topic Re: No connection in Full Fibre

No connection

Steve197 — Mon, 09 Dec 2024 08:46:49 GMT

Day six since moved over to full fibre still no service.4 chats later and nothing is resolved.now thinking of changing supplier

Re: No connection

Steve197 — Mon, 09 Dec 2024 09:01:31 GMT

Had full fibre instal last wed ,worked great till exactly 6.17am the next day then no service?

If I do manage to get it back on which is very rare it will go back off at 6.17 am. Loads of chats n calls but don't think anyone understands the problem and there has been no action

Even waited in Friday pm for an engineer who didn't show up.not impressed

Re: No connection

Anonymous — Tue, 10 Dec 2024 06:35:14 GMT

Hi Steve,

I'm really sorry to hear this. We received an update yesterday morning that the engineers had made a configuration change. Have you been able to connect since your last post?

Thanks

Michelle

Re: No connection

Steve197 — Tue, 10 Dec 2024 13:56:46 GMT

It seems to have just come back on . Hopefully it stays this way 🙏. Thankyou

Re: No connection

Anonymous — Tue, 10 Dec 2024 13:58:08 GMT

Hi Steve,

I'm glad to hear this and thanks for confirming.

Thanks

Michelle

Re: No connection

Steve197 — Tue, 10 Dec 2024 15:06:15 GMT

But now it's gone back off . Heeeellllllp????????

Re: No connection

Steve197 — Tue, 10 Dec 2024 15:07:24 GMT

Now gone back off again 😒

Re: No connection

Anonymous — Wed, 11 Dec 2024 06:43:55 GMT

Hi Steve,

I'm really sorry to hear this. What lights are currently on both the ONT and the router please? Have you also tried powering down the ONT since your last post?

Thanks

Michelle

Re: No connection

Steve197 — Wed, 11 Dec 2024 08:12:50 GMT

Spoke to chat list night, should have an engineer out today. Fingers 🤞

Re: No connection

Anonymous — Wed, 11 Dec 2024 08:14:18 GMT

Hi Steve,

Thanks for letting me know and I'll check back in with you later on today to see how you're getting on.

Thanks

Michelle

Re: No connection

Steve197 — Wed, 11 Dec 2024 09:27:47 GMT

Is there a way of checking they are definatly coming ? As waited il last Friday pm and no1 showed up

Re: No connection

Anonymous — Wed, 11 Dec 2024 10:06:00 GMT

Hi Steve,

I've checked and I'm not 100% sure so I've escalated this now straight to my colleagues on the Fault Escalation Team and asked them to check this engineer visit and confirm with me ASAP. I'll post back as soon as they reply. It's possible that they may also try and contact you directly.

Thanks

Michelle

Re: No connection

Anonymous — Wed, 11 Dec 2024 10:43:05 GMT

Hi Steve,

Has my colleague now been in touch with you?

Thanks

Michelle

Re: No connection

Steve197 — Wed, 11 Dec 2024 10:48:33 GMT

Yes hopefully he can sort something out as this driving me crazy!

Re: No connection

Anonymous — Wed, 11 Dec 2024 10:54:32 GMT

I'm really sorry about this Steve, and I've asked him to keep me updated as soon as he knows more.

Thanks

Michelle

Re: No connection

Anonymous — Wed, 11 Dec 2024 14:35:51 GMT

Hi Steve,

I've been advised that the issue has been identified and we are hoping that it will be resolved today.

Thanks

Michelle

Re: No connection

Steve197 — Wed, 11 Dec 2024 14:57:12 GMT

It did come on for about 2 hours (like it did yesterday) but has gone back off again. Help

Re: No connection

Steve197 — Wed, 11 Dec 2024 14:58:44 GMT

It worked fromwhen I received a text to say fix applied . For approx 2hours

Re: No connection

Anonymous — Thu, 12 Dec 2024 06:27:18 GMT

Hi Steve,

Is it still off at the moment?

Michelle

Re: No connection

Steve197 — Thu, 12 Dec 2024 07:23:16 GMT

Yes day 8 no internet.when the fix was applied it came on for approx 2 hours.(ring doorbell was connected ) .then when I got home no connection.can you get the guy who called me yesterday to call back(sorry cannot remember his name).

As always I will be working in the local cafe (free internet) and will need 30 mins to get home should an engineer wish to attend. I'm sure they think I'm a hobo with a laptop..help this is super inconvenient. Thankyou