No connection

[Steve197]

Day six since moved over to full fibre still no service.4 chats later and nothing is resolved.now thinking of changing supplier

[Steve197]

It did come on for about 2 hours (like it did yesterday) but has gone back off again.  Help

[Michelle-TalkTalk]

Hi Steve,

I've been advised that the issue has been identified and we are hoping that it will be resolved today.

Thanks

Michelle

[Michelle-TalkTalk]

I'm really sorry about this Steve, and I've asked him to keep me updated as soon as he knows more.

Thanks

Michelle

[Steve197]

Yes hopefully he can sort something out as this driving me crazy!

[Michelle-TalkTalk]

Hi Steve,

Has my colleague now been in touch with you?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Steve,

I've checked and I'm not 100% sure so I've escalated this now straight to my colleagues on the Fault Escalation Team and asked them to check this engineer visit and confirm with me ASAP. I'll post back as soon as they reply. It's possible that they may also try and contact you directly.

Thanks

Michelle

[Steve197]

Is there a way of checking they are definatly coming ? As waited il last Friday pm and no1 showed up

[Michelle-TalkTalk]

Hi Steve,

Thanks for letting me know and I'll check back in with you later on today to see how you're getting on.

Thanks

Michelle

[Steve197]

Spoke to chat list night, should have an engineer out today. Fingers 🤞 

[Michelle-TalkTalk]

Hi Steve,

I'm really sorry to hear this. What lights are currently on both the ONT and the router please? Have you also tried powering down the ONT since your last post?

Thanks

Michelle

[Steve197]

Now gone back off again 😒 

[Steve197]

But now it's gone back off . Heeeellllllp????????

[Michelle-TalkTalk]

Hi Steve,

I'm glad to hear this and thanks for confirming.

Thanks

Michelle

[Steve197]

It seems to have just come back on . Hopefully it stays this way 🙏.  Thankyou

[Michelle-TalkTalk]

Hi Steve,

I'm really sorry to hear this. We received an update yesterday morning that the engineers had made a configuration change. Have you been able to connect since your last post?

Thanks

Michelle

[Steve197]

Had full fibre instal last wed ,worked great till exactly 6.17am the next day then no service? 

If I do manage to get it back on which is very rare it will go back off at 6.17 am. Loads of chats n calls but don't think anyone understands the problem and there has been no action

Even waited in Friday pm for an engineer who didn't show up.not impressed