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EE Tech Expert

Lee3131
Investigator
Investigator

‎23-12-2025 07:11 PM

Hi

My full fiber 300 essentials internet has just suddenly stopped working the ONT box has a red light and ee broadband hub flashing orange, as a result my tv package dosent work as we don't have it connected to an aerial, I have reported this to EE through 150, and have arranged a visit tomorrow 24 December from an home tech expert, I'm concerned that I won't be back up and running In time for christmas day, unless someone can let me know what these tech experts can do or capable of and if there's a fault in the ONT box I thought that only openreach can fix this.

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5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎23-12-2025 07:32 PM

I guess it is the PON light that's red. Then BB is down & only OR can fix it.

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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Lee3131
Investigator
Investigator
In response to XRaySpeX

‎23-12-2025 07:39 PM

Yes I believe it's the PON light this is why I can't understand why they haven't just sent openreach to correct the fault, however they did test the line at the call center and everything looked to be working correctly from there end, either way I'm not holding my breath for a fix tomorrow.

 

 

 

JimM11
Community Hero
Community Hero
In response to Lee3131

‎23-12-2025 09:43 PM

@Lee3131 Can be the EE way off doing it, if they have there own people available to come look see and confirm yes you have a red PON or a LOS signal with the ONT, then they will confirm it all and get OR out, just a way that EE do it but does add day's onto the fault condition!

You can try power off 5 mins to the ONT and when restarted see how it goes!

Lee3131
Investigator
Investigator
In response to JimM11

‎23-12-2025 09:54 PM

Hi Jim,

The EE call handler had me do this reset twice over whilst on the phone with him he also sent me a link so he could watch me doing it through my camera on my mobile unfortunately didn't work, thx for your advice though and I suspect that you are correct in it maybe adding more time to the repair, it's more frustrating with it being christmas though, oh well better dust some dvds off for the Christmas period.

 

Lee

JimM11
Community Hero
Community Hero
In response to Lee3131

‎23-12-2025 10:07 PM

@Lee3131 Pon is generally down to the exchange side, or a poor splice now at the CSP for you and you have some light on the Fibre but not good enough for the crisp connection needed! The ONT off was more a let's see but don't think i have had anyone get a full recovery without OR stepping up!

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