Sky Broadband - Openreach ONT going LOS / PON dropping out regularly - CS not been much help so far.

[Bdavbdavbdav]

Sky Full Fibre (FTTP). My Openreach ONT keeps losing signal — LOS light goes red / PON drops — and the connection flaps multiple times a day. It's intermittent, which seems to be why it's not getting fixed. Its been rock solid up until now.

I've got timestamped proof: a camera logging the ONT's LEDs dropping, plus a ping test showing it drop for periods coinciding.

It was originally raised as a suspected EXTERNAL fault (exchange-to-premises, engineer investigation showing on the tracker). Since then: an automated SMS said "no network fault," an agent said it's still open, the engineer task has vanished from the tracker, and on the phone I keep getting "no issue" and being asked to read router lights.

The issue is obvious — a remote line test passes because it runs while the line's briefly up: a classic intermittent / Right-When-Tested fault a basic test can't catch. 

Can a Sky rep please:
1. Keep this under ONE fault reference (don't close/reopen each time).
2. Get Openreach to pull the GPON LOS alarm history + Rx optical levels for my ONT serial — that data logs every drop and shows if the light level is marginal.
3. Raise an SFI so an engineer attends with test kit instead of relying on the remote poll.

I'm pulling my hair out having reset the sky router for the 5th time, and talking about colors of ethernet cables. I asked the rep this evening what the process for making a complaint is with Sky and he suggested I googled it...

Happy to share video/logs and account details by PM. Any help much appreciated.

[Me134]

---

@Bdavbdavbdav wrote:

Sky Full Fibre (FTTP). My Openreach ONT keeps losing signal — LOS light goes red / PON drops — and the connection flaps multiple times a day. It's intermittent, which seems to be why it's not getting fixed. Its been rock solid up until now.

I've got timestamped proof: a camera logging the ONT's LEDs dropping, plus a ping test showing it drop for periods coinciding.

It was originally raised as a suspected EXTERNAL fault (exchange-to-premises, engineer investigation showing on the tracker). Since then: an automated SMS said "no network fault," an agent said it's still open, the engineer task has vanished from the tracker, and on the phone I keep getting "no issue" and being asked to read router lights.

The issue is obvious — a remote line test passes because it runs while the line's briefly up: a classic intermittent / Right-When-Tested fault a basic test can't catch. 

Can a Sky rep please:
1. Keep this under ONE fault reference (don't close/reopen each time).
2. Get Openreach to pull the GPON LOS alarm history + Rx optical levels for my ONT serial — that data logs every drop and shows if the light level is marginal.
3. Raise an SFI so an engineer attends with test kit instead of relying on the remote poll.

I'm pulling my hair out having reset the sky router for the 5th time, and talking about colors of ethernet cables. I asked the rep this evening what the process for making a complaint is with Sky and he suggested I googled it...

Happy to share video/logs and account details by PM. Any help much appreciated.

---

We're only customers here but try the mail option here (it's actually an online form).

https://www.sky.com/help/articles/how-to-make-a-complaint

[Bdavbdavbdav]

Thanks, will give that a go! My understanding is that Sky read these forums also? Struggling as L1 don't seem to be able to investigate long term intermittent problems.

[Bdavbdavbdav]

Still not had any luck here getting this looked at. Have a camera pointing at the ONT, and after a day of it being perfectly stable, its up and down every 5 minutes this afternoon.