topic Re: No internet, flashing PON light in Full Fibre

No internet, flashing PON light

Clem-Fandango — Mon, 06 Jan 2025 22:54:43 GMT

I’ve had no problems with my connection for about 10 months. The connection dropped this morning with a red light on my eero router. PON light was flashing. I powered both off for a good few minutes before powering them back on. Still nothing.

I spoke at length to webchat. After trying a different cable and powering down, the chap said that they’d send a new router. I explained that I was not convinced that the router was the problem because a flashing PON is often an authentication failure. He explained that the diagnostics were certain of the problem, and he assured me that a new router would solve the issue.

I work from home, so 3 days without a connection is a nightmare for me.
I have an identical eero as an extender, so I factory reset that and went through the eero app to replace the old gateway with this “new” eero. Going through the process was fine until it tried to connect to the internet – same problem as the other one. While it’s possible that both routers failed with the same error on the same day, it’s unlikely. This suggests that it’s not the router at fault, but occurs somewhere between the ONT and the network, with authentication being a likely candidate.

Some googling suggests a serial number mismatch, which would be weird given the 10 months of normal service. Any tips on getting support to double check the serial number authentication with OpenReach?

Re: No internet, flashing PON light

Gliwmaeden2 — Mon, 06 Jan 2025 23:06:44 GMT

Staff will respond during the day, @Clem-Fandango.

Please complete your community forum profile details for them to identify your account. Add your Talktalk phone number or account number by going via your avatar; settings; drop down menu...complete Personal Information. SAVE CHANGES.

Re: No internet, flashing PON light

ferguson — Mon, 06 Jan 2025 23:08:11 GMT

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: No internet, flashing PON light

Anonymous — Tue, 07 Jan 2025 07:52:18 GMT

Hi @Clem-Fandango

I'm sorry to hear this. I've escalated this over to our Faults Escalation Team now and I will let you know as soon as I receive an update back. It's possible that our team may also try and contact you directly.

Thanks

Michelle

Re: No internet, flashing PON light

Clem-Fandango — Tue, 07 Jan 2025 15:08:21 GMT

Hi @Anonymous, any updates on this?

Thanks

Re: No internet, flashing PON light

Anonymous — Wed, 08 Jan 2025 06:43:50 GMT

Morning,

I received confirmation that this was passed to a colleague in the Faults Escalation Team yesterday. If you're not contacted by this morning then please let me know and I can chase this for you.

Thanks

Michelle

Re: No internet, flashing PON light

Clem-Fandango — Wed, 08 Jan 2025 12:00:28 GMT

Hi @Anonymous . I’ve not heard anything this morning. I’d be very grateful for anything you can do make this happen.

Thanks,

James

Re: No internet, flashing PON light

Chris-TalkTalk — Wed, 08 Jan 2025 15:49:12 GMT

Hi James,

Just checking in with you, has anyone been in contact yet?

Chris

Re: No internet, flashing PON light

Clem-Fandango — Wed, 08 Jan 2025 16:13:48 GMT

Hi @Chris-TalkTalk. No, although I did receive a text saying “Good news! We’ve applied a solution”.

I can’t verify this as I’m not at home (although I can’t reach the router via the eero app like I usually can). I’ll reboot the router when I get home later.

James.

Re: No internet, flashing PON light

Clem-Fandango — Wed, 08 Jan 2025 17:54:37 GMT

Hi @Chris-TalkTalk. Nobody has been in contact and the issue persists. I’ve just power cycled the router and ONT and it’s the same as it’s been since Monday.

I suspect the automated text message was in relation to a new router being dispatched. I’m fairly certain this won’t solve the problem, so I guess I’ll have to start from scratch tomorrow?

This is really disappointing.

Re: No internet, flashing PON light

Anonymous — Thu, 09 Jan 2025 06:51:08 GMT

Morning,

I'm really sorry. I've chased the team now and have asked them to provide an update ASAP. I'll post back here as soon as they reply.

Thanks

Michelle

Re: No internet, flashing PON light

Clem-Fandango — Thu, 09 Jan 2025 07:10:55 GMT

Thanks Michelle, I really appreciate it.

Re: No internet, flashing PON light

Clem-Fandango — Thu, 09 Jan 2025 11:05:08 GMT

Hello again. Still no contact and I really need this to be sorted. The PON light is still flashing even without the router plugged in, so it’s definitely a connection or auth problem. Please could this be escalated further and expedited?

thanks

James

Re: No internet, flashing PON light

Clem-Fandango — Thu, 09 Jan 2025 20:28:13 GMT

4 days without an internet connection. Hours wasted in support chat only be told the support systems are down. Nobody has contacted me and absolutely no sign when this problem will be fixed, or if anyone is actually doing anything about it.

Is this typical for Talk Talk customer service? This is one of the worst customer experiences I’ve ever had (and I was a BT customer for years before this).

I’m very grateful to the Talk Talk staff and community members who’ve replied to me here and given me some hope, but it needs to be backed up by actions.

I am politely requesting that someone with the ability to actually solve this problem contact me immediately. I don’t think I’m being unreasonable here.

Thank you,

James

Re: No internet, flashing PON light

ferguson — Thu, 09 Jan 2025 20:50:11 GMT

Sorry to see this still ongoing, the support team here I am sure will pick this up again as soon as they are back online tomorrow.

Re: No internet, flashing PON light

Clem-Fandango — Fri, 10 Jan 2025 07:16:23 GMT

Thanks @ferguson, I hope so, too.

I’m concerned that nothing can be done over the weekend, so I really need this to be resolved today.

@Anonymous , is there someone more senior this can be escalated to? It doesn’t appear that the Fault Escalation Team are doing anything about this?

Thank you

James

Re: No internet, flashing PON light

Anonymous — Fri, 10 Jan 2025 08:46:16 GMT

Hi James,

I've contacted the manager of the team and he advised me that he has escalated this and asked that this is picked up ASAP so you should hear from the team this morning.

Thanks

Michelle

Re: No internet, flashing PON light

Clem-Fandango — Fri, 10 Jan 2025 08:54:01 GMT

Thank you, @Anonymous, this is great news. I look forward to hearing from them.

thanks again,

James

Re: No internet, flashing PON light

Anonymous — Fri, 10 Jan 2025 08:55:34 GMT

Hi James,

If you don't hear by 10am then let me know please.

Michelle

Re: No internet, flashing PON light

Clem-Fandango — Fri, 10 Jan 2025 10:09:44 GMT

Hi @Anonymous no contact yet.

James