topic Re: Red alarm light on openreach fibre box. in Broadband

Red alarm light on openreach fibre box.

Herbert9 — Tue, 23 Apr 2024 10:17:43 GMT

Hello, we had fibre installed mid march. After a week the alarm light turned red. The Internet seems ok. We went on holiday hoping it may sort itself. It is still there many resets later. Any help/guidance on how to progress this? Thanks

Re: Red alarm light on openreach fibre box.

jamesn123 — Tue, 23 Apr 2024 10:44:30 GMT

Hi @Herbert9

It is strange that you still have an internet connection while the alarm light is lit. Usually this would suggest the connection has degraded to a point that no access would be possible.

The best thing to do is to report it to Sky, this can be done over the phone or we can escalate your post on the forum to chat with a Sky rep.

Re: Red alarm light on openreach fibre box.

cookiemonsteruk — Tue, 23 Apr 2024 10:48:42 GMT

@Herbert9

Still not 100% sure what the alarm light represents

Conflicting reports saying its loss of service or battery backup unit .

Does your ont have a seperate box to the ont as part of the initial install?

Re: Red alarm light on openreach fibre box.

Herbert9 — Tue, 23 Apr 2024 10:59:25 GMT

Please escalate if you can. All seems fine but I'm worried there is an issue that may develop

Re: Red alarm light on openreach fibre box.

Herbert9 — Tue, 23 Apr 2024 11:01:55 GMT

We've got a grey openreach box outside, wire feeds through to the ONT inside the house. No phone lines so all under ground to the house.

Re: Red alarm light on openreach fibre box.

jamesn123 — Tue, 23 Apr 2024 11:04:34 GMT

@Herbert9

I have escalated your post to Sky, look out for a message on the forum.

It may be that @cookiemonsteruk is right and that it is a battery backup which has died.

Re: Red alarm light on openreach fibre box.

cookiemonsteruk — Tue, 23 Apr 2024 11:07:55 GMT

@Herbert9

We need to check if you have a battery back up which serves no purpoise. Could you open up the ont case and post a photo of what you see

Re: Red alarm light on openreach fibre box.

Greenfingers001 — Tue, 23 Apr 2024 11:10:14 GMT

Thanks for escalating this. We’ve sent @Herbert9 an invite to chat.

Re: Red alarm light on openreach fibre box.

cookiemonsteruk — Tue, 23 Apr 2024 11:22:06 GMT

@Herbert9

Ah . Possibly failed software update

Red = New ONU software not operational due to any of the following reasons:
* Software image download failed.
* Software image flash write failed.
* Software image activation failed.
* Software image commit failed

Re: Red alarm light on openreach fibre box.

Forgottonspirit — Fri, 26 Jul 2024 17:43:19 GMT

I'm having a similar issue - the wifi is showing all green - but the box on the wall has a red alarm light - and I can't get the internet to work on any devices. Any ideas what the issue is? Done a line check on the app and it says it's all good...?

Re: Red alarm light on openreach fibre box.

Highlinder — Fri, 26 Jul 2024 18:46:00 GMT

@Forgottonspirit Is the service checker still showing that everything is okay?

Re: Red alarm light on openreach fibre box.

Forgottonspirit — Fri, 26 Jul 2024 18:49:07 GMT

I ran a check on the app and it shows as everything working fine but can't seem to access the Internet or connect to the hub

Re: Red alarm light on openreach fibre box.

Highlinder — Fri, 26 Jul 2024 18:50:49 GMT

@Forgottonspirit In the checker did you then click on broadband to run a test to see if it finds any faults?

Re: Red alarm light on openreach fibre box.

Forgottonspirit — Fri, 26 Jul 2024 18:54:52 GMT

Yes I ran it a few times and it said it was fine 😞 but it's not

Re: Red alarm light on openreach fibre box.

Highlinder — Fri, 26 Jul 2024 19:18:15 GMT

@Forgottonspirit I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. This will happen in the morning now.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Red alarm light on openreach fibre box.

Forgottonspirit — Fri, 26 Jul 2024 19:33:02 GMT

Thank you for all your help with this.

Re: Red alarm light on openreach fibre box.

Addie15 — Sat, 27 Jul 2024 09:57:20 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Forgottonspirit.

Re: Red alarm light on openreach fibre box.

Lisa-P1987 — Mon, 29 Jul 2024 10:48:59 GMT

Thanks for chatting to us @Forgottonspirit . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks