Red LOS Light - no connectivity after 10 days.

[wiktorjurek]

Hey Everyone,

I was wondering whether anybody here has experienced the same thing around getting their fibre activated. I placed the order on the 1st, the engineer came out on the 15th, but he said there was no light in the box - "you have to call Openreach or your ISP". 

Phoned vodafone, and they confirmed that they "currently have a problem in the network resulting in light loss along the fibre route".

Ok, fine. I asked for a resolution date, and I got the 23rd. It's now the 24th, the red LOS light is still on. Got in touch with Vodafone again, and now they're saying "An N11 engineer is required to resolve this issue" and to "review on 29-11-2023 to confirm if the issue has been resolved and to understand the next steps".

What does that mean? Is there any way to accelerate this issue? I'm a month without internet living in a property that has zero 4g/3g coverage. I need to get back online asap.

[Ripshod]

I know openreach are suffering a severe outage in London so if you are in that general area you're likely experiencing that, or the spill-over.

The openreach engineer who attended should have not left you with your service "unlit". They should at least have done some investigations at the pole/chamber to see what was happening.

You're dependent now on openreach pulling their finger out and sorting it, but experience tells us they're hardly open and definitely not reachable.

This is an openreach problem, not vodafone's. The good news is you're automatically eligible for compensation for every day you're without service - this will be applied as a credit to your account. Hardly what you want to hear, but there you have it. 

[wiktorjurek]

I'm in Glasgow. The engineer that came out was a contractor. His notes were "Fail Type: Reskill or Pass for further No Light At DP. Fail Reason 1: No Light At DP. Fail Reason2: Install Complete. There is no light or high light loss at CBT (FPD) [14]. Full fit completed from ONT to CBT. Full install complete no light at cbt checked all ports all saying LOS"

Didn't check anything after that. I wonder if there's an escalation path to openreach. I know that we can't contact them directly - voda has to do that for us, but every support agent I've talked to had been unhelpful.

Compensation is ok, but I'd rather pay extra to get this expedited; hard to function without internet nowadays, but that's just a pipe dream.

Thanks for your response.

[wiktorjurek]

There's an update, and not a great one. Got in touch with Vodafone today:

"As per Openreach note, there is a problem in the network resulting in light loss along the fibre route. An engineer is required to resolve this issue. They will share the next update on 06-12-2023 to confirm if the issue has been resolved and to understand the next steps."

That's another week. Month+ without any internet. What do they mean by 'understand next steps'?

[wiktorjurek]

Another update, and yet again, not a great one. Got in touch with vodafone today:

"There is a problem in the network resulting in light loss along the fibre route. A skilled n-11 engineer is required to resolve this issue. They will share the next update on 12-12-2023 to confirm if the issue has been resolved and to understand the next steps."

I don't know how long they're going to string me along. Super frustrating.

[Mark]

I'm sorry to hear your activation is being impacted by this @wiktorjurek. Please message us through one of our Social Channels. My team can then set a reminder on the conversation and we'll keep you updated.

[wiktorjurek]

Hey Mark. Sent via social media.

[wiktorjurek]

Update: Phoned up Vodafone. It seems like it *is* a bigger fault at play. An N11 engineer came out to the cbt today, and couldn't get it fixed. An N23 engineer has been called out to fix it, and there will be an update on the 14th. The saga continues.