topic Re: Loss of sevice in Full Fibre

Loss of sevice

KW1212 — Sat, 11 Apr 2026 15:40:09 GMT

I’m currently experiencing a complete loss of service. My Openreach ONT shows a red LOS light, meaning there is no fibre signal coming into the property.
I have been in contact with Plusnet since 3pm on Wednesday 8th April, but I have been unable to get an engineer appointment booked through Openreach.
Every time I speak to support, I’m told the fault is “stuck” and that Openreach are not accepting the appointment. I have now spoken to around 10 different agents, and the issue still hasn’t progressed.
This is a complete loss of service, and I urgently need someone to escalate and unblock this so an Openreach engineer can be booked as soon as possible.
Any help from staff or community members to push this forward would be greatly appreciated.

Re: Loss of sevice

pvmb — Sat, 11 Apr 2026 16:22:03 GMT

@KW1212

This may not help, but... Have you tried rebooting the ONT?

There are various types and models of ONT and there seems to be disagreement over what the Alarm light actually means, but here is one: Leds; Connect Power; Laser Radiation - ADTRAN SDX 611 GPON SFU ONT Quick Start [Page 3] | ManualsLib

Re: Loss of sevice

jab1 — Sat, 11 Apr 2026 16:31:06 GMT

@KW1212 The fault needs 'unsticking'. If first-line support are unable to sort it, maybe the Help Team on here can apply a little pressure.

@Leanne_T - can you or one of your team have a look, please?

Re: Loss of sevice

Dan_the_Van — Sat, 11 Apr 2026 16:42:22 GMT

Just as a reminder the plusnet forum staff hours are 08:00 to 16:00 at weekends.

Re: Loss of sevice

jab1 — Sat, 11 Apr 2026 16:49:57 GMT

@Dan_the_Van I am aware, but they pick up mentions made after hours the next shift.

Re: Loss of sevice

KW1212 — Sat, 11 Apr 2026 16:58:49 GMT

Tried that, no joy

Re: Loss of sevice

jab1 — Sat, 11 Apr 2026 17:01:47 GMT

@KW1212 No surprise there - LOS light indicates either a loss of the light on the circuit, or an ONT fault, both of which require engineer intervention.

Re: Loss of sevice

Dan_the_Van — Sat, 11 Apr 2026 17:12:15 GMT

@jab1

You might be aware, @KW1212 may not have been.

I'll see if someone picks it up tomorrow, if not I will escalate it for Monday AM.

Re: Loss of sevice

jab1 — Sat, 11 Apr 2026 17:22:38 GMT

Sorry, @Dan_the_Van , it just wasn't clear who that was directed at, and as I was the one who mentioned the Help Team...

Re: Loss of sevice

Linzi_H — Sun, 12 Apr 2026 07:26:50 GMT

Hi @KW1212

We'll certainly do everything we can to help out.

I'll send over a Private Message so I can take a few more details.

Thanks for the heads up @jab1 @Dan_the_Van

Linzi