No Internet connection

[EdithNotAda]

I lost my internet connection at 05.26hrs (shown on my Eero 6). 

My Eero connection light is RED.

There are 3 lights on my ONT (Power, Broadband, Service). 4th light (Internet) not illuminated.

I am with City Fibre. Fibre 65 FTTP.

I have disconnected and reconnected Eero device from ONT several times but still no connection.

I connected by MacBook Air directly to ONT but still no internet connection.

I am connected by 4G iPhone to my MacBook Air for limited access as I don't want to use up all of my data.

Your help would be appreciated.

Regards Carol

[Arne-TalkTalk]

I understand.  

[EdithNotAda]

Thanks Arne. I can't be without an internet connection for any length of time as I have Stage IV cancer and need online contact with the hospital oncology team as I have regular online reviews to monitor my condition before drugs are prescribed. Also my husband works from home as an author and needs online access with publishers.

I will leave things as they are and just pay month by month. I did speak to the loyalty team in August 2022 but couldn't help because of me having a City Fibre line rather than an Openreach line.

Regards Carol

[Arne-TalkTalk]

Hi EdithNotAda

You are out of contract since April 2022, you could call our loyalty team, but because you are connected via City Fibre the only way to upgrade the speed is to stop the line and reorder the service on a different profile, Sadly this will mean a loss of service while the order is processed. 

[EdithNotAda]

Yes, that would be helpful. Thanks

Regards Carol

[Debbie-TalkTalk]

Hi EdithNotAda

Would you like me to ask my colleague Arne (billing section) to take a look at your account for you?

[EdithNotAda]

Yes Michelle. My connection came back at around 13.00hrs as I was speaking to a technical person. She was trying to locate my line on the system when my husband said it's back on. She couldn't find my line although the first person I spoke to found my account and after answering ID questions she transferred me to the technical department. 

Since having City Fibre Full Fibre connected I don't have a contract but just pay month by month on Full Fibre 65 data only. I tried to get on a contract for Future Fibre 150 but was rejected because I had a City Fibre line not Open Reach so I gave up trying.

Regards Carol

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Is your connection still ok since your last post?

Thanks

[EdithNotAda]

Thanks Keith French. I don't know what happened behind the scenes but my internet is back on. 

Regards Carol

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.