topic Re: No connection Issue in Broadband

No connection Issue

Emrahcakar — Thu, 20 Jun 2024 08:59:07 GMT

My connection start date is 17-June. The delivery package did not include any plugin microfilter device, therefore I bought a new plugin micro filter so that the cable can fit into.

However, I don't have any connection for now. The light status of modem is as follows:

The properties of my flat is summarized below. I don't have any connection so far, although my subscription started on 17-June. I am quite unsure who to contact. I would be grateful if somebody advises on this.

Re: No connection Issue

TimmyBGood — Thu, 20 Jun 2024 09:08:44 GMT

@Emrahcakar

As I suggested in your previous post, I don't think that's a master socket. If it's an internal extension with a filtered master elsewhere it's not going to work, and it's also quite possible that the socket is not connected to the external phone network at all.

Re: No connection Issue

Emrahcakar — Thu, 20 Jun 2024 09:09:59 GMT

thank you.
then, is there any way to report this problem to Sky? I couldn't find any place where I can tell my problem.

Re: No connection Issue

TimmyBGood — Thu, 20 Jun 2024 09:13:05 GMT

@Emrahcakar

You'll need to phone and then stay on the line to get through to a human.

I can also try escalating your post here.

You'll be asked to locate a master socket, so will need to explain the setup there, including that being a third party wall plate and not an Openreach back box.

Given the plate and the floor, is this a new build, a refurb or a subdivided property?

Re: No connection Issue

Emrahcakar — Thu, 20 Jun 2024 09:18:35 GMT

Thank you @TimmyBGood

It is not a new apartment. I presume there are plenty of skynet user in here.

Re: No connection Issue

TimmyBGood — Thu, 20 Jun 2024 09:29:17 GMT

@Emrahcakar

The main issue is the unit in your picture is not the faceplate one would expect to see for FTTC on a national network: it could be an internal extension or even a local shared distribution with no external connection.

In the UK you'd typically expect an Openreach backbox and faceplate as below.

Re: No connection Issue

Lisa-P1987 — Thu, 20 Jun 2024 10:06:26 GMT

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