Sky Max Hub has gone red

[iamash9]

I've had my Sky Max Hub for 10 months and there's been no issues, but today after coming back from university, the Sky Hub has suddenly got a red light and my wifi isn't working at all. The 'PON' on my Openreach box isn't flashing with any light, although there's no light on the 'LOS' either. 

I've tried all the troubleshooting steps on the MySky app and nothing seems to be working. There haven't been any network outages or issues in my area apparently (although my EE 4G signal has been very choppy since I've come back home today). I've tried calling Sky for support but was put on hold for 2 hours before the lines closed at 9pm. 

Anyone have any ideas on what the problem might be? Is it an issue with the fibre connection, and if so, how would I go about getting that resolved?

Appreciate any help!  

[JimM1]

@iamash9 The ONT Modem Power and Pon need to be both SOLID Green light, lan can flicker on it as data is sent back forth to the Hub, if you do not have that condition then your Internet will be down!

[iamash9]

The PON is not solid green, there's no colour on it at all. What needs to be done in this case to get the internet back up and running?

[JimM1]

@iamash9 The only thing you can try is switch the ONT off for a couple minutes, back on again after that and watch that Pon light as it power sequences up!

[iamash9]

Been doing that for the past 3 hours to no avail. Do you think this is an issue with the Sky connection or is it something external, like a broken wire or something? 

[JimM1]

@iamash9 You can also run the service checker link over mobile data if you have a signal, see if it does indicate an area wide fault.

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker

don't be using the app better to run the link direct if you can!

[JimM1]

@iamash9 Give us a hint, you do not say if you have ever seen the Pon light anything else but not lit!

AdtranNokia

[peter-marlow+1966]

I would  call sky about this issue and  get them to run a service check if there is an issue  they will arrange for an engineer to  come out