PON light flashing

[#1]

Hi all, i hope i can get some proper answers here. I have had my fibre in for around 6 weeks now, but a couple of days ago the LOS went red, but fixed itself. However, since yesterday morning, the PON light is flashing green, and there is a solid orange light in the router. Checked hub page and says no internet,. Any advice ? Thanks

[#2]

@cmac71  Welcome to the Community Forums.

Report a problem, see  https://www.plus.net/help/report-a-problem/broadband/#broadband

Moderators Note

This topic has been moved from Broadband to Full Fibre

[#3]

Thanks for moving to correct thread. I should also add, i have factory reset hub etc etc, but still no joy

[#4]

Hi @cmac71

I'm sorry to hear that your connection is down.

Our tests aren't showing any exact cause for this so I've raised this to our suppliers so they can investigate further.

We'll be in touch as soon as we know more 

[#5]

Ok thanks, if there is an explanation, and it will be fixed quickly, then not a problem

[#6]

Thanks for your patience @cmac71, the fault has been passed to a specialist team for a specialist engineer to be sent. 

Our faults team will keep you updated here. 

[#7]

Cant say im overly impressed. Tomorrow will be 5 days due to an incompetent engineer switching my cables. Not seeing mych of the supposed award winning network so far. Another engineer was supposed to fix yesterday, but alas, nothing.

[#8]

I'm really sorry and I can completely understand you feeling let down. As it needs a specialist engineer these can be a bit in demand causing a delay. 

We will keep you posted. 

[#9]

Even though i was told it would be yesterday!!

[#10]

An engineer did attend, but after reviewing the work needed he found it was outside his skillset. 

I'm really sorry for the disappointment, especially so close to Christmas and if there was something more we could do we would. 

[#11]

Incorrect, the openreach engineer was here, he phoned someone who said cables had been switched, which is staggering, and he was phoning another engineer who was supposed to come out and fix it. This is a shambles, tomorrow is 5 days, and counting, i want it fixed tomorrow,no more excuses

[#12]

Hi @cmac71,

I'm really sorry to read about the issues that you're experienced with the service. I can see that this has been escalated to a network specialist and an update is due later today. Once an update becomes available, our Faults Team will be in touch to discuss the case further.

[#13]

Maybe i should just go elsewhere ? Apparently, in layman's terms, it is 2 cables that were incompetently swapped over by an engineer. Surely just send someone to reverse the incorrect action from before? Obviously, another customer will also be affected by this fiasco? I just want my internet back on, i am losing days here, i need it for work as well as personal use. The whole point of switching to you was to get constant, consistent connection. It has been anything but, i am unimpressed that you are seemingly unable to book an engineer to fix this, surely 5 days, and counting, should be a priority to fix ?

[#14]

You said an update was due today. Just after 9pm and nothing, so tomorrow is day 6 without internet and no definite fix date. This is a shambles. If it goes back on i may look at my options as at the moment it is not fit for purpose

[#15]

Hey there @cmac71 so sorry about this, I can imagine it's been stressful without the internet. Ok, so I have checked the update and it needs an engineer to the property. When would you be free for one?