topic Re: Internet dropping out from openreach box in Broadband

Internet dropping out from openreach box

Ben149 — Fri, 23 Aug 2024 08:32:35 GMT

hello there,

every 30 mins or so my sky hub max is dropping internet for around 20/30s at a time, when this happens the lights on the openreach fibre box go off and then quickly flash red before reconnecting

can anyone suggest a fix?

Re: Internet dropping out from openreach box

TimmyBGood — Fri, 23 Aug 2024 08:46:43 GMT

@Ben149

If all the LEDs on the ONT go off then that suggests either it or its power supply is faulty and needs replacing: this should be booked through Sky.

If at least one LED stays on but the connection drops then that would probably be an external issue for investigation after the Bank Holiday.

Re: Internet dropping out from openreach box

Ben149 — Fri, 23 Aug 2024 08:51:36 GMT

from what I can see the power and the lan lights stay on when it happens but the PON light goes off, how would I contact the appropriate person? it's always tricky finding the right number for this kinda thing

Re: Internet dropping out from openreach box

TimmyBGood — Fri, 23 Aug 2024 09:00:20 GMT

@Ben149

PON is 'passive optical network', meaning the external fibre connection, so it's likely to be a fault outside the property which needs intervention by Openreach (but booked through Sky)