topic Re: Regarding no internet connection in Broadband & Landline

Regarding no internet connection

Devildoll90 — Wed, 10 Sep 2025 16:58:38 GMT

My upstairs neighbor just had broadband installed and now mine isn't working. Says no internet connection.

Ive rebooted and spoken to ee. They are sending out an engineer. I don't have to pay do I? I mean it was working fine until then. The hub is working but the inside white box is not

Re: Regarding no internet connection

JimM11 — Wed, 10 Sep 2025 18:36:11 GMT

@Devildoll90 What is not working on your inside white box?

Re: Regarding no internet connection

Devildoll90 — Wed, 10 Sep 2025 19:03:10 GMT

The whole thing. No lights at all. Turned on and off but nothing

Re: Regarding no internet connection

JimM11 — Wed, 10 Sep 2025 19:17:18 GMT

@Devildoll90 If you know that the power socket is good, then either the PSU for the ONT has gone bad, or the ONT has failed!

Re: Regarding no internet connection

XRaySpeX — Wed, 10 Sep 2025 19:25:18 GMT

You don't pay for the eng. visit.

Your upstairs neighbour couldn't have taken over your line? Do you both share the same postal addy? Does he have a similar white box on the wall?

Re: Regarding no internet connection

Devildoll90 — Wed, 10 Sep 2025 19:29:30 GMT

It's a different box but it's on or very close to the outside wall on our flat. The problem only started when this was done. The guy I spoke to thinks he is stealing my internet with the timing

Re: Regarding no internet connection

JimM11 — Wed, 10 Sep 2025 19:35:59 GMT

@Devildoll90 The ONT white Fibre modem that OR install, has Power light Green, Pon light Green, and Lan flashes with data, LOS is always out unless a fault condition occurs on the fibre. You said that you have NO lights on it, so it has NO power to it.

It has a little white PSU that supplies a 12V D.C. to the ONT, unplug the PSU, put something in the power socket that you know works, ie a lamp, a phone charger etc and check that the socket is working!

Re: Regarding no internet connection

Devildoll90 — Wed, 10 Sep 2025 19:39:21 GMT

The socket is definitely working as it's 🔌plugged into an extension that also has the tv plug which is working properly

Re: Regarding no internet connection

JimM11 — Wed, 10 Sep 2025 19:54:26 GMT

@Devildoll90 You can have a bad socket in an extension cable, if the extension has a spare then move the ONT PSU to another point on it!

Re: Regarding no internet connection

XRaySpeX — Wed, 10 Sep 2025 20:02:09 GMT

The ONT's PSU is faulty!