No connection to internet

[HayleyRenton]

Hi I had the Eero installed last Friday. The internet worked for a day then went offline on Sunday. The light on the Eero is red and so is the LOS light on the modem.

Tried everything I can think of but getting no where. Ran a test on my account which stated ' Our tests have shown a potential issue with your Fibre Connection box (ONT)'.

Spent hours on the online chat but getting no clear answers.

Really need some help getting this back online. 

[Karl-TalkTalk]

Hi Hayley,

That's good news.  Glad to hear the engineer was able to locate and then fix the issue for you.

If there are any further issues, please let us know here so we can help.

Thanks  

Karl. 

[HayleyRenton]

Hi Chris 

An engineer came and fixed it this morning. Turns out there was a problem with some of the wiring in the external box which was damaged by the weather conditions. 

Many thanks 

[Chris-TalkTalk]

Hi Hayley,

How are you getting on? If you still have no connection I'll pass it over to our network team for further investigation

Chris

[HayleyRenton]

Thank you

[Gliwmaeden2]

Staff will not be back on here before Monday, @HayleyRenton.

You could contact Talktalk directly today, but they will require you to do the diagnostic tests all over again:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[HayleyRenton]

Hi 

The internet is still offline today. What else can I do or do I need to request an engineer? 

thanks 

[HayleyRenton]

Hi 

I have done this and the issue remains the same. Eero light is red and LOS light is red. Eero app says my internet is offline. 

thanks 

[Chris-TalkTalk]

OK thanks. Can you switch the ONT and eero off and leave them off for at least 30 minutes, then switch back on and retest

Thanks

Chris

[HayleyRenton]

Hi Chris 

Yes I was previously with Shell. I updated my package to full fibre when I moved house (which is when I received the Eero).

thanks 

[Chris-TalkTalk]

Thanks for updating your profile. Could I just ask, have you migrated from Shell?

Chris

[HayleyRenton]

Hi

I believe this is now updated.

many thanks 

[Chris-TalkTalk]

Hi Hayley,

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

Chris