No internet (fiber + home) [Amsterdam] - red light

Same issue as above but in Utrecht. Issue continues since 14th Jan 2025.

Call the customer care. They can open a ticket for you.

Hi, I’m experiencing the same issue mentioned above with my Huawei converter—the LOS light is blinking red. I’ve tried rebooting several times, but nothing seems to work. I’ve had no internet or TV since Tuesday. Could you please help?

Hi ​@Laurynas, I have done some measurements for you right away! I am not getting a full connection with your modem. I would like to look further for a solution! For this I need some information:

-Is the WAN light on the modem lit? (this is the light next to the power light)

-Is the LOS light on the fiber optic box flashing? If so, is it flashing quickly (4 x p/sec) or is it flashing slowly (1 x p/sec)?

-How is the PON light lit? Is it flashing quickly or slowly?

Thank you in advance! Greetings, Ishana

Yes it’s on and green.  Los light on converter 1 time per second. Pon light does not flash at all, it’s off  

Hi ​@Laurynas, thank you for all the information! I immediately went ahead and sent a technician for you so that the connection can be checked. You will soon receive an e-mail from Guidion to make an appointment for this! 

its happening again :(

Hi ​@silver9, I am here for you! I want to check your connection ASAP. Could you first please complete your Community profile, as we are now missing the last 4 digits of your IBAN? Thanks in advance!

​@Cheyenne van Odido  - added the iban

Thanks ​@silver9! Just to check, what is de PON light and LOS light doing at the moment? Then I will get to work as fix this for you!

PON: no light

LOS: blinking red

​@Cheyenne van Odido 

anyone?? ​@Nora van Odido / ​@Cheyenne van Odido 

Hi ​@silver9, please know that this is not our main platform and it can sometimes take a while for us to respond. If you are in a hurry, which in this case I totally understand, please contact us via 0800-0092. No worries, I directly made sure a technician will be send to your home to fix this and get you back online. Guidion will send you an e-mail in which you can make an appointment. Good luck! Do you have a Odido or Ben mobile subscription in your home? If so, I would love to arrange free Unlimited Data, to get you settled for the meantime!

​@Cheyenne van Odido - thanks for the response and arranging technician. 

I dont have my odido sim anymore :(

Hi ​@silver9, that's a shame! Please let me know when you are back online, so I can credit this exact periode for you!

​@Cheyenne van Odido - do you know when I'll be receiving the email from guidion?

also, i remember they dont have appointments on weekends? is it possible to reimburse the cost of a odido sim card and get a code for unlimited internet as it's a bit of an issue without internet for the whole weekend and probably part of next week too.

Hi ​@silver9, you should have already received it! No worries, I just send you a private message with the link you can use to make the appointment. Will you let me know if the appointment takes place after the weekend? Then I will arrange a code for you, and you can buy a simcard which I can credit later!