No internet but connected

[YorkshireHammer]

Hi, newbie here getting help from a friend to ask my question. 

I have full fibre 150 via city fibre, all the lights on the ont are solid green, I have a Wi-Fi hub FAST 5464-2.T4, I have no internet with flashing orange light on the router. I have unplugged the ont for 60 minutes and restarted, I have also borrowed my friend's router which is exactly the same as he is also with TT but no difference . The Internet has not been working for over a week so any help would be appreciated. 

[nambuso-TT]

@KeithFrench Thank you, @YorkshireHammer kindly let us know the above information so we can get this resolved for you. 

[KeithFrench]

There you go @YorkshireHammer, the result of my escalation.

[nambuso-TT]

@YorkshireHammer I am going to get this escalated for you since you are unable to get in touch using the number above. Please can you send me a private message or add it to your community profile the best contact number that you have. 

[mandisa1-TT]

Thanks @KeithFrench,  YorkshireHammer it usually offers you the chat option if you are on a rush but if you stay on the line, it usually passes you over to an available agent. 

[KeithFrench]

I will post back on here @YorkshireHammer or my contact might get someone to contact you. As soon as I hear, I will be able to confirm what will happen.

[YorkshireHammer]

Thank you, sorry I should have made it clearer that I tried directly from the ont to the tv.

How would I expect to hear from them please. 

@mandisa1-TT  the bot does not transfer to an agent, it just ended up advising to download the app which is of no use at all. 

[mandisa1-TT]

Thank you very much for the help @KeithFrench. 

[KeithFrench]

Hi @YorkshireHammer 

I have escalated this as promised.

[KeithFrench]

Hi @YorkshireHammer 

The only other thing is, do you have a spare Ethernet cable that can go from your TV to the ONT?

The Full Fibre Helpdesk is the only way that you can get help with Full Fibre packages. However, if you can't get to speak to someone, that is of no help at all. I will escalate this to a contact that I have within TalkTalk right away.

[mandisa1-TT]

After the Bot you will be transferred to an agent, however @KeithFrench Also be able to offer assistance.

[YorkshireHammer]

Hi @KeithFrench the cable is connected to the WAN, I don't have a laptop but have just tried to connect directly to my TV ethernet port without any joy.

Trying to get help from the full fibre team is impossible, I just get directed to the bot. 

[mandisa1-TT]

Thank you so much for the support @KeithFrench 

[KeithFrench]

Hi @YorkshireHammer 

Which socket on the back of the router is the Ethernet cable from the ONT connected to? It needs to be the red WAN socket.

What happens if you disconnect the Ethernet cable from the router and connect it to a wired device, such as a laptop or PC? Do you get internet access on that one device? 

[mandisa1-TT]

My apologies, I have added it above.

[YorkshireHammer]

Do you have a contact number for the full fibre team without having to go through menu's 

[mandisa1-TT]

Hi there @YorkshireHammer I am sorry to hear you are having issue with the connection, please contact the full fibre team on 03451720074- VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed they will be able to assist you further and complete checks.
@KeithFrench any suggestions on this would be appreciated.