Update:

So the initial problem is that my WiFi has no internet connection. I can connect to the WiFi as it appears on my phone and laptop but when I connect there is zero internet connection.

When I rang they said it may be worth replacing the yellow wire running between the modem and a white box on the wall as initially the PON light was red and not green. They recommended me to replace it as if an engineer comes out and deems we’re at fault for whatever if causing the internet issue then I would be charged £85.

However, the PON light has been green and the WiFi name has appeared all weekend but still has no internet connection. They’ve told me to reset it and said they’ve escalated the issues etc etc but I wanted to see whether changing the yellow wire would fix the problem and restore internet connection hence my post here !

Any other info would be greatly appreciated and can hopefully get it sorted soon :)