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Track Fault Day 5

Lewis54
First Timer
Message 8 of 8

My internet failed last Wednesday at 10.00pm. I received an email on Thursday morning that a Track Fault had been detected and that the matter should be resolved within 2-3 days. That was FIVE days ago. Since then I have had no further communication and NO internet. When can I expect this matter to be resolved? 

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7 REPLIES 7

martswain
Philosopher
Message 1 of 8

@Lewis54 , "fixed on the fault", that's a new level of BS that I have never heard before, especially as it was just a cable fault.

 

A factory reset should clear any issues unless the router has actually developed a real fault.

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Message 2 of 8

Hi Lewis54

 

Apologies for this.

 

Did our Faults Team advise that a replacement router was being sent out?

 

Thanks

 

Debbie

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Lewis54
First Timer
Message 3 of 8

Good Morning Debbie. 

Unfortunately not.  The engineers believe the router has become “fixed on the fault” and cannot be reset. They have requested that I get a new one, and  that will take 2-4 days to arrive. 😔

 

thanks for your contact this morning. 😊

 

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Message 4 of 8

Hi Lewis54

 

The fault has now been closed - Fault found in underground cable.

 

Is this working ok now?

 

Thanks

 

Debbie

 

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Message 5 of 8

Hi Lewis54

 

Thanks for updating your Community Profile.

 

I can see that this fault was assigned to a line engineer to investigate today.

 

I will check on this fault again tomorrow for additional updates from Openreach.

 

Thanks

 

Debbie

Lewis54
First Timer
Message 6 of 8

Hi Michelle. That’s Done 

Michelle-TalkTalk
Support Team
Message 7 of 8

Hello,


 

Can you please update your community profile to include your:


  • Name

  • Telephone number

  • Alternative contact number


  •  

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.


 

Thanks

 

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