LOS Solid Red Light on the ONT Hub and No Internet

[Julia9CA]

Apologies if this issue and the solution has been reported before, or if I leave out any important details - I am tethered to my mobile phone data to type this as have no other access to internet.  I've been with TalkTalk for a number of years and signed up to a Fibre35 contract in December 2022.

Before today I had a Master Socket 5C with microfilter - over the past few months, download speed tests were on average at 10-11 MBPS and the internet was frequently disconnecting.  I booked an appointment for engineer help.  Engineer was booked for today and a new box arrived via courier yesterday with new cables/hub.

This morning, an OpenReach engineer installed new boxes, new cables, new wires, routed to the street's telephone pole, drilled new hole through wall, etc.  The service worked for a couple of hours and then stopped working.  I reported this on the TalkTalk site early this afternoon. 

The wi-fi hub ONT displays a solid green power light and a solid red LOS light.  The other two lights (PON, LAN) are off.  Unplugged cables, waited, replugged cables, tried this several times, rebooted both laptops, tried an ethernet cable, tried the old hub box, tried to re-connect old hub box back to the old Master Socket 5C with microfilter, visually inspected the wires inside and outside the house and wires looked OK.  No matter what I try to do, there's no internet (although the laptops via the ethernet cable acknowledge that the hub/LAN is there, and the hub asked the laptops for the password).

Is there anything else I can try that might help?  It appears I can't go back to the old Master Socket box, and the new ONT box is not connecting to the internet either.

Any assistance is greatly appreciated!

[Julia9CA]

Thank you, I've actioned this and will wait for TalkTalk to respond on Monday.  Have a great weekend!

[KeithFrench]

The ONT and the WiFi hub are two totally different devices.

The hub gives the first clue - no connection to the fibre. I would suspect that this is a fault with the new full-fibre network. Please can you try turning the ONT itself off for at least 30 minutes?

However, the surprising thing is that the LAN light is out on the ONT. I assume that this is the port on the ONT that the hub connects to -  I don't know which ONT you have as no port is called LAN on any of the ONT documentation I have.

No worries though, please can you confirm that the hub is connected via its red WAN port on the back via an Ethernet cable to the ONT LAN (or Ethernet) port?

[Gliwmaeden2]

@Julia9CA, it sounds as though you have been moved onto Full Fibre (fibre to the premises) and your previous service, Fibre35 (fibre to the cabinet) has no further relevance.

So this was no ordinary repair job.

Staff are not back on here before Monday. To follow up, they will need to identify your account so you must put your Talktalk landline number in your community forum profile. It will be linked to your previous service and they should be able to follow up from there. Go via your avatar/name; settings; Personal Information. SAVE CHANGES. 

Over the weekend your point of contact is phone support (Saturday) or Chat (Saturday  / Sunday).

Opening hours are detailed at the bottom of this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Julia9CA]

Forgot to mention, new wi fi hub has blinking orange light.  When I tried old wi fi hub, it also had a blinking orange light.  When engineer left this morning, new hub light was solid white, but this only lasted for a couple of hours before blinking orange light started.