Red LOS, no IPV4. 7 days and 1 complaint later still in the same boat

[K1996s]

Losing my mind with the state of the outsourced customer "service" provided by Vodafone.

I have had no internet at all for a week now, red LOS light and no IPV4 when logging into the router which suggests a fault I cannot resolve on my end. Seems to be extremely clear something has to be done by either Vodafone or Openreach.

The "support" I have received has been beyond pathetic from Vodafone. Customer service do nothing more than take 10 minutes to access my account before asking me to turn the router off and on a few times and make sure cables are plugged in (highly irrelevant when I have confirmed beforehand my local network has no issues). The mythological "tech 2 team" havent said a word to me since my issue was "flagged" with them a week ago and after putting in a complaint the resolution they sent to close the complaint was "someone is looking into it wait another 72 hours".

Made clear to everyone I've spoken to the huge list of troubleshooting ive gone through to prove its an issue on their end and they're not having it, just ignoring me and saying wait. I sent over a complaint explaining ive not been able to work for a week as I work remotely and I am in France next week so need this sorting asap before the loss of money from commuting by train really starts to hurt and the reply was once again "wait 72 hours someone is looking into it, if openreach need to come to your property you'll get an hours notice". By far the worst experience I've had with a business, truly pathetic. 7 days in I have no idea what anyone has been doing to resolve my issue outside of "looking into it". I am in the exact same spot today as I was a week ago and I have been chasing updates frequently. 

I am away for 2 weeks on Monday which I assume will mean the entire thing will be put on hold and I will have to dance this whole dance again once I get back to fight for someone to actually do something proactive and get my connection restored.

I am at my wits end, are there any further steps I can take here or am I at the mercy of the customer service team and their "just wait, we might do something eventually" attitude?

[Jayach]

If the ONT has LOS (loss of signal) it's an Openreach problem, pure and simple.

That is where the call should be, and Vodafone have to pass it on. Are you sure they are aware of that, as the things you say they are asking you to do make no sense.

[Ripshod]

As @Jayach suggested the LOS light indicates a Loss Of Service. This means a break in the fibre - pure and simple.

Go outside to your CSP and check for damage to either of the fibres - we're seeing a spate of these locally, either jealous neighbours, kids or 5G conspiricists (it's still a thing) doing deliberate damage to the fibre, sometimes followed by verbal or physical abuse of the engineers tasked to fix it. If there is damage take photos and present them to Vodafone.

At the end of the day it is an openreach fault, but it can only be raised by the isp unless anything is in a life-threatening condition. 

[Berycz68]

Hi mate, I'm having exactly the same ##~##. Been off for 5 days, escalated to tech team 2 then tech team 3. I said how may is there  a100. Had 2 day's off work to sort, still not sorted. Could be another 48 hours. Spent 5 hours on the phone 3 live video feeds,  18 pictures,  sent by email. Still not shirts, crap communication, 10 mins security checks every time,  to get the same answer. Told them, if it's not fixed tomorrow I want them to cancel my contract, they said they will compensate me. I said I don't want compensating, I want my broadband back on. 0 out of 10 for help and resolution. Shocking, going too bt again as never had any hastle like this.

Also this is the 3rd time is happened.