LOS red LED and no connection hours after install.

MisterLeee — Mon, 09 Mar 2026 23:32:09 GMT

Hi All

had 1.6gb fttp broadband installed today.
A new overhead fibre line was installed, initially the OTP was a smaller model and that was changed when the engineer called back with the PM5313 model.
a different engineer had to visit to connect up in the street under the pole.

I did have connection for a few hours on and off (I also have the hybrid connect 4g backup, but the signal is poor on it and it came without antennas).
now the LOS light is red constantly, router “manage your hub page” says the BB connection status is “connected”.
I can get internet access, but only at around 20-30mb.
I’ve powered everything off for a while, checked connections, and switched back on - no change.

on the app, I can’t really do anything as it says my order is still pending as if someone hasn’t completed a step, which is frustrating as I can’t do/check simple things.
not sure if the swapping out of the OTP after the fitters made a call and gave serial numbers would impact this… I do ask the ground fibre guy and he said no.

im in WA8 if that makes any difference.

I usually wfh, but have to go into the office for the next 3 days so it’s difficult to engage with customer services due to poor phone signal in the office, and I can’t be home for any internal works. does anyone have any advice?
thanks

Re: LOS red LED and no connection hours after install.

JimM11 — Tue, 10 Mar 2026 08:41:51 GMT

@MisterLeee You are getting what the 4G transfer over is, and what to expect is that!

See Connection speed with Connectivity Backup bottom off the first link.

https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up
https://ee.co.uk/help/broadband/fix-problem/fix-smart-hybrid-connect-broadband-problems

Zyxel ONT Model Information.

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LOS red LED and no connection hours after install.

Re: LOS red LED and no connection hours after install.