topic Fiber help in Broadband

Fiber help

Cmcg111 — Fri, 05 Apr 2024 05:14:53 GMT

I got fiber installed yesterday and all lights are green on my hub but yet I have no WiFi signal. Any advice?

Re: Fiber help

Chrisee — Fri, 05 Apr 2024 05:44:20 GMT

@Cmcg111 do you literally mean you have no Wifi signal ie your devices cannot be connected to your hub or that there is no data flowing down your new line?

If its the latter reboot both the ONT and the hub by removing the power for 20 seconds on each unit. Once restarted check if you are now connected if you are stll not getting any data then call Sky shen their lines re-open this morning. If the former and a reboot of the hub doesnt help there again reportit to Sky to get the hub swapped out.

Re: Fiber help

Cmcg111 — Fri, 05 Apr 2024 05:55:01 GMT

@Chrisee my devices will connect but "no internet" is shown on phone and tv. I tried to reset the ONT and hub for the 20 seconds but still nothing. Thabks for the advice! Will try contacting sky again this morning.
I have since received a right to exit offer via email does this mean that they will be unable to fix the issue or is this common at set up?

Re: Fiber help

Chrisee — Fri, 05 Apr 2024 06:25:00 GMT

@Cmcg111 it is very unusual to get that messagecwith a full fibre connection as opposed to a copper linecwhich Openreach.decline to fix so it might be an error.

To check 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 on the 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: Fiber help

Lisa-P1987 — Fri, 05 Apr 2024 08:00:15 GMT

Thanks for escalating this. We’ve sent @Cmcg111 an invite to chat.