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NEED SOME HELP?

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No connection to internet

HayleyRenton
First Timer
Private Message TalkTalk
Message 13 of 13

Hi 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. 

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12 REPLIES 12

Message 1 of 13

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. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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HayleyRenton
First Timer
Private Message TalkTalk
Message 2 of 13

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 

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Message 3 of 13

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

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HayleyRenton
First Timer
Private Message TalkTalk
Message 4 of 13

Thank you

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Message 5 of 13

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

Gliwmaeden2, a fellow customer.
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HayleyRenton
First Timer
Private Message TalkTalk
Message 6 of 13

Hi 

 

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

thanks 

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HayleyRenton
First Timer
Private Message TalkTalk
Message 7 of 13

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 

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Message 8 of 13

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

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Message 9 of 13

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 

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Message 10 of 13

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

Chris

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HayleyRenton
First Timer
Private Message TalkTalk
Message 11 of 13

Hi

 

I believe this is now updated.

 

many thanks 

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Chris-TalkTalk
Support Team
Staff
Private Message
Message 12 of 13

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

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