topic Re: Internet not working. in Full Fibre

Internet not working.

LucasS — Sat, 01 Feb 2025 20:56:42 GMT

It worked perfectly fine this morning. Came back home around 4pm and it is down since.

I can connect to eero via WiFi and ethernet.

When I came back home the ONT showed the following lights in green: power, service, ethernet. Broadband light was off.

I restarted the ONT and now only power and ethernet are solid green.

I tried turning off the ONT for an hour and plugging it back on to the same effect.

Tried using line check and it says "The connection test isn’t available."

Live chat doesn't work.

Please help.

Re: Internet not working.

Anonymous — Mon, 03 Feb 2025 07:14:17 GMT

Good morning,

Can I just confirm, are you still unable to connect since your last post? Are all the cables securely connected?

Michelle

Re: Internet not working.

LucasS — Mon, 03 Feb 2025 09:00:59 GMT

Everything is connected as it was from the beginning. Fibre cable is as it was laid. No bends over 90 degrees on it. Eero works fine.

There were new fibre boxes installed by openreach engineers on my floor and it looks like they tampered with cable boxes outside my flat.

I reported it via live chat yesterday. An engineer is supposed to come today.

Re: Internet not working.

Anonymous — Mon, 03 Feb 2025 09:04:48 GMT

Hi Lucas,

Ok thanks for checking and confirming and please let us know how you get on today when the engineer visits.

Thanks

Michelle

Re: Internet not working.

LucasS — Mon, 03 Feb 2025 09:42:23 GMT

Will do.

My engineer is booked for the afternoon. I forgot to ask what hours are those. Can you advise? Assuming 13-18?

Re: Internet not working.

Anonymous — Mon, 03 Feb 2025 09:43:23 GMT

Hi,

Afternoon appointments are 1-6pm.

Thanks

Michelle

Re: Internet not working.

LucasS — Mon, 03 Feb 2025 09:46:32 GMT

Thank you Michelle. I'll follow up after the engineer comes.

Re: Internet not working.

Anonymous — Mon, 03 Feb 2025 09:47:05 GMT

Great thank you.

Michelle

Re: Internet not working.

LucasS — Tue, 04 Feb 2025 07:03:58 GMT

Hi.

I've waited for the engineer yesterday from 12:30pm to 15. Decided to contact talk talk via live chat and was told that the visit was cancelled by City Fibre without a reason given. I had an agent book another visit today 8am-1pm.

I then called City Fibre to confirm the cancellation and was told it it was cancelled by talk talk.

I wasn't notified by talk talk about this, wasted majority of my day and had to investigate myself wasting even more time. This is unacceptable.

Plus I'm without internet connection for 4 days now.

I hope the engineer comes today.

Re: Internet not working.

Anonymous — Tue, 04 Feb 2025 07:07:17 GMT

Hi Lucas,

I'm really sorry to hear this. Could you add your account number to your Community Profile please and I can ask our Faults Escalation Team to take a look to make sure that the fault is progressing correctly. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Internet not working.

LucasS — Tue, 04 Feb 2025 13:56:48 GMT

Hi Michelle,

City Fibre engineers came today. They said the issue was caused by Openreach workers who damaged or disconnected some cables outside while doing their work. It looks like it's been resolved now and I'm back online.

Thank you for your help

Lucas

Re: Internet not working.

Karl-TalkTalk — Tue, 04 Feb 2025 13:58:36 GMT

That's great news, thanks for letting us know.

Regards,

Karl.