Outage? Red light (LOS) on ONT

[wazza7]

Been without internet all day (Medway ME4). This morning I noticed Openreach engineers in the area and I asked them about a potential outage, they said that does appear to be the case, most likely due to severed cables from nearby works/digging. My fibre broadband is served via overhead cable, as is my neighbour who is also without internet. However, my other neighbour is connected to a cabinet and their connection is fine. Both the Sky service status and service checker report no problems other than it's not detecting my connection, but nothing in regards to an outage in my area. Therefore I'm making this post to spread awareness. Please update your fault logs asap and keep me informed. Thank you.

[JimM1]

@wazza7 Different way's and different cables spine / branches so you may just not be on the same!

Can't connect to broadband and have a red light on your ONT

[Daniel0210]

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@wazza7 
Please update your fault logs asap and keep me informed. Thank you.

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@wazza7 

You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers. Sky won't keep you informed, the onus is on the customer to initiate contact with Sky. 

[wazza7]

@JimM1 Thanks for that.

@Daniel0210 Yes I'm aware that this forum mostly consists of ordinary users/customers and is not a direct form of communication with Sky. Although I've seen instances where posts get escalated and updates be provided. I chose to post here not only for the benefit of others, but in hopes that maybe a super user could notify the correct team before I contact Sky directly.

[Chrisee]

@wazza7 the service checker in the My Sky app should either indicate if Sky arexaware of the outsge or offer to book an engineer. It takes up to an hour to pick up a dropped connection but after that is normally far easier than calling.

The reason why your neighbour with FTTC is still connected is thst connection presumably goes via the street cabinet serving yourcarea which has a different fibre connection to the exchange than the local distribution point feeding FTTP connections in your road. Street cabinets become redundant with FTTP.

[wazza7]

@Chrisee Thanks for your reply. I don't have the MySky app, I'm just using the tools available on the website.

Why does it take so long for the service status and service checker to update? I'm not expecting real-time updates but it's been over 48 hours, and given the fact that I have already spoken with openreach engineers on Tuesday who seemed to acknowledge a fault/outage, and then to Sky directly yesterday, you'd think that the website tools would at least provide an update instead of showing no known issues/no outage...

[jamesn123]

@wazza7 

With an issue like this the Sky app sometimes doesnt ever acknowledge it