Los red light

[Emilywinky]

LOS Red Light, I can’t use internet.

[Chris__S]

Hi @Emilywinky Thanks for getting in touch with us here in the BT Community.

I'm sorry to hear that your router is displaying a red light.

What kind of router are you using at the moment please?

Chris S

[iniltous]

It’s the ONT if it’s the LOS (loss of signal) light that is lit

[Emilywinky]

 

[Emilywinky]

Hub is orange light

[iniltous]

TBH , the LOS light being lit means the router lights are irrelevant, they must be in a fault status because the underlying network is in a fault condition….as you are posting on  BT Consumer forum , presumably BT are your provider, so report your service out of order ….it may be something individual to you , or you may be part of a larger fault affecting many others , but first step is to let your provider know about it 

[Chris__S · Accepted solution]

Thanks for letting us know @Emilywinky 

If you have a ref light on your ONT you'd need to give us a call and speak to a guide.

Just visit our Contact Us page for details of how to get in touch.

Chris S

[36ULW]

A Red Loss of Service Light indicates you have a total loss of Light from the Head End Port and or High Light Loss of -40dBm or more. The Loss Range for the ONT needs to be no greater than -26dBm but will work at around -30dBm.

Openreach use a GPON Technology that utilises a 32 Way SASA. So Basically one Fibre from the Head End Provides Service to upwards of 32 Subs. 

Do you know if any of your immediate neighbours are also off as chances are they’re be on the same CBT as you, which would ultimately mean they’re on the same SASA as CBT Ports are supposed to all be on the same SASA.

If out of the other potential 32 Subs you’re the only one out of Service the fault could potentially lie anywhere from the Splitter all the way up to your ONT.

[Emilywinky]

Hub is orange light

 

[chrisjp]

As explained, the colour lit on your Hub is irrelevant if you have a red LoS light on your ONT.
When speaking with BT to report the fault, don't talk about the Hub light - that'll have BT on a wild goose chase resetting your hub and then mailing out a new one to you - neither of which will have any effect on the fault.
Just concentrate on telling BT that you have the red LoS light on your ONT. They will then, hopefully, get Openreach to investigate.