topic Re: Broadband failure in Full Fibre

Broadband failure

Theshed — Fri, 06 Dec 2024 10:11:12 GMT

I unplugged our system yesterday to put up Christmas Tree, on reconnection nothing worked.

We had three green lights on the Openreach box, Eero light was orange and the small black box, that connects to Eero had green and yellow on reverse but only two of the usual 3 blue lights on the front.

The router had a flashing orange light on front.

I tried all the usual resets but nothing.

This morning I have plugged in our old Router and we are back on line but phone does not work.

I am assuming the Router at fault but is there anything else I can try first ?

Thamks

Re: Broadband failure

KeithFrench — Fri, 06 Dec 2024 10:37:42 GMT

It is unlikely that something has just failed because it was turned off for a short while.

You say how many green lights you have, it would be more helpful to know exactly which ones are green. There is no orange light on the eero. I assume that it was red, which would signify no internet connection. Are you sure that the Ethernet cable is OK between the eero & the ONT, it may not be pushed in all the way. If possible try another cable.

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 10:47:47 GMT

Power, Pon & Lan are all green on the Openreach box.

I am currently using the original cables but with the old router so guess cables are ok but will try and swap them out.

What is ONT ?

Thanks

Re: Broadband failure

KeithFrench — Fri, 06 Dec 2024 10:55:52 GMT

Do you have full fibre in which case the Openreach box is the ONT or G.Fast? I assume that as TalkTalk only supplies eeros on certain Full Fibre packages, that is what you have? Of course, they could be eeros that you purchased yourself. Please can you confirm exactly what package you have?

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 11:03:17 GMT

Yea we have The Fibre 150 with VOIP.

And the Eero came with the package.

Re: Broadband failure

KeithFrench — Fri, 06 Dec 2024 11:23:38 GMT

The box that the eero connects to should be the ONT, I do not know what the Openreach box is then.

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 11:29:33 GMT

Thanks, I've updated that.

I will try the new cable and hope ! 🤞

Re: Broadband failure

Chris-TalkTalk — Fri, 06 Dec 2024 13:07:36 GMT

Hi Theshed,

Thanks for updating your profile, please let us know how you get on with the new cable?

Chris

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 13:42:32 GMT

New cable made no difference.

Our system ran through router as both PC and Tv where hard wired.

So I have rewired direct to Eero and system is now working but both Pc and Tv are running slow.

What can I do to restore speed ?

Re: Broadband failure

Chris-TalkTalk — Fri, 06 Dec 2024 13:53:36 GMT

Could you run a speed test on the PC and let me know what speed you are getting

Chris

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 14:49:13 GMT

Ok, so ran the speed test, and this is what came back ?

We’ve opened a repair case to investigate any potential issue with your connection.

We’re looking into it and should have an update in the next 5 minutes.

Come back to this timeline to see all future updates on your case.

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 15:04:08 GMT

So, received an Email requesting that I call a given number.

I rang that number and the message told me to leave mobile number for help by text !

Re: Broadband failure

Theshed — Fri, 06 Dec 2024 17:31:04 GMT

Ok so after the speed test I received an Email with a number advising me to make contact.

After going through the menu I was advised to leave a mobile number.

I was then sent a series of suggestions that I had already tried.

Then got onto Live Chat, was cut off after an hour and had to text.

Back on again and same questions !

I am now waiting for 'further investigation'. taking upto 3 days, so hopefully after the weekend I will have an answer.

So far very unimpressed and I'm not sure the fault was actually understood. 😠

Re: Broadband failure

Chris-TalkTalk — Mon, 09 Dec 2024 12:55:13 GMT

Hi Theshed,

Can you run a couple of speed tests on fast.com, at least 10 minutes apart, and let me know what speeds your get

Chris

Re: Broadband failure

Theshed — Tue, 10 Dec 2024 10:53:10 GMT

Good Morning Chris.

I have ran two speed tests this morning.

Speed Test 10/12/24 10AmScreen shot from first one attached.

For reasons unknown second did not stay on screen long enough to screenshot.

But, it did say status 'good'.

Speed appears ok, but I have not been home of an evening to confirm.

I did note, on the speed test introduction it did say best speeds are obtained by using an Ethernet cable.

Obviously this is not something I am able to do which was the original cause of the fault.

Sorry Chris

I just re-read your message I did not use Fast.com so will run again using Fast.

Thanks

Re: Broadband failure

Theshed — Tue, 10 Dec 2024 11:13:57 GMT

Screenshots from Fast.com

Test 1Test 2

Re: Broadband failure

Chris-TalkTalk — Tue, 10 Dec 2024 11:38:38 GMT

Thanks for running the tests, so does everything seem to be running OK now?

Chris

Re: Broadband failure

Theshed — Tue, 10 Dec 2024 11:57:40 GMT

So far yes, but we are working evenings this week so have yet to try service in 'normal' use.

Will be back in touch if needed.

Can I ask one more question.

Before running the test, it says 'best done with ethernet cable attached'.

Why is this not an option with the eero ?

Re: Broadband failure

Chris-TalkTalk — Tue, 10 Dec 2024 12:01:24 GMT

Sorry, I'm not sure what you mean by 'not an option with the eero'

Re: Broadband failure

Theshed — Tue, 10 Dec 2024 12:32:40 GMT

So the eero only has 3 ports.

Power, Voip and Fibre in.

So I am not able to use an Ethernet to hard wire PC or Tv.

Or am I missing something ?