topic Re: No full fibre broadband since 28/03/25 in Full Fibre

No full fibre broadband since 28/03/25

Jay20 — Mon, 07 Apr 2025 09:24:49 GMT

Will be grateful for any help regarding this. We are on talk talk full fibre 65 package. The internet has been patchy since 17th march but have no internet since 28th march. The router ( black wi fi hub sagecom fast 5464-2) is flashing amber at different speeds. The black ONT shows all 4 green lights.
We have been on the phone to talk talk several times and we have tried turning off router, reseting it, talk talk has sent 2 routers(similar models, not sure why). We also had a city fibre engineer who checked things and advised it was a waste of his time when the ONT is functioning.
we connected the ethernet cable from the ONT to our old laptop and it connects to the internet albeit at very slow speed.
we are buying mobile data in the meanwhile.
any help will be appreciated

Re: No full fibre broadband since 28/03/25

Debbie-TalkTalk — Mon, 07 Apr 2025 10:16:40 GMT

Hi @Jay20

I'm sorry to hear this.

Did you power down the router and ONT for a full 30 minutes? (this will start a new session)

Re: No full fibre broadband since 28/03/25

Jay20 — Mon, 07 Apr 2025 11:24:41 GMT

Thanks Debbie. I had powered down the routers several times but never been advised to power down ONT. I will do both now and feedback.

Re: No full fibre broadband since 28/03/25

Debbie-TalkTalk — Mon, 07 Apr 2025 11:34:02 GMT

Hi @Jay20

Thank you, please let me know how you get on.

Debbie

Re: No full fibre broadband since 28/03/25

Jay20 — Mon, 07 Apr 2025 11:57:42 GMT

I have powered on router and ONT. no connection. Still flashing amber light

Re: No full fibre broadband since 28/03/25

Chris-TalkTalk — Mon, 07 Apr 2025 14:14:35 GMT

Hi Jay20,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: No full fibre broadband since 28/03/25

Jay20 — Mon, 07 Apr 2025 16:40:24 GMT

Community profile Updated

Re: No full fibre broadband since 28/03/25

Chris-TalkTalk — Tue, 08 Apr 2025 07:47:44 GMT

Thanks but could you add your TalkTalk home telephone number or account number too please

Chris

Re: No full fibre broadband since 28/03/25

Jay20 — Tue, 08 Apr 2025 20:26:19 GMT

Profile updated with phone no

Re: No full fibre broadband since 28/03/25

Chris-TalkTalk — Thu, 10 Apr 2025 10:16:44 GMT

OK thanks. You appear to have an internet connection at the moment, are you still experiencing problems at your end?

Chris