topic Re: New sky customer... in Broadband

New sky customer...

Wi_ll — Thu, 26 Jun 2025 14:49:59 GMT

Hello, I had a fibre optic cable installed this morning (open reach engineer) and a text from sky confirming that broadband is active. The LOS light on the new box is red and I can't find the network when searching on devices. Any help or advice to get connected would be much appreciated.

Thanks,

Will

Re: New sky customer...

Highlinder — Thu, 26 Jun 2025 15:12:35 GMT

@Wi_ll When you say you got it installed today, was this the box that has the red LOS light on it just now?

Re: New sky customer...

JimM1 — Thu, 26 Jun 2025 15:35:41 GMT

@Wi_ll What did the Openreach Engineer say when he left you with a RED LOS light, he surely said something as he/she knows that is not the way to leave the install, without POWER< PON AND LAN all green. Did he just go and say see what happens later!

Re: New sky customer...

Wi_ll — Thu, 26 Jun 2025 16:02:41 GMT

Yes, the box with the red LOS light and the cable to telegraph pole are new this morning.

Re: New sky customer...

Wi_ll — Thu, 26 Jun 2025 16:04:37 GMT

Said we might need to use old Internet connection for a few days. Unfortunately, the virgin media contract has stopped because the sky account is marked as connected!

Re: New sky customer...

JimM1 — Thu, 26 Jun 2025 16:11:12 GMT

@Wi_ll Sorry just do not understand, the Engineer should not walk away with a flashing LOS light in red, without telling you that the fibre is NOT connected, there is an issue with connecting you or something along those lines, he should KNOW better not to mark the job completed for that simple reason that VM will kill you stone dead if you used the OTS and sky controlled the install.

If i was you would be calling sky to find out what and why this is all going on!, fair enough if the Engineer said you may have to wait a couple off day's so does seem to be confusion by someone!