Openreach Modem power cycled multiple times, no PON, LOS is Red. Help!

[sdoliver]

Hi there, 

Please can someone help. My family and I have come home from a holiday today and I noticed that the mains for our EE router and openreach modem had been switched off. Now I can't any internet connection at all.

The router is stuck on flashing orange

Lights on the openreach look like this and I have no internet connection on the router

Power = Green

LOS = Red

PON = Empty

LAN = Green

[Mustrum]

@sdoliver   there is no account access on here and it is not customer support, so you will need to follow the steps below from the Help pages:

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

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

Charges may apply at your standard rate.

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

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[Schockwave]

@sdoliver , have you tried switching/unplugging the router for a few minutes and then plugging it on again to see if that makes a difference? 

[sdoliver · Accepted solution]

Hey Schockwave, turns out the fibre was snapped by a previous engineers installation outside. They had dropped the pavement lid onto the cable! Thanks anyway both