Escalate to your FNO when the ONT shows persistent red LOS, PON fails to register after proper restart, or multiple homes in your area are offline. Escalation is required only after internal power, patch lead, and wired tests confirm the issue is not within your premises.
What the Problem Means
Not all fibre issues require FNO escalation.
In South Africa's fibre structure:
- User handles internal hardware checks
- ISP handles authentication and ticket logging
- FNO handles physical fibre infrastructure
Escalation is appropriate only when the fault exists at the access layer outside your property.
Escalating too early delays resolution and creates duplicate diagnostics.
When Escalation IS Required
1. Persistent Red LOS
If:
- LOS remains red after proper ONT restart
- Patch lead is intact
- Power is stable
This indicates optical signal loss at the access layer.
2. PON Fails to Register
If:
- PON flashes longer than 10 minutes
- No successful registration occurs
- Wired testing confirms no connectivity
This may require provisioning verification or FNO signal inspection.
3. Area-Level Outage
If:
- Neighbours using same FNO are offline
- Multiple homes report red LOS
- Cabinet appears inactive
This indicates shared infrastructure fault.
4. Physical Fibre Damage Outside Property
Examples:
- Construction damage
- Vehicle impact on fibre pole
- Exposed broken street fibre
This is strictly FNO responsibility.
When Escalation Is NOT Required
Do not escalate if:
- WiFi is slow
- Only one device is affected
- Router LAN cable is faulty
- ONT Power light is off
- PON is solid and LOS is off
If all of the following are true:
- PON is solid green
- LOS is off
- Internet works but is slow or unstable
These are internal issues — not FNO faults.
See our fibre diagnostic guidesEscalation Decision Table
| Condition | Escalate? | Fault Layer |
|---|---|---|
| Red LOS persists | Yes | Access Layer |
| PON solid, slow WiFi | No | Internal |
| Patch lead damaged | No | Internal |
| Multiple neighbours offline | Yes | Access Layer |
| Router misconfiguration | No | Internal |
Step-by-Step Before Escalating
Confirm Stable ONT Power
- Ensure ONT adapter is connected and Power light is on.
Inspect Fibre Patch Lead
- No sharp bends, no visible damage, both ends firmly seated.
Perform Correct ONT Restart
- Power off, wait 2 minutes, power on, wait 5 minutes for sync.
Test via Ethernet
- Bypass WiFi — connect directly to the router with a cable.
Confirm Neighbour Status
- Ask nearby users on the same FNO if they are also offline.
If all checks confirm external issue → escalate via ISP.
Definition: FNO Escalation
A formal fault request sent by the ISP to the Fibre Network Operator to inspect or repair physical fibre infrastructure at the access layer.
ISPs cannot repair fibre cables or cabinets directly.
South African Context
Each suburb may have different FNOs:
- Vumatel
- Frogfoot
- MetroFibre
- Openserve
- Octotel
Escalation timelines depend on:
- Fault severity
- Area outage status
- Technician availability
What Information Speeds Up Escalation
Provide:
- ONT light status (Power, PON, LOS)
- Time issue started
- Whether neighbours are affected
- Confirmation of wired test
This reduces diagnostic repetition and speeds up FNO ticket acceptance.