Red alarm light on openreach fibre box.

[Herbert9]

Hello, we had fibre installed mid march. After a week the alarm light turned red. The Internet seems ok. We went on holiday hoping it may sort itself. It is still there many resets later. Any help/guidance on how to progress this? Thanks

[jamesn123]

Hi @Herbert9 

It is strange that you still have an internet connection while the alarm light is lit. Usually this would suggest the connection has degraded to a point that no access would be possible.

The best thing to do is to report it to Sky, this can be done over the phone or we can escalate your post on the forum to chat with a Sky rep.

[cookiemonsteruk]

@Herbert9 

Still not 100% sure what the alarm light represents

Conflicting reports saying its loss of service or battery backup unit .

Does your ont have a seperate box to the ont as part of the initial install?

[Herbert9]

Please escalate if you can. All seems fine but I'm worried there is an issue that may develop

[Herbert9]

We've got a grey openreach box outside, wire feeds through to the ONT inside the house. No phone lines so all under ground to the house.

[jamesn123]

@Herbert9 

I have escalated your post to Sky, look out for a message on the forum.

It may be that @cookiemonsteruk is right and that it is a battery backup which has died.

[cookiemonsteruk]

@Herbert9 

We need to check if you have a battery back up which serves no purpoise. Could you open up the ont case and post a photo of what you see

[Greenfingers001]

Thanks for escalating this. We’ve sent @Herbert9 an invite to chat.

[cookiemonsteruk]

@Herbert9 

Ah . Possibly failed software update

Red = New ONU software not operational due to any of the following reasons:
* Software image download failed.
* Software image flash write failed.
* Software image activation failed.
* Software image commit failed

[Forgottonspirit]

I'm having a similar issue - the wifi is showing all green - but the box on the wall has a red alarm light - and I can't get the internet to work on any devices. Any ideas what the issue is? Done a line check on the app and it says it's all good...?

[Highlinder]

@Forgottonspirit  Is the service checker still showing that everything is okay?

[Forgottonspirit]

I ran a check on the app and it shows as everything working fine but can't seem to access the Internet or connect to the hub 

[Highlinder]

@Forgottonspirit  In the checker did you then click on broadband to run a test to see if it finds any faults?

[Forgottonspirit]

Yes I ran it a few times and it said it was fine 😞 but it's not 

[Highlinder]

@Forgottonspirit I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. This will happen in the morning now.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147