No Fibre No Digital Voice

[L1NHH]

This problem started yesterday 26th June 2024 .

We have tried reporting this as broadband and landline fault from my husbands mobile and received a message saying that is would be fixed by 21.40pm on the 26th. Still not working. The openreach box LOS is red and the only way we can get internet is through the EE hybrid connect which is painfully slow as this is a bad reception area with only one bar showing. When checking the fault finder and troubleshooter is says there is no problem, but there clearly is.

Everything seems to be sending us round in circles.

Gone though restating resetting etc but nothing works.

Help please

[iniltous]

The LOS ( loss of signal ) light signifies that there is a problem , one that could be individual to you , so just you affected,  or it could be everyone on your particular’PON’ is affected …
It’s not that strange for an auto test to say no issue ( when there clearly is ) what’s odd is giving a fix date that is the same as the day of the report .
All you can do is re report the problem, previously with faults it was common to get a text stating it’s fixed but if it isn’t text back , presumably you didn’t receive anything like that .
It does seem actually speaking to a person is difficult, with bots, AI , answering, testing and fobbing people off , but you may need to persevere until you get a human .

[L1NHH]

Thank You for your reply.

We did as you suggested and perservered until we were able to speak with a human. She was very helpful and did some checking and found out that there was a major outage in our postcode and also another area in the city. She said that service should resume by 7pm and true to her word at 6.45pm the internet was repaired.