topic Re: Intermittent red PON in Broadband

Intermittent red PON

Matthew21884 — Sun, 21 Jun 2026 10:26:19 GMT

So for the last few weeks near enough every morning my PON light will go red, sometimes for a minute or two, sometimes for a couple of hours. I rang sky and they sent an engineer, however even though he was here for around 45mins the error didnt happen while he was here and he couldn't find anything wrong so he left. Its still happening, sky checks say everything is connected and fine. Has anybody had something similar that was resolved? I'm unsure of the point of another engineer coming if they will say the same thing as the last one. I can't imagine its a wire break as its only in the mornings and only for a small amount of time. I'm thinking overheating in exchange? Or something else?

Re: Intermittent red PON

Chrisee — Sun, 21 Jun 2026 11:48:56 GMT

@Matthew21884 There are a number of issues that can cause the optical signal to be cut off. It is worth reporting the fault again. I had an issue with my own fibre service at yhe end of last year. Openreach attended twice znd metioned other connections in my road were playing up which is logical as we connected to a single distribution point. In the end they replaced my ONT. The engineer was clear that is worthwhile reporting faults as it helps isolate the fault.

Re: Intermittent red PON

Matthew21884 — Tue, 23 Jun 2026 15:24:49 GMT

As an addendum to this, I called them back today as it disconnected 7 times today between 8am and 1.30pm, the advisor thinks its because of my broadband boost which could be interfering with the ONT box and has taken my boost off.

I cant see how boost would disconnect my ONT and I dont think boost checks multiple times a day but they have told me to wait 5 days and see what happens

Re: Intermittent red PON

Chrisee — Tue, 23 Jun 2026 15:32:21 GMT

@Matthew21884 sounds like the agent used the random excuse generator. Cannot see how a WiFi source could ever affect the receipt of an optical signal which is what the red light indicates.

Re: Intermittent red PON

Matthew21884 — Tue, 23 Jun 2026 15:58:19 GMT

I just called them back to say as much and think I've been fobbed off again 🤣

This guy said it is because my router is old (its a 2025 model) and he will try to send me a new one but its not giving him the option at the moment. He said it will get me faster speeds. I then tried to explain that I get 700mb download, I have no issues with speed, the Internet disconnects before it reaches the broadband but he kept trying to persist in giving me a new router. He eventually said he will get an engineer to me but apparently it wouldn't let him book one although he promises he will get me one this week, hes going to call me back tomorrow.

I'm sure that's going to happen lol

Also the first person said they will credit me £20 and remove the boost but it will take 5 days to show on the account, also both said I would get a survery sent but no survey came.

I dont hold much hope for an engineer, yet when I called about the issue last month the guy was really helpful and booked one straight away with a date and time

Re: Intermittent red PON

Matthew21884 — Thu, 25 Jun 2026 18:36:42 GMT

Well low and behold

Nothing was booked, did a live chat, person said my router is causing the issues and wouldn't listen when I said the fault is the optical cable to the ONT and decided I needed a new router.

PON light went red at 1pm, router turned up at 3pm, plugged it in and surprise surprise didnt fix the issue. Called them up, guy said he would book an engineer and I would get a text.

3 hours later nothing had come through so I went on live chat again to be told no engineer had been booked and that they would book one for me.

So, I was told my boost was causing my ont to fail

My router was causing my ont to fail

I would be credited £20

5 out of the 6 people i spoke to told me they would book an engineer. Only now has a booking appeared on my app

PON is still red (since 1pm)

3 kids all supposed to be doing online work due to the heat, the advisors are a joke, all bar one lied to me.

Think its the cancellation team next if its not sorted soon, shame as I've been a customer for 14 or 15 years but the customer service recently has been shocking

Re: Intermittent red PON

Chrisee — Fri, 26 Jun 2026 05:21:04 GMT

@Matthew21884 dont blame you as you clearly got the b team. Personally I use the online servicecchecker which while it takescan hour to pick up an issue will walk you through simple tests and tgen can book directly into Openreach's engineering diary.

Re: Intermittent red PON

Matthew21884 — Fri, 26 Jun 2026 08:37:53 GMT

I didnt know it was possible to book through the checker? Ill have a look at that later thank you. Often it doesn't pick up any issues but I'll give it a go and see what happens.