Why isn’t my fibre working?
A few questions, starting with the lights on your fibre box, and we’ll tell you the most likely cause — and whether it’s something you can fix or something to report.
What’s actually happening?
Before you phone anyone
Two checks save most of the wasted time. First, work out whether the problem is your equipment or the network: the ONT’s lights answer that in seconds, and a red LOS light means there is genuinely nothing you can fix from inside the house. Second, check whether it’s an area outage — if it is, no amount of rebooting or holding on a support line changes anything.
When you do report a fault, lead with what you observed rather than the symptom. “My internet is down” starts a scripted troubleshooting call; “my ONT is showing a red LOS light” usually gets escalated straight to the network operator. The lights are the most useful thing you have, which is why this tool asks about them first — the full reference is on the ONT light checker.
One honest limitation: this wizard narrows down probability, it doesn’t measure anything. If your line is up but underperforming, that’s a different investigation — start with the speed test and why is my internet slow.
Is your provider the problem?
If faults keep coming back, see which other networks reach your address and compare every ISP on real monthly price.