Broadband not working

[Norffas]

Overnight my broadband has gone down. The Internet & voice lights on the router has gone off and the “LOS” light on the BT open reach box is steady red.

I have called Sky and an engineer is coming out on Tuesday. I work from home now and will be unable to work tomorrow if this issue isn't sorted.

I have tried to turn the power off and also reset the router but this has not made any difference.

Please can anyone help me?

[Daniel0210]

@Norffas 

You are quite lucky to have been able to arrange an engineer visit for Tuesday. Openreach aim to fix faults within 3-5 days of being notified. Unfortunately working from home has no bearing on the timescales. Presumably Sky did some troubleshooting with you before deciding it required a visit?

[Norffas]

Hi Daniel Thanks for your reply. No Sky were not very helpful unfortunately. Just told me to switch off and on (which of course I’d already tried!)

the LOS light on the openreach box is red which I've not seen before so wonder if it's an external issue.   I will have to tether my work laptop to my phone until it's sorted 😞

I've never has this issue before.   It's such a nuisance. 

Thank you @Daniel0210 

[Norffas]

@Daniel0210  Just to mention, I arranged the engineering appointment myself (sky didn't) 

[Daniel0210]

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@Norffas wrote:

@Daniel0210  Just to mention, I arranged the engineering appointment myself (sky didn't) 

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Who did you arrange it through @Norffas 

[Norffas]

I just did it via the sky app on my phone @Daniel0210 

[Daniel0210]

Okay @Norffas 

In case you're not aware, see this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full working days from when you first report the fault to Sky, you will become eligible for it (once it’s fixed). So day 1 will be tomorrow (Monday). 

[Norffas]

Thanks for that info @Daniel0210 

I also spoke to Sky on Twitter & they seem

to think it's something the engineer would need to take a look at with the Red LOS light appearing on the openreach socket.  

I wondered if it was perhaps the rain/weather last night although highly unlikely as it's never happened before, even through the awful storms we had a few months back.  

[TimmyBGood]

@Norffas 

LOS is 'loss of signal', as in no usable light is being detected coming down the fibre optic cable to the ONT.  Apart from reseating the green jack plug and power cycling the ONT there's no action a subscriber can take to investigate or remedy this: to be fair, that's also the case with most copper line faults too.

[Norffas]

Thank you @TimmyBGood 

I figured it wouldn't be something resolved by simply resetting the modem etc.  

i guess I'll have to wait for the engineer visit on Tuesday and hope it's quickly sorted.  

God only knows how much extra data I'm going to have to pay for to WFH until then! 😣

[amb15]

I know it's quite late, but I'm having the same issue and would like to know if it was due to the line or your personal router?