So this morning my TW connection died, not like the server timeout kinda death, but the intimidating red light on the ONT kinda dead. Basically PON link was down, meaning there was no connection between me and TWs fiber cabinet.
Now this was quite strange because the connection isn't even that old, and I didn't see this coming. Anyway, I called their helpline, registered a complaint. Then emailed them as well just to get things going. This all happened around 2:30 to 3 PM. I was a bit frustrated initially by the lack of communication on their part, I just wanted to know where the issue was originating from, their end or my end. Anyway, that was cleared up when an email came saying the field maintenance / engineering team is on its way to resolve your issue.
5 PM the bell rings, all familiar faces, it's the same team that came to install the connection initially. 2 guys worked on the outside splitter box, and 2 guys worked on the ONT and the indoor fiber cable. They used this really nifty tool called a Visual Fault Locator (VFL) to determine where exactly the fault was present on the wire. They found it, rectified it immediately, did the splicing process again, hooked up the ONT and I got the same stable optical power figures that I had on day one.
Connection was fixed immediately. They made me do 2 speed tests and stayed for 5 mins to see if browsing and whatnot was okay, they took a picture of my laptop screen of the speedtest to send back to their HQ and they were off.
I just wish they had given me the contact details of the team who were coming by so I could ask what time they would have arrived, as I was about to leave when they showed up, since I was expecting them to come by tomorrow and didn't really expect them to fix it today.
Working on the outdoor box:
And on the indoor box: