Voice light orange, no internet.

[gdotp]

Ive got exacly this issue as reported here. I've spent hours on the phone to sky who keep doing meaningless checks (including sending pictures of the router).  A re-boot normally returns the connection but often in the early hours (and other times) the hub disconnects and will not re-connect.

The problem started after our fibre cable was replaced after it was damaged by a farmer and has got worse the last few weeks to the point its unusable. I can see the following in the log file (which looks strange as the date is clearly wrong, my ++ as i cant post the full time !) 

1970-01-01 ++:00:38 syslog: [   34.056000] Line 0: xDSL link down

1970-01-01 ++:00:39 syslog: [   39.061000] Line 0: xDSL link down

1970-01-01 ++:00:47 syslog: Voice Disconnected

After which i get a few connections and then it simply disconnects and will not re-connect without a re-boot. 

1970-01-01 ++:00:51 syslog: Voice Connecting

1970-01-01 ++:00:54 syslog: [   50.063000] Line 0: xDSL link down

1970-01-01 ++:01:01 syslog: Voice Disconnected

1970-01-01 ++:01:36 syslog: sky dhcpc client (v0.0.1) started

1970-01-01 ++:01:45 syslog: sky dhcpc client (v0.0.1) started

1970-01-01 ++:01:49 syslog: eth3.1 - WAN link UP.

1970-01-01 ++:01:49 syslog: Received valid DHCP lease from server.  Connection UP.

1970-01-01 ++:01:50 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]

1970-01-01 ++:01:50 syslog: Send out NTP request to ntp1.isp.sky.com

After hard re-boot

2022-11-21 ++:40:18 syslog: Time has been set from ntp1.isp.sky.com

2022-11-21 ++:40:18 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 

2022-11-21 ++:40:23 syslog: bind 0.0.0.0 - Address already in use

2022-11-21 ++:40:23 syslog: bind 0.0.0.0 - Address already in use

2022-11-21 ++:40:23 syslog: bind 0.0.0.0 - Address already in use

2022-11-21 ++:40:23 syslog: bind 0.0.0.0 - Address already in use

2022-11-21 ++:40:28 syslog: WAN IPV6 UP

2022-11-21 ++:40:28 syslog: Voice IP Connection Up: [content removed]

2022-11-21 ++:40:28 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]

The first issue was handled by the executive team and I'm probably going to have to re-open this case now as the standard SKY support teams seem unable to rectify it 

Moderator note: personally identifiable information removed

[TracyBez]

Did you ever get the problem resolved? I have the exact same issue and Sky can't pick up any problems. 

[james+rayner]

I had same problem with my ultrafast Internet connection. Turned out my cable from the telegraph pole was worn through in three places. New cable and been fine since.. Also, I was told by open reach engineer. Ultrafast connection depends how far people are from the green street cabinets anything over 300 metres it becomes unstable.. 

[MichaelAnnmarie · Accepted solution]

We occasionally have problems but rarely now. I asked a friend who works in IT and it is to do with the licenses that sky issue for the connection being time limited. Can't remember the tech speak but I told this to sky and they seem to have adjusted something as my orange light no longer comes on. Now just have issues with Disney plus buffering!

[beagleparents]

Hi, we are getting this issue most evenings. Turning it off and on again fixes it but we shouldn't have to do this. We live in a new build so I wouldn't think it's the condition of any cables as they were only installed in 2020. Also, in relation to another comment on this thread we also have issues with Disney+ buffering for ages! I've called Sky before regarding wifi not reaching one room (we only have a 3 bed house) so have a Sky booster too. We moved to Sky in August 2022 and never had these issues with BT who we were with before so I think it's a Sky specific issue!

[james+rayner]

Hi.. This is similar to our issue. Going off unplugging and and turning on again. It turned out h cable were worn, but we're still getting the issue, but not as frequent. The open reach engineer made a comment on to us. Ultrafast broadband, if the street box in more than 300 metres from the property it will cause issue. Our street cabinet is 354 metres away this is still the reason why we still getting the issue. Sky deny this but open reach only states the facts. Sky have probably sold us product that isn't suitable, due to the distance of street cabinet from our property. 

[willkenny]

i am having the same issue ultra fast broadband,very slow devices,countless enginner visits,telephone calls,

all the companies need to get hold of this because this is a relativly need product that is unbreakable (NOT) ,we are the Guinea pigs  another engineer tommorow,

[willkenny]

oh and i have FTTP...

[Milly98]

So your saying that if I leave it for a bit it should hopefully turn back on then so hopefully my Internet will come back on ? , as right now my power button and WiFi button are green but my voice one is orange and then my Internet one has no colour at all 

[Spidergirl]

Has anyone found a solution to this yet? I only started having problems when I switched to fibre not long after they put it in. Strangely, if you switch the yellow cable at the back of the router (from one of the 4 ports) in to a different one (of those same ports), then the internet comes back on within about 30 seconds to a minute - found this out by trial and error. No idea why this should make a difference but there you go. 

[GroverKen]

I've had this problem since I went over to fibre. New router didn't help and every time I go on holiday I'm left without security. What are Sky doing about it..... nothing at all!

[ChimpM4ster]

I'm also experiencing the same issue. Hever had a problem with Sky's basic 70mbps fibre, it didn't ever drop. Ultrafast1 is dropping every few days, often overnight and always necessitating a reboot. 

Called Sky Support and was put through some utterly pointless 'tests' of how many lights I see and do a reset etc. The guy kept on going on about WiFi channel congestion or placement of the router affecting signal... completely uneducated on the fact that the router is losing internet rather than me losing WiFi! 

I lost my cool after 30 minutes of listening to his waffle and asked for escalation. He's raised a call with the network team now and apparently I should hear back in 3 days.

I am going to raise a formal complaint otherwise. 

[ChimpM4ster]

FYI this is my syslog:

1970_01_01 00:00:44 syslog: [ 0.212000] brcmboard registered
1970_01_01 00:00:44 syslog: [ 37.878000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 100 mbps full duplex
1970_01_01 00:00:44 syslog: [ 38.918000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
1970_01_01 00:00:44 syslog: [ 38.975000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
1970_01_01 00:00:45 syslog: [ 44.954000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.
1970_01_01 00:00:45 syslog: [ 44.985000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
1970_01_01 00:00:45 syslog: [ 45.042000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
1970_01_01 00:00:47 syslog: [ 47.017000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 100 mbps full duplex
1970_01_01 00:00:47 syslog: [ 47.110000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
1970_01_01 00:00:48 syslog: [ 48.073000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
1970_01_01 00:01:00 syslog: [ 59.046000] Line 0: xDSL link down
1970_01_01 00:01:06 syslog: [ 62.047000] Line 0: xDSL link down
1970_01_01 00:01:08 syslog: TR69: Connect to Production ACS
1970_01_01 00:01:10 syslog: Voice Configured
1970_01_01 00:01:15 syslog: Voice Initialized
1970_01_01 00:01:18 syslog: [ 72.047000] Line 0: xDSL link down
1970_01_01 00:01:24 syslog: Voice Disconnected
1970_01_01 00:01:48 syslog: TR69: Connect to ACS Failed: Could not resolve host
1970_01_01 00:02:00 syslog: sky dhcpc client (v0.0.1) started
1970_01_01 00:02:11 syslog: sky dhcpc client (v0.0.1) started
1970_01_01 00:02:17 syslog: eth3.1 - WAN link UP.
1970_01_01 00:02:17 syslog: Received valid DHCP lease from server. Connection UP.
1970_01_01 00:02:17 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21022CA012471/3C457AE8B2A0/176.27.239.253/7.03.0300.R/::1]
1970_01_01 00:02:18 syslog: Send out NTP request to ntp1.isp.sky.com
2023_11_07 10:13:56 syslog: Time has been set from ntp1.isp.sky.com
2023_11_07 10:13:56 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2023_11_07 10:14:05 syslog: WAN IPV6 UP
2023_11_07 10:14:05 syslog: Voice IP Connection Up: 2a02:c7c:a009:c500::1/64
2023_11_07 10:14:07 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21022CA012471/3C457AE8B2A0/176.27.239.253/7.03.0300.R/2a02:c7c:a009:c500::1]
2023_11_07 10:14:10 syslog: TR69: Connect to Production ACS
2023_11_07 10:14:10 syslog: TR69: Connection to ACS Complete
2023_11_07 10:14:15 syslog: Voice Configured
2023_11_07 10:14:18 syslog: TR69: Close ACS Connection
2023_11_07 10:14:20 syslog: Voice Initialized
2023_11_07 10:14:20 syslog: Voice Connecting
2023_11_07 10:14:20 syslog: Voice HARDENING
2023_11_07 10:14:20 syslog: Voice Connected
2023_11_07 10:14:20 syslog: Voice Disconnected
2023_11_07 10:14:25 syslog: Voice DeInitialized
2023_11_07 10:14:28 syslog: Voice Configured
2023_11_07 10:14:32 syslog: Voice Initialized
2023_11_07 10:14:32 syslog: Voice Connecting
2023_11_07 10:14:32 syslog: Voice Connected
2023_11_07 10:43:52 syslog: WAN IPV6 UP
2023_11_07 10:46:13 syslog: Lease renewed 3600 ip 176.27.239.253
2023_11_07 11:12:55 syslog: Lease renewed 3600 ip 176.27.239.253
2023_11_07 11:13:52 syslog: WAN IPV6 UP

[razy60]

I've been following various threads as i have been experiencing  the same problem for the last 2 months. I have had little to no assistance from sky, i have made far too many calls to the so called helpline, been promised a number of engineer visits (none of which happened), replaced router, skyq box and boosters, turned of every connected device and it still fails. The last straw was being passed to 4 different help desks at each point i was asked the same dumb security questions as though i had'nt just been passed to them from a different department, when questioned if they had my details on thery're screen none did, when questioned if they could maybe look at the screen and check none did, at this point i had had enough i asked for cancelations, same dumb questions with no idea as to why or where i had been passed from i am then told i have to pay an early cancelation fee for a service sky have failed to supply or fix, i'm then passed to so called engineers who ask the same questions as if i have'nt been passed to them from cancelations, when i explain the problem again!!!! i am told:

A, they will arrange a call, I ask why when no previous call happened. 

B, I will be passed back to cancelations, i ask why when cancelations passed me to them. they could not give me a resonable answer, just that i may get a call or visit in the next few days, Yeah and pigs might fly.

I have also sent emails explaining the situation giving my only 2 options as i see it, 

Replace the sky router with third party equipment rough cost £200.

Replace sky fiber with another supplier, far less cost and maybe something which works.

Up until now i've been happy enough with sky but this whole situation is just dumb, they don't or can't find a fix, i have numerous reasons put forward but nothing that is of any use. I have no faith in any of the sky gear any more, the only solution that i have devised is to switch everything off at the wall and restart every day as this seems to be the only way to maintain a stable network.

Thanks for reading.

[GroverKen]

Had exactly the same problem for 18 months. Solution - back to BT!