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Message 1 of 4

Broadband connection

I recently received my full fibre broadband router and was supposed to have an engineer come round today to install this. The engineer did not turn up so I have tried speaking to some of the other people in my block of flats. Most people have expressed that they were able to just plug their router in and it was working however I have not had the same luck! On the open reach box the ‘power’ and ‘LAN’ lights are green however the ‘LOS’ light is red and there is no light on above ‘PON’. The router is displaying an orange light which I have read indicates that the hub is working but not connected to the internet. Is this an issue with the internet or do I need an Openreach engineer to come and activists my Openreach box?

Thanks in advance. 

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Message 2 of 4

Re: Broadband connection

Sounds like an Openreach engineer is needed as the red LOS light means Loss of Signal indicating there's a break or issue with the fibre somewhere.

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Message 3 of 4

Re: Broadband connection

Try phoning the FTTP TEAM 08005874787 and have ONT serial. Number handy



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Re: Broadband connection

Hi @KeziaWard and welcome to our community.

Thanks for posing about the connection problem. Both @imjolly and @jac_95 are correct. Your best be would be to contact the FTTP team who will look into this for you.

Cheers

David

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