topic Re: PON light flashing in Full Fibre

PON light flashing

cmac71 — Thu, 24 Nov 2022 09:03:14 GMT

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

Re: PON light flashing

Baldrick1 — Thu, 24 Nov 2022 10:47:14 GMT

@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

Re: PON light flashing

cmac71 — Thu, 24 Nov 2022 10:59:24 GMT

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

Re: PON light flashing

MatthewWheeler — Thu, 24 Nov 2022 11:23:48 GMT

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

Re: PON light flashing

cmac71 — Thu, 24 Nov 2022 11:28:42 GMT

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

Re: PON light flashing

SammyM — Sun, 27 Nov 2022 17:19:01 GMT

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.

Re: PON light flashing

cmac71 — Sun, 27 Nov 2022 17:27:30 GMT

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.

Re: PON light flashing

SammyM — Sun, 27 Nov 2022 17:39:21 GMT

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.

Re: PON light flashing

cmac71 — Sun, 27 Nov 2022 17:45:37 GMT

Even though i was told it would be yesterday!!

Re: PON light flashing

SammyM — Sun, 27 Nov 2022 18:17:03 GMT

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.

Re: PON light flashing

cmac71 — Sun, 27 Nov 2022 21:16:25 GMT

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

Re: PON light flashing

TheMightyAJ — Mon, 28 Nov 2022 12:24:35 GMT

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.

Re: PON light flashing

cmac71 — Mon, 28 Nov 2022 12:33:02 GMT

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 ?

Re: PON light flashing

cmac71 — Mon, 28 Nov 2022 21:07:07 GMT

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

Re: PON light flashing

willcutforth — Tue, 29 Nov 2022 08:15:11 GMT

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?

Re: PON light flashing

cmac71 — Tue, 29 Nov 2022 08:42:29 GMT

How about send one today. Although there is nothing wrong in the house, as confirmed by Openreach engineer. As for stress, nothing to do with stress, more to do with a seemingly casual attitude. I just want my internet back on, this is now day 6 !!!! I would appreciate it being back on for me when i get back home today, although, as things stand, that may be a bit optimistic !!

Re: PON light flashing

willcutforth — Tue, 29 Nov 2022 08:49:05 GMT

I completely get where you are coming from. The fact you are paying for a service you are not getting as well. We are unable to get same day engineer as it's just not possible however they have an appointment slot for tomorrow. The notes say that they passed it back to CA which means Customer Apparatus as the ONT modem wasn't working, that's why they have pushed it to an engineer.

Re: PON light flashing

cmac71 — Tue, 29 Nov 2022 08:54:27 GMT

The ONT box is fine, apart from the flashing PON light, the Openreach engineer changed it for a new one, and the lights are strong. I was told it was cables that had been swapped over somewhere, hence the reason it is not working. Tomorrow it will need to be then, and that will be a full week !!! I just want it fixed, and not charged for no service

Re: PON light flashing

willcutforth — Tue, 29 Nov 2022 08:59:50 GMT

That's what I thought from reading your post as well. We will definitely compensate you for the service you have not had. I have booked the appointment in for tomorrow between 8am and 1pm and I will check back on this after 1pm tomorrow for you.

Re: PON light flashing

cmac71 — Tue, 29 Nov 2022 09:06:49 GMT

What do you mean, check back on this? That implies that what seems to be a relatively simple error, may not be fixed? Surely, if cables were swapped, then just swap them back to the original, working positions? Like i said, the Openreach engineer was at my house early Saturday morning, put a new box in etc, then he said he was going to get another engineer out to fix, obviously he didn't do that. I expect it to be back up and running by the time i get home tomorrow from work. That shouldn't be too much to ask, should it? I wonder how the other person affected by this is feeling ?