My internet stopped working

[Lavender00]

About 22:40 my internet just cut out completely and I can even check it on the website. My fibre box has the power light and Ethernet light on but the broadband light isn’t on. Is this happening to anyone else and when will it get fixed?

[Debbie-TalkTalk]

Hi @Lavender00 

I'm so glad to hear this.

I will let my colleague from our faults escalation team know.

Thanks

Debbie

[Lavender00]

Hi there the internet is finally back to normal again, it must just have took our area a while to recover from what happened to the fibre problem. Thank you so much for all the help.

[Debbie-TalkTalk]

Hi @Lavender00 

Our faults escalation team have advised that they have arranged an engineer visit and they will contact you again after this visit.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Lavender00

No problem. I will also post back here if I receive any additional information.

Thanks

Debbie

[Lavender00]

Thank you very much 

[Debbie-TalkTalk]

Hi @Lavender00 

I'm really sorry about this.

I have escalated this over to our faults escalations team to take a look.

The team may also contact you directly.

Thanks

Debbie

[Lavender00]

Yeah I’ve done that but nothing has changed still not broadband light on, only power and Ethernet lights are on

[Debbie-TalkTalk]

Hi @Lavender00 

Apologies for this.

Please can you try powering down the ONT and router again for me and then retest?

[Lavender00]

Still no luck for me, not sure what’s going on

[Debbie-TalkTalk]

Hi @Lavender00 

This fault should now be resolved.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @Lavender00 

I can now see that an outage has been reported in your area and the engineers will be working to fix this.

[Debbie-TalkTalk]

Hi @Lavender00 

I'm really sorry to hear this.

Did you try powering down the ONT and router for a full 30 minutes?

[ferguson]

Ah OK, no known issues there. Do keep us posted. 

[Lavender00]

Glasgow 

[ferguson]

No worries, thank you. You're not on a City Fibre connection in Leicester by any chance? 

[Lavender00]

I’ve filled in my profile and I’ll give the 30 minutes a try, thanksss

[ferguson]

Ah OK, is it Full Fibre then? My bad if I misunderstood. Have you tried switching the ONT off for 30 minutes? Please do complete those details I mentioned earlier for the benefit of the support team. 

[Lavender00]

I don’t have a phone line, it’s fibre only and not sure what the test socket is. Is that’s the original one before they put the fibre in ?

[ferguson]

Sorry to see this. Is your phoneline working OK? Have you tried connecting the router at the test socket? Subject to that, if you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.