No internet connection since fiber was reconnected

[cemi85]

Hi, 

Ever since I’ve reconnected my fiber service I have no internet connection. I was told that the external issue was resolved. I was sent a new router but this didn’t fix the issue. I am not getting anywhere with the chat support. No idea what checks were done but all I’m being asked is to contact them a day after and my issue is still outstanding. I’d appreciate some help. Thanks in advance. 

[nambuso-TT]

Okay we are looking into this with the case management team, we will let you know.

[cemi85]

Ok, thanks. I also received a txt message this morning asking me to book an appointment within 24h so I’d appreciate help as I am unable to book it online. 

[Mandisa-TT]

@cemi85 I’ve checked your account and can confirm that it’s currently being handled by our Case Management Team. They’ve added notes advising that an appointment will need to be requested. Normally, they arrange this themselves, but before we take any steps to book an engineer, my manager will first verify with them to ensure there’s no duplication, as they are actively working on your case. I will update you as soon as I get a respond.

[Mandisa-TT]

No worries, I will keep you updated in the next hour. 

[cemi85]

Thanks ☺️ 

[Mandisa-TT]

Hi @cemi85 I will be able to look into this for you.

[cemi85]

Hi, 

I received an email to book an engineer, but there is no option online. I need to schedule a home visit, please can you assist me with that. Thanks. 

[Philile-TT]

We will now pass this to a case manager who will complete further diagnostics to fix your internet issue and we will contact you on your preferred number in the next 3 working days (not including Saturday and Sunday).

[cemi85]

That’s correct 

[Philile-TT]

@cemi85 the mobile number that is registered on your account is the number that you use on a daily basis? 

[cemi85]

Yes, all router has been set up yesterday - using all the new equipment provided with the new router.

[Philile-TT]

@cemi85 Have you set up the new router in place of the old one - using all of the cables and the power supply provided with the new router?

[Philile-TT]

@cemi85  I can see your broadband is currently not connected and the last connection was the Openreach engineer equipment, which proves that they were able to get a connection.

I need to complete some additional checks with you now to confirm the setup and find out what needs to happen next to resolve the issue.

[cemi85]

No, I am not. This is how it’s  all connected. 

[Philile-TT]

@cemi85 you are welcome, are you using the landline? 

[cemi85]

Hi, yes I am at home and thanks for looking into it. 

[Philile-TT]

@cemi85 Are you currently at home? 

[Philile-TT]

@cemi85 I will assist you with this. 

[ferguson]

Cool, they should get back to you tomorrow.

[cemi85]

Thanks so much. I’ve just updated my details. 😊