topic Re: FTTP no internet with sr203 but ONT active in Archive

FTTP no internet with sr203 but ONT active

Josh941 — Sun, 28 Jun 2020 12:35:21 GMT

I have recently switched to sky broadband FTTP from bt and having no luck with it.

The broadband went live on the 17th but I cant can any internet.

I have a 4 port openreach ONT and a sky SR203 router. Sky have sent an openreach engineer 4 times now. Ooenreach are saying the everything is fine their end and all as it should be. They replaced the ONT to eliminate that as the problem. I havet 2 sky SR203 routers and same on both the internet light is either off or orange

I have the router connected via the wan port to the ONT

The router status says broandband disconnected

Wan disconnected

WAN port : None

Spoke to sky several times to try and sort it the last time they decided the problem was the router and they will send an SR204 which turned up yesterday but wasnt an SR204 and infact the exact same SR203 model

Is there anything else anyone reccomend I can try as not getting anywhere with sky and now its 11 days that it hasnt worked.

Thanks

Re: FTTP no internet with sr203 but ONT active

simon194 — Sun, 28 Jun 2020 13:34:42 GMT

@Josh941 wrote:
I have recently switched to sky broadband FTTP from bt and having no luck with it.

The broadband went live on the 17th but I cant can any internet.
I have a 4 port openreach ONT and a sky SR203 router. Sky have sent an openreach engineer 4 times now. Ooenreach are saying the everything is fine their end and all as it should be. They replaced the ONT to eliminate that as the problem. I havet 2 sky SR203 routers and same on both the internet light is either off or orange

I have the router connected via the wan port to the ONT
The router status says broandband disconnected
Wan disconnected
WAN port : None
Spoke to sky several times to try and sort it the last time they decided the problem was the router and they will send an SR204 which turned up yesterday but wasnt an SR204 and infact the exact same SR203 model

Is there anything else anyone reccomend I can try as not getting anywhere with sky and now its 11 days that it hasnt worked.
Thanks

One thing to try. Log on to the router and go to the "Advanced" tab then Wan Setup and in the Router Mode option select the "WANoE Only" option and click Apply. Also double check the ethernet lead to the ONT is in Port 4 of the SR203.

I've found with the SR203 Router Mode set to Auto it tries to connect via the DSL connection first but then fails to try the WAN port.

Re: FTTP no internet with sr203 but ONT active

Josh941 — Sun, 28 Jun 2020 13:36:07 GMT

Hi simon thanks for the reply. I have got the router set to WANoE only and the cable is in port 4 marked WAN.

I have also tried a different cable but no luck

Re: FTTP no internet with sr203 but ONT active

Chrisee — Sun, 28 Jun 2020 15:00:27 GMT

@Josh941 Sky FTTP is very new therefore you need to keep onto Sky yo get the bugs out if the system.

Re: FTTP no internet with sr203 but ONT active

TimmyBGood — Sun, 28 Jun 2020 15:22:40 GMT

@Josh941

It's really not up to you to attempt to sort this out, and unfortunately, as @Chrisee says, Sky FTTP is too new for this forum to offer much advice: Sky, BT and Openreach need to solve the issue between them, and you need to claim the appropriate compensation for being used as a guineapig. The whole point of FTTP is that it should just work, without all the variability introduced by copper phone lines: my suspicion would be that the problem is something to do with the ISP changeover, as you must be one of the very first customers to ever go through that process on full fibre.

Re: FTTP no internet with sr203 but ONT active

Josh941 — Sun, 28 Jun 2020 16:19:15 GMT

Its looking like its going to have to be cancelled sky tell me theres no issue their side and send openreach out who tell me everythings fine the problem is with sky

Re: FTTP no internet with sr203 but ONT active

TimmyBGood — Sun, 28 Jun 2020 16:26:47 GMT

@Josh941

When Sky let you order FTTP, did they give you any indication that you would essentially be involved in a trial process?

Re: FTTP no internet with sr203 but ONT active

Josh941 — Sun, 28 Jun 2020 16:54:34 GMT

No they didnt say it was a trial just 18month contract for both tv tvd broadband. None if the emails say its any sort of trial either

Re: FTTP no internet with sr203 but ONT active

TimmyBGood — Sun, 28 Jun 2020 19:11:00 GMT

@Josh941

That's a bit naughty of them: as one of the first Sky FTTP subscribers you really should be better looked after. I suspect it's unfortunate timing for Sky to be releasing a new product while they are still understaffed.

Re: FTTP no internet with sr203 but ONT active

simon194 — Mon, 29 Jun 2020 08:17:27 GMT

@TimmyBGood wrote:
@Josh941
That's a bit naughty of them: as one of the first Sky FTTP subscribers you really should be better looked after. I suspect it's unfortunate timing for Sky to be releasing a new product while they are still understaffed.

I have to agree with you.

I hope Sky get everything sort by the time Openreach roll out FTTP in my area later on this year because I don't really want to switch to another ISP.

Re: FTTP no internet with sr203 but ONT active

Josh941 — Mon, 29 Jun 2020 14:41:13 GMT

Well had a call today sky are now sending another engineer out Wednesday to try and resolve.

Strangely was the router showing no connection but the Sky network team could see I had a Hive device connected at port 1 on the router.

Re: FTTP no internet with sr203 but ONT active

Zach1992 — Sat, 10 Oct 2020 21:47:39 GMT

@Josh941 I am having the exact same issue. Did you manage to get anything sorted?

Re: FTTP no internet with sr203 but ONT active

Josh941 — Sat, 10 Oct 2020 21:51:13 GMT

Yes eventually got it sorted after 3 open reach engineers visiting and a sky engineer. Never found out why it didn't work they told me it was because I plugged a device into the router before activation but the engineers tried several different routers. Sr203 router

Re: FTTP no internet with sr203 but ONT active

Zach1992 — Sat, 10 Oct 2020 22:14:16 GMT

So disappointing I literally left virgin due to poor Internet quality.. and now this. Glad you got it sorted. They've passed mine onto the connections team and that can take 72 hours.

Re: FTTP no internet with sr203 but ONT active

Josh941 — Sat, 10 Oct 2020 22:15:33 GMT

Was around 6 weeks to sort it ask then to send sky engineer not an open reach one

Re: FTTP no internet with sr203 but ONT active

Zach1992 — Sat, 10 Oct 2020 22:22:58 GMT

Ill direct them to this post then they can contact the engineer that fixed yours for advice... although GDPR will poop on that

Re: FTTP no internet with sr203 but ONT active

Chrisee — Sun, 11 Oct 2020 07:25:28 GMT

@Zach1992 things have moved on since June and more Sky staff have been through FTTP training so you should not have the issues @Josh941 had. Talk to Sky but point out you are on FTTP so they read from the correct script. Suspect you need one of Sky's Broadband engineers to visit.

Re: FTTP no internet with sr203 but ONT active

TimmyBGood — Sun, 11 Oct 2020 13:42:33 GMT

@Zach1992

Migration from Virgin cable to Sky FTTP is not the same process that @Josh941 went through: that was a switch of FTTP provider using the same Openreach ONT, which is still a pretty rare occurrence given most FTTP subscribers are still within their initial minimum contract term.

Re: FTTP no internet with sr203 but ONT active

simon194 — Mon, 12 Oct 2020 09:09:26 GMT

@TimmyBGood wrote:
@Zach1992
Migration from Virgin cable to Sky FTTP is not the same process that @Josh941 went through: that was a switch of FTTP provider using the same Openreach ONT, which is still a pretty rare occurrence given most FTTP subscribers are still within their initial minimum contract term.

I did find a acticle (I'll try and find it) about migrating to Sky FTTP from another ISP where one of the older 4 port ONT's is fitted. It appears that Sky has to be provisioned on Port 1 as it won't work on any other port which seems a bit bizarre to me.

Re: FTTP no internet with sr203 but ONT active

Zach1992 — Mon, 12 Oct 2020 09:30:06 GMT

Sorry I should have been clearer, I meant that I have the same error where everything that sky can see looks good except it looks like the hub isn't connected. The ONT is all good and when I log into router the WAN is disconnected and no port assigned. Sky are going down faulty router and should have another router delivered today but not expecting this to solve the issue