BT fibre hub showing as powered up but PON light is off and LOS light is red. Who do I contact?

[maddad514]

Internet connection dropped so I ran through the Sky helth check. The BT fibre hub ONT is showing as powered up but the LOS light is on indicating a fibre connection issue. I have reconnected all points and powered back up a few times but still no internet. Sky help is of no use as it assumes the BT hub is working so says my connection is fine. Who do I need to contact to resolve this. I pay Sky for broadband so I expect them to resolve this problem!

[TimmyBGood · Accepted solution]

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@maddad514 wrote:

Internet connection dropped so I ran through the Sky helth check. The BT fibre hub ONT is showing as powered up but the LOS light is on indicating a fibre connection issue.

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'Openreach ONT', not 'BT fibre hub': if you mention a 'BT hub' to a Sky support person you're going to really confuse them.

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@maddad514 wrote:

 Who do I need to contact to resolve this. I pay Sky for broadband so I expect them to resolve this problem!

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You report the fault to Sky, and Sky book Openreach to investigate.  LOS (loss of signal) is almost always an external fault requiring Openreach intervention.

[maddad514]

Thanks @TimmyBGood the engineer is booked for external check within 24 hours. It took me ages to find a number to call Sky on as all the help pages take you through the health check which is no good in this situation.

[Nimesh15]

@maddad514 @TimmyBGood I have the same issue with needing to call an engineer to fix the LOS red light and PON light issue. Please could you provide the contact number for Sky that you called to sort this out as I'm having trouble finding a number. Thanks.

[maddad514]

@Nimesh15 Sorry but this happened 15 months ago and I do not remember the number. I think I called the tech helpline and they gave me the correct number to call.

[Chrisee]

@maddad514 you can report faults on any Sky line there are no specific numbers but the best place find a number is starting here https://www.sky.com/help/servicestatus/broadband-and-talk and following the links.