topic Re: No connection to internet in Full Fibre

No connection to internet

HayleyRenton — Fri, 11 Oct 2024 07:24:46 GMT

Hi I had the Eero installed last Friday. The internet worked for a day then went offline on Sunday. The light on the Eero is red and so is the LOS light on the modem.

Tried everything I can think of but getting no where. Ran a test on my account which stated ' Our tests have shown a potential issue with your Fibre Connection box (ONT)'.

Spent hours on the online chat but getting no clear answers.

Really need some help getting this back online.

Re: No connection to internet

Chris-TalkTalk — Fri, 11 Oct 2024 08:43:19 GMT

Hi Hayley,

Can you please update your community profile to include your:

Name
Telephone 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

Chris

Re: No connection to internet

HayleyRenton — Fri, 11 Oct 2024 09:10:48 GMT

I believe this is now updated.

many thanks

Re: No connection to internet

Chris-TalkTalk — Fri, 11 Oct 2024 09:49:55 GMT

Thanks for updating your profile. Could I just ask, have you migrated from Shell?

Chris

Re: No connection to internet

HayleyRenton — Fri, 11 Oct 2024 10:00:06 GMT

Hi Chris

Yes I was previously with Shell. I updated my package to full fibre when I moved house (which is when I received the Eero).

thanks

Re: No connection to internet

Chris-TalkTalk — Fri, 11 Oct 2024 10:47:46 GMT

OK thanks. Can you switch the ONT and eero off and leave them off for at least 30 minutes, then switch back on and retest

Thanks

Chris

Re: No connection to internet

HayleyRenton — Fri, 11 Oct 2024 16:03:34 GMT

I have done this and the issue remains the same. Eero light is red and LOS light is red. Eero app says my internet is offline.

thanks

Re: No connection to internet

HayleyRenton — Sat, 12 Oct 2024 12:12:00 GMT

The internet is still offline today. What else can I do or do I need to request an engineer?

thanks

Re: No connection to internet

Gliwmaeden2 — Sat, 12 Oct 2024 12:40:35 GMT

Staff will not be back on here before Monday, @HayleyRenton.

You could contact Talktalk directly today, but they will require you to do the diagnostic tests all over again:

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

Re: No connection to internet

HayleyRenton — Sat, 12 Oct 2024 14:52:46 GMT

Thank you

Re: No connection to internet

Chris-TalkTalk — Mon, 14 Oct 2024 06:07:21 GMT

Hi Hayley,

How are you getting on? If you still have no connection I'll pass it over to our network team for further investigation

Chris

Re: No connection to internet

HayleyRenton — Mon, 14 Oct 2024 07:33:48 GMT

Hi Chris

An engineer came and fixed it this morning. Turns out there was a problem with some of the wiring in the external box which was damaged by the weather conditions.

Many thanks

Re: No connection to internet

Karl-TalkTalk — Mon, 14 Oct 2024 07:36:42 GMT

Hi Hayley,

That's good news. Glad to hear the engineer was able to locate and then fix the issue for you.

If there are any further issues, please let us know here so we can help.

Thanks

Karl.