How long does it take to fix a fiber break?

A fiber break occurs when the optical fiber line that carries your internet connection gets cut, bent, or physically damaged.
This can happen due to roadwork, construction, bad weather, or accidental damage in your building.
When this happens, your internet will stop working, and the LOS light on your ONT (fiber box) will start blinking red.

At Mahek Broadband, we treat fiber breaks as high-priority issues and work to restore service as quickly as possible.

⚙️ 1️⃣ Typical Resolution Time

🧠 In most cases, local fiber repairs are completed the same day if reported during working hours.

🧩 2️⃣ How Fiber Repairs Are Handled

🔹 Step 1: Complaint Registration

You can report a fiber issue through:

• WhatsApp: +91 87884 12303
• Call: 022 697 18061
• Email: support@mahekbroadband.in
• Or via Customer Portal

Once received, your complaint is logged, and a technician or fiber splicing team is assigned.

🔹 Step 2: Remote Verification

Our support team remotely checks your ONT’s signal status (optical power levels).
If a fiber break is detected, it’s immediately escalated to the network team for on-site inspection.

🔹 Step 3: Technician Visit & Repair

• A technician visits your location or affected line area.
• Using special tools (splicer and OTDR meter), they locate the break point.
• The fiber is spliced (rejoined), reconnected, and tested for signal quality.
• Once fixed, the PON light turns solid green on your ONT, and internet resumes.

⚙️ 3️⃣ What Affects Repair Time

Repair time depends on:

• 🧱 Accessibility: Whether the damaged fiber is inside your premises or outside on poles/ducts.
• ⚡ Power Supply: If the area’s power or junction box is off, splicing may be delayed.
• 🌧️ Weather Conditions: Heavy rain or storms can slow down restoration.
• 🧑‍🔧 Material Availability: Need for connectors, fiber joints, or new cable length.
• 🚧 Third-Party Work: Delays caused by construction or local permissions (for roadside fiber).

🧾 4️⃣ How You’ll Be Updated

• You’ll receive an SMS or WhatsApp update once a ticket is registered.
• If the issue is area-wide, we’ll notify all affected customers via broadcast message.
• You can check real-time status via:
  • 🔗 Customer Portal
  • 📱 Mahek Broadband App
  • 💬 WhatsApp message: “Check my complaint status”

💰 5️⃣ Repair Charges (If Applicable)

🧾 All charges (if any) are communicated before the visit. There are no hidden costs.

⚙️ 6️⃣ After Fiber Repair

Once the line is fixed:

• The LOS light stops blinking, and PON becomes solid green.
• Technician will test internet speed and stability.
• You’ll receive a closure confirmation message or WhatsApp update.

✅ You can reply “Resolved” to confirm closure or “Not Resolved” if the issue persists.

🧠 7️⃣ Prevent Future Fiber Breaks

✅ Avoid bending or pressing the fiber cable under furniture or doors.
✅ Keep cable path clear and dust-free.
✅ Do not unplug the connector without reason.
✅ Inform our team before relocating the router or rearranging furniture near the ONT.
✅ For repeated break issues, request casing or protective conduit installation.

📍 Mahek Broadband Support

Mahek Broadband
🏢 Shop No. 02, Balkrishna Apt, Musaji Galli Road,
Vasai West – 401201, Maharashtra
📞 022 697 18061 | 📲 +91 87884 12303 | ✉ support@mahekbroadband.in

💡 Quick Summary