topic Re: Loss of internet connectivity IV3 in Full Fibre

Loss of internet connectivity IV3

coliander — Tue, 26 Nov 2024 18:14:47 GMT

Good evening. My ONT lost connection this afternoon at approximately 14:00. Still no connectivity as of 18:13.

Power and Ethernet indicators on ONT are lit. Broadband and Service indicators are unlit.

Inverness IV3 area.

Please advise.

Re: Loss of internet connectivity IV3

ferguson — Tue, 26 Nov 2024 18:55:31 GMT

I can't see an outage reported, but these things can of course happen locally. Try switching the ONT off for a full 30 minutes at the mains before turning it back on again. Let us know if that helps, or not.

Re: Loss of internet connectivity IV3

coliander — Tue, 26 Nov 2024 19:14:50 GMT

Currently going round on circles with 'Peter' on the web chat.

He's currently going through his list of prompts to diagnose the issue from his end. He's just told me to turn off my router by pushing the button on the side. I have an Eero. He then asked me to confirm that the red light is not in fact the power light.

I'll try powering off the ONT again when he's gone through his list, but I suspect that the lack of Service light means that there's an issue with the network.

Re: Loss of internet connectivity IV3

Debbie-TalkTalk — Wed, 27 Nov 2024 07:04:27 GMT

Hi @coliander

I'm sorry for the delay.

Did you try the 30 minute power down of the ONT?

Re: Loss of internet connectivity IV3

coliander — Wed, 27 Nov 2024 07:45:52 GMT

Morning, Debbie. Left it powered off for 30 minutes last night, no dice.

I have a fibre cabinet directly outside my property. I popped out to see if there were any signs of recent activity and noticed that there was a rather fresh, small length of purple sheathing with a yellow collar sitting just behind the box. Is it possible that an engineer was out setting up another property and inadvertently knocked out my connection? I'm no expert, but I'd assume that the lack of Broadband and Service lights would suggest a physical fault somewhere between my home and the exchange.

Re: Loss of internet connectivity IV3

Debbie-TalkTalk — Wed, 27 Nov 2024 07:56:34 GMT

Hi @coliander

Apologies for this.

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Loss of internet connectivity IV3

coliander — Wed, 27 Nov 2024 08:02:10 GMT

That should be it now, Debbie.

Re: Loss of internet connectivity IV3

Debbie-TalkTalk — Wed, 27 Nov 2024 08:52:45 GMT

Hi @coliander

Thank you. I've passed this over to our Faults Escalation Team now and I will post back as soon as we receive an update. It's possible that the team may also try and contact you directly.

Thanks

Re: Loss of internet connectivity IV3

coliander — Wed, 27 Nov 2024 09:01:47 GMT

Hi, Debbie. All sorted.

TalkTalk arranged for an engineer to visit today. Regrettably, they failed to tell me that he'd be visiting today(!) and I wasn't home to let him in.. He phoned me, rather confused that nobody was answering the door.

Fortunately, he didn't need access to the property in the end. It turns out that my suspicions re: the cabinet were correct. A CF engineer had managed to disconnect me yesterday afternoon whilst working in the area. Today's engineer has passed this onto CF management to investigate.

Re: Loss of internet connectivity IV3

Debbie-TalkTalk — Wed, 27 Nov 2024 09:10:37 GMT

Hi @coliander

Thanks for letting me know. Did the engineer say that this fault would be resolved for you today or has the engineer passed this on for feedback?

Re: Loss of internet connectivity IV3

coliander — Wed, 27 Nov 2024 09:14:43 GMT

It has been resolved, Debbie. He reconnected me at the cabinet.

Re: Loss of internet connectivity IV3

Debbie-TalkTalk — Wed, 27 Nov 2024 09:16:02 GMT

Hi @coliander

Oh sorry for the confusion. I'm glad this has been fixed 🙂

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

Thanks

Debbie