Fibre65 upgrade

[vth2025]

Hello, I hope somebody can help.

I upgraded our broadband from copper to Fibre65 on 11th March and we were given the go live date as Thursday 20th March.

Our Internet stopped working on Saturday 15th (I noticed no dial tone on our phone do assume the line is disconnected). When I rang on Saturday the lady said it should be working fine by this morning. It still isn't and I have been passed back and forth through the chat ( first to technical, then to  package management then back to technical). My data was running out so had to leave. Could someone please see what is going on. Thank you so much.

[Karl-TalkTalk]

Hi

How are things now, is everything working ok ?

Karl.

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[vth2025]

Thank you so much for letting me know @Karl-TalkTalk  

[Karl-TalkTalk]

Hi

I've checked with Openreach, this has been issues to a field engineer today.

The fault is showing as a Disconnection within the Openreach Network, so the engineer should not come to the house, but locate the fault externally.

Karl.

[vth2025]

Hi @Karl-TalkTalk,

I received a text from Open Reach this morning. It basically said an engineer will be allocated and that the fault is outside the premises. I was just wondering if you had any more information on this please? On my account it does say they will not need to enter our home but thought I would hang around just in case. Thank you.

[Karl-TalkTalk]

No Problem 🙂

Give me a nudge tomorrow and I'll chase up Openreach.

Karl 

[vth2025]

Ok, thank you for checking @Karl-TalkTalk 

[Karl-TalkTalk]

Hi

No updates as yet, I've checked the Openreach system and this is still under investigation.

Karl.

[vth2025]

Hello. Would you by chance have any updates on this from your end? Just so I know whether to stay in on any particular day (last week he did end up coming into the premises). Also, could I check that the line has been moved over from BT to you please? Thank you.

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[vth2025]

Thank you @Karl-TalkTalk 

[Karl-TalkTalk]

Hi

Tests are showing a disconnection on the line.  I've logged this to Openreach for investigation.

Thanks  

Karl. 

[vth2025]

Hello, unfortunately the phone line seems to be down again. Although the Internet is working. Hope you can advise.

Thank you.

[Chris-TalkTalk]

OK, glad to hear it's working 🙂

[vth2025]

Thanks Chris.

It seems to be working so far (fingers crossed!).

I will wait until Monday to see what is happening with the phone line.

[Chris-TalkTalk]

Yes, you can give it a try 🙂

[vth2025]

Thank you Chris. I will wait for Monday then.

Is ot OK for me to connect to the router and see if I can get WiFi. Assuming I won't as the phone is not working but should I try anyway? The light is white. 

Thank you

[Chris-TalkTalk]

Hi vth2025,

I've checked the order and it just says 'implementation delayed' but doesn't give a reason why. There is confirmation that an appointment has been booked for the 24th to complete the work

Chris

[vth2025]

Hello.

Little update. Had a text from Open Reach to say the new activation date is now Monday 24th March.

Would you have anymore details why this is please?

Also should I try connecting a device to the router as it is showing a white light.

Thank you.

[vth2025]

Hello

I have not received an email to say everything is up and running.

The router is showing a white light but phone does not work.

I did not connect any devices to the router as was not sure if they were still working on things.

There did not appear to be an engineer coming out to work on the cabinet.

Hope you can advise further.

Thank you.