Flashing orange light.

[celynen]

Hello, I've been without Internet since Friday evening. My sagecom fibre router has a constant flashing orange light. The lan light on the ont box comes on then off. I've tested the input speed at the ont box and it's very slow. I've explained this to a talktalk expert and had me carrying out some instructions, but to no avail. We are dependent on wifi for our tv, laptop and mobile phones.

Please help.

[Arne-TalkTalk]

Hi celynen

I have the Auto compensation team to investigate,

Once the investigation is complete you will receive an SMS/Email.

Regards

[celynen]

It's now the 17th of December and I haven't received any compensation.

Regards,

John

[Arne-TalkTalk]

Hi celynen

Your fault was resolved on the 12th November.  Compensation is applied after 30 days. 

We can follow up after the 12 Dec. 

[Gliwmaeden2]

It's not taken off the headline bill but would be credited up to 30 days after resolution of the problem, @celynen.

See this information page:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

If you need to follow up the matter further, post afresh in the billing area of the forum and it will be looked into during the week. 

But it's far too early to chase at this stage. Once credited, you can use it towards subsequent payment or claim a refund from My Account. 

You'll get an email first of all to let you know if it's on its way. 

[celynen]

I received my monthly bill today from Talktalk, showing no reduction for a week without internet. I thought that compension was paid automatically?

[Chris-TalkTalk]

Hi John

That's great news, thanks for letting me know. Apologies for any inconvenience.

Chris

[celynen]

Saturday 2pm white light shows on router. Internet back on, good speed.

Finally after just over a week with no Internet we are back online, so happy. Thanks for your help.

John

[celynen]

The Future Fibre engineer phoned me last Wednesday and he said he would arrange a new router to be sent to me. He told me how to install it correctly, he added that if it doesn't fix the fault then an engineer will have to call at my home.
It arrived today, and after installing it as instructed, I'm sorry to report the orange light is still flashing, therfore no internet.
Will you please get in touch with the Future Fibre team and ask them to send an engineer as quick as possible please as this home is very dependent on the internet.
Thank you,
John.

[Chris-TalkTalk]

Hi celynen,

They are going to call you again tomorrow

Chris

[celynen]

I somehow missed a phone call from the future fibre team and I can't get back to them. Could you ask them to call again please.

[Chris-TalkTalk]

No problem. Hopefully the Future Fibre team will be able to get to the bottom of it

Chris

[celynen]

Thank you Chris. One thing I've noticed, when I go on my mobile or on my laptop and look at available networks,  the list is blank whereas normally it shows 5 or 6 available.

So I'm thinking there maybe a general outage in my area?

[Chris-TalkTalk]

Hi John,

I've passed this over to our Future Fibre team for furher investigation. I'll let you know when I receive an update or they may contact you directly

Chris

[celynen]

I have now tried my neighbours router, which also flashes. I believe the problem is either external or there is a problem with the ONT.

Please send someone to sort it ASAP.

Regards, John.

[celynen]

Chris, I turned the two boxes off for 40 minutes and back on but orange light still flashing and Lan light on ont box goes on and off intermittently.

[Chris-TalkTalk]

OK thanks. Could you switch the ONT and router off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[celynen]

I've changed the router to an identical one and changed the ethernet cable and double check all connections. Tested speed at ONT, which is slow 15mbps.

[celynen]

No, orange light still flashing, no Internet.

[Chris-TalkTalk]

Hi celynen,

Your internet connection appears to be up and running at the moment, is everything OK now at your end?

Chris

[Gliwmaeden2]

Staff will respond during the day but are not on here at weekends, @celynen  - just Monday to Friday.