No connection since Friday morning

[semicerchi]

Hello, good evening.

I'd like to report an issue with my fibre connection here - I have not been able to get live chat to work in any browser on my laptop.

I initially checked for reports of issues in my area but have not seen anything so apparently it's just me. I went away for the weekend and forgot about this problem, only to find that I still could not connect when I came back.

The middle two lights on the box that receives the fibre connection (which is connected to my router's WAN port by Ethernet cable) are currently off - the ones which say Broadband and Service. I am not sure if they are supposed to be on but I seem to vaguely remember that all four lights on that box are usually on?

Thanks

[Chris-TalkTalk]

That's great, thanks for letting me know 🙂

Chris

[semicerchi]

Hi, 

I was contacted by someone earlier this afternoon who arranged a visit by the CityFibre team tomorrow afternoon. They actually arrived about an hour after the phone call and replaced the overhead cable, and now things are working as expected. Thanks everyone 😌

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Full Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact your directly 

Chris

[semicerchi]

Good morning, still no connection! 

Resetting with a pin did nothing. 

(I even checked the CityFibre box on the external wall, cleaned out all the webs and tried moving the cables onto the next socket on the little green box, but still no change.)

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle

[semicerchi]

I left the ONT off for a few hours, but after turning it back on the middle two lights are still off.

I have since found out a little more about the ONT:

• https://support.aa.net.uk/CityFibre_ONT
• https://www.zen.co.uk/help-support/cityfibre-ont-diagnostics/
• https://community.talktalk.co.uk/t5/Articles/Fibre-Connection-Box-lights-guide/ta-p/2579712

From reading these, it seems the actual issue is that it cannot detect the optical cable. I will try resetting it.

[Chris-TalkTalk]

OK thanks. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and check to see if the lights change. 

Chris

[semicerchi]

Hello,

I have a Sagemcom F@st 5364.

(Apologies, I was expecting email notifications for replies.)

[Chris-TalkTalk]

Hi semicerchi,

Could I just ask, which router do you have? (The model number is on a label on the back)

Chris