topic Re: Problems after fibre installation in Broadband

Problems after fibre installation

c46j44i14a10 — Sat, 03 Feb 2024 19:27:00 GMT

Since we "upgraded" to fibre in December we are experiencing buffering that we never had before, drop outs of signal multiple times daily and no landline. We have a new error log being created every ten minutes or so. Our fibre was fitted by a BT engineer but everything else just arrived by post so no sky engineer ever visited. There were no problems with our previous set up so it has to be the sky hub that is the issue and we need to know why we have no landline and no voice light on the hub as we were never told this would happen. As we work from home this needs an engineer to visit as soon as possible as we have tried all of the helpful information on this forum

Re: Problems after fibre installation

JimM1 — Sun, 04 Feb 2024 06:35:37 GMT

@c46j44i14a10 Please be advised that you are talking to customers like yourself on this forum here to assist and NOT to SKY, from your post it would appear that you upgrade to FTTP installed by OR engineer

and hub SR203 sent from sky now plugged into the ONT via RJ45 Ethernet connected on the WAN port 4.

As you say you have NO landline, this would now be connected to the rear off the HUB, but as you have

no green light for voice, then there would appear to be someting not set at SKY end to activate the SKY talk package.

You need to call SKY to have the agent look and find out what is wrong.

You also need to log into your account and check which package you have supplied from sky and voice

is part of your request.

You will find the telephone number to call at the bottom off the sky help page.

Re: Problems after fibre installation

Chrisee — Sun, 04 Feb 2024 06:36:37 GMT

@c46j44i14a10 you should haveca voicecservice and the voice light on the hub should be showing green. If it isnt the issue needs to be reported to Sky. Full fibre services are normally far more reliable than older systems like FTTC if your's is not it needs to be investigated.

As a first step I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Problems after fibre installation

Addie15 — Sun, 04 Feb 2024 11:11:36 GMT

Hi there! Thank you for escalating this. We have sent an invite to @c46j44i14a10.

Re: Problems after fibre installation

Lisa-P1987 — Sun, 11 Feb 2024 08:57:25 GMT

Thanks for chatting to us @c46j44i14a10 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Problems after fibre installation

peter-marlow+1966 — Sun, 11 Feb 2024 20:21:44 GMT

Full fibre to the property do you have a grey open reach box outside the house ? and what speed are you meant to be getting ?

Re: Problems after fibre installation

peter-marlow+1966 — Sun, 11 Feb 2024 20:25:25 GMT

I had fttp installed back in January and I have had no problems with it, open reach grey customer service box outside the house fibre optic cable going in 1 side, then out the other side into the house and into the o n t box

Re: Problems after fibre installation

peter-marlow+1966 — Sun, 11 Feb 2024 20:27:40 GMT

Everything I need arrived before the open reach engineer appointment and it was the open reach engineer who fitted all in 2hours

Re: Problems after fibre installation

peter-marlow+1966 — Sun, 11 Feb 2024 20:29:47 GMT

Also the old copper phone lines will be no good once full fibre is available, you plug the phone into your router now and the phone works that way

Re: Problems after fibre installation

c46j44i14a10 — Tue, 20 Feb 2024 16:36:29 GMT

Thank you all so much for your suggestions and help. Sky have sent us a replacement hub and this appears to have solved the issue and we now have our landline back! Still having a few issues with some connections but will be back in touch if this isnt resolved.

thanks again all!