topic Re: Fibre internet and phone stopped working in Broadband & Landline

Fibre internet and phone stopped working

idj20 — Fri, 25 Jul 2025 16:46:17 GMT

Hi, my fibre internet and phone have stopped working an hour ago. Only had the service from new for a month! Location is Folkestone Harbour.

I get orange flashing light on hub and three green lights out of four on wall connector but middle one is flashing.

Re: Fibre internet and phone stopped working

Mustrum — Fri, 25 Jul 2025 16:54:28 GMT

@idj20 have you tried a switch off then on again?

Or you could contact customer support by following the steps in the help pages.

Contact us about your broadband and landline

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If you need help with your landline, text PHONE to 66033

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We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

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Re: Fibre internet and phone stopped working

idj20 — Fri, 25 Jul 2025 17:04:28 GMT

Have done the on/off thing on both hub and wall connector, still no change. Will try the text for help thing.

Re: Fibre internet and phone stopped working

idj20 — Fri, 25 Jul 2025 17:22:25 GMT

Apparently there is a fault and will be sending an engineer out to investigate.

That was quick, but disappointed that its already glitching in just a month from newly installed. I thought it was bad enough with my old copper cable broadband with Talk Talk. 😅

Good job I have a reliable 4G mobile internet account with Vodafone as back up and enabled me to log in here.

Re: Fibre internet and phone stopped working

Peter_W — Fri, 25 Jul 2025 17:38:07 GMT

Thanks for the update on this one @idj20.

Please keep us posted on how things go 😊

Peter

Re: Fibre internet and phone stopped working

idj20 — Sat, 26 Jul 2025 08:53:16 GMT

All mended. Engineer said the cable management was good but the optic fibre inside the junction box wasn't properly sealed so it was leaking light. Shouldn't be no more issues.

Now I see why those grey junction box are always located at the bottom of houses, makes it easy to access without ladders. 😅

Thanks for the prompt service, hopefully it'll be a long while before you hear from me again.

Re: Fibre internet and phone stopped working

Peter_W — Sat, 26 Jul 2025 08:48:56 GMT

I'm really glad to hear that's sorted for you @idj20 😊

Have a great rest of your weekend, too!

Peter