topic Re: New openreach box & sky Router in Broadband

New openreach box & sky Router

Woodberry — Sun, 06 Apr 2025 21:51:48 GMT

No internet since fitting of open reach fibre. New router sent to try & resolve. Fail! Open Reach blaming Sky - Sky blaming Open Reach. I'm in the middle with no internet. 3 adults trying to work from home ! Epic failure from both

Re: New openreach box & sky Router

Chrisee — Mon, 07 Apr 2025 06:11:18 GMT

@Woodberry new conections can fail if there is an issue with full fibre line the ONT unit on the wall should show a red light.Typically the issue is an issue with the weld between the supply fibre from the road and the fibre pigtail connecting to the ONT. These have to be perfect and in a few cases they fail soon after installation. If that applies in your case you arexwaiting on an engineer coming out to fix it.

You are buying a domestic line that you choose to use that to work from home is your business but it does not get you any priority. Sky can sell you a connection at a relatively cheap price because Openreach have a service level of repair within 2 working days after the report. Business lines with more rapid response are far more expensive. A domestic fault reported say on a Friday is not expected to be cleared before Tuesday if it isnt then you start to accumulate compensation. This is standard for domestic ISPs using Openreach lines.

Re: New openreach box & sky Router

Woodberry — Mon, 07 Apr 2025 06:18:59 GMT

Thank you for the prompt response. All the lights on the ONT are green, Open Reach are saying their equipment is working, but no internet. Sky say their feed is fine. Waiting on a 3rd Open Reach engineer tomorrow 🤞

Re: New openreach box & sky Router

Chrisee — Mon, 07 Apr 2025 06:33:30 GMT

@Woodberry hopefully third time lucky. No system yet invented is 100% perfect and faults can becdifficult to pin down.

You should start accumulating compensation as explained here Customer Auto-Compensation | Sky Help | Sky.com