Fibre Broadband no internet

[Kazp_1]

Good morning. 

Our fibre broadband keeps dropping out and saying 'no internet' even if we are connected to the WiFi. The light on the router is white static. My phone and TV are the only devices in the house that can connect, but even then it's slow. This is happening everyday now since last weds which is a massive problem as we work from home and need to connect to VPN. 

Would really appreciate any help. 

Many thanks.

Kind regards,

Karolyn

[Kazp_1]

Hi Chris/Debbie,

Is there any update on the fault? We are still having intermittent internet. This has been going on a really long time and we need it sorted. 

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

The Openreach fault ticket is showing a target fix date of 7 Dec. I'm sorry it's taking so long to resolve, apologies for any inconvenience 

Chris

[Kazp_1]

Hi Debbie,

Is there any update from Openreach? We can barely get on the internet at all today. It had improved yesterday so we thought maybe it was fixed, but it's really bad today. 

It's really affecting our work and we have to connect to work VPN via our mobile phone networks, but can't download the data we need from work. 

Thanks Debbie. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

No problem.

It appears to be external cable work, no appointment to the property is required at the moment.

Thanks again.

[Kazp_1]

Hi Debbie,

Thanks so much for the update. 

Do you know if the cable work required is at our house (access needed) or away from it at the fibre box at the end of our street/at the exchange?

Thanks again for all your help. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I have contacted Openreach for an update and they have advised that this fault is linked to an outage and cable work is required. The target fix date provided by Openreach is 07/12.

I will continue to monitor for additional updates.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Karolyn

No problem 🙂

Debbie

[Kazp_1]

Thanks so much Debbie. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Yes of course, no problem 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

I will continue to monitor for updates from Openreach.

Thanks again.

Debbie

[Kazp_1]

Hi Debbie, 

Would it be at all possible to get a new router sent to see if that helps while we wait for Openreach? 

If we turn the router off for 30 mins and turn it back on we get internet access for a while until it fails again and we have to re-do this process. 

Many thanks.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

No problem 🙂

Thanks

Debbie

[Kazp_1]

Thanks so much Debbie. Hopefully Openreach sort it soon.🤞🏻

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

This fault is still with Openreach, no additional updates have been provided at the moment.

I will continue to monitor this fault and I will post back on this thread as soon as Openreach provide further updates.

Thanks

Debbie

[Kazp_1]

Hi Chris,

Just to check, when will we know if the problem has been looked at by Openreach? Will they let us know?

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

No problem 🙂

Chris

[Kazp_1]

Thanks so much for your help Chris. 

[Chris-TalkTalk]

Yes, they check the external line and if they need to access your home they'll contact you directly 

Chris

[Kazp_1]

Okay, thanks so much Chris. Will someone be in touch if they need to come round?

Kind regards,

Karolyn

[Chris-TalkTalk]

Line test is picking up a potential problem so I'll log it over to Openreach for investigation. Apologies for any inconvenience

Chris

[Kazp_1]

Please can anyone help? I have no internet and am meant to be working from home.