the ONT off for at least 30 minutes, if not then can you give this a try. If it then still isn't working I can arrange to send a replacement eero to test with

Chris