topic Re: New Sky Fibre in Broadband

New Sky Fibre

VIP26_ — Tue, 03 Feb 2026 00:43:54 GMT

[1ess then 8 days] BT reach put new Sky Fibre products. Issues with External line via pole! Internal engineer rushing to put products white box & grey box on wall..Worked for 20mins then everything went down..Tv went blank, line went, wifi went so No landline, No WiFi for Security.. Had to call same internal Engineer abd he said it was a NETWORK problem! Called Sky sent same External engineers out, one came in and stripped the white box said it wasnt put in correctly..He then stated all is well. Tv worked 30mins,again TV tethers, phone worked but Landline has NO SKY SHIELD..The Security keeps going off and on and we can only watch Sky sports, on demand YouTube sporadically. Called Sky they sent further engineer. Said would call me back after 72hrs NEVER DID!! A further Engineer came out,did check, on white box and said its a NETWORK problem, your not getting enough power for your WiFi to work!! Said in his report we need the latest white box and also a booster!! Called Sky again for 3 and a half hours spoke to 5 different people 2 rude, 3 were trying but getting no where, last one said IF we do cancel the SKY PRODUCTS we will have to pay a cancellationfee!! What, for products that dont work?? Was sent a text saying your problem is NOW FIXED and given compensation of £6 and change!! I am livid!! Been with SKY for almost 27yrs and Ive been treated like Im a nobody..How do I complain and get out of this disgraceful company..Paying for products that arent working. Can anyone help before I make the complaint Ps they didnt even give a backup battery if the Landline has issues!! I have Sky TV, talk, broadband..

Re: New Sky Fibre

Chrisee — Tue, 03 Feb 2026 05:48:54 GMT

@VIP26_ it is difficult to follow what appear to be a number different faults. Sky contracts have a 31 day cooling off period so you can cancel the broadband service assuming you are within that period. If you already had a Sky TV service like Sky Stream or Sky Q then there will be a cancellation charge if you cancel unless Sky agree to wavethst charge which they msy do if you give them a reasonable chancecto sort the issues.

The reference to a white box and an extender I assume is to try to improve the WiFi coverage in your home to give you reliable streaming is that correct? When full fibre broadband is installed the hub is often moved which can affect the WiFi coversge which depends on the layout of your home and how it is built so requiring a WiFi extender is quite common.

I would recommend raising a formal complaint so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See this page which explains how escalation works Escalating a post to a Sky expert | Sky Community

Re: New Sky Fibre

Brill+Gill — Tue, 03 Feb 2026 08:42:07 GMT

Hi @Chrisee, thanks for escalating this. We’ve sent @VIP26_ an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: New Sky Fibre

VIP26_ — Wed, 04 Feb 2026 08:28:58 GMT

I am new to the Community so all the information is alot to take in. Im awaiting a message from SKY Team to resolve this ongoing issue.

Re: New Sky Fibre

VIP26_ — Wed, 04 Feb 2026 08:34:55 GMT

Thankyou for your time and information.

I am awaiting a conversation with the SKY employee.

Regards

Re: New Sky Fibre

VIP26_ — Sat, 07 Feb 2026 17:07:17 GMT

SKY DIDNT HELP ONLY WANTED TO SELL ME A NEW PACKAGE BECAUSE THEN MY SKY WIFI WILL WORK..ABSOLUTE NONSENSE.

Re: New Sky Fibre

JimM1 — Sat, 07 Feb 2026 17:32:38 GMT

@VIP26_ Your new ONT Fibre modem that was installed, see the link below, but does it maintain the three green lights if it is an OR Openreach installed one, Power and the Pon should always be solid Green, the Lan flashes with the data back and forth to the sky Hub, assume you have the black sky Broadband Hub SR203 version.....

Optical Network Terminal | Sky Help | Sky.com | Sky Help | Sky.com

Re: New Sky Fibre

VIP26_ — Sat, 07 Feb 2026 17:52:01 GMT

The white box installed by OpenReach -

Power & Pon solid light. Lan flickers. The LOS is not on assuming that would mean (loss of something). I have done everything this SKY has asked of me and still issues with Broadband/Wifi. Only inputted 13.1.2026 & several engineers later telling me its my NETWORK, whats needed, newer version of box and a booster..But it has been non stop problems. I even sent pictures to the advisors from the chat..Nothing!! Last person said you need a WIFI ENGINEER???? Then stated you need new package.. Im flabbergasted and disgusted.

Re: New Sky Fibre

JimM1 — Sat, 07 Feb 2026 18:07:37 GMT

@VIP26_ Can we start from scratch, so the Forum is just customers like yourself that is me included....

The ONT get's stuck on an outer wall by an OR Engineer, sky gives you a 2M short Ethernet cable to connect to PORT4 marked WAN in red back off the old SR203 Upright black sky Broadband Hub!

Now IF that hub moved by far it can and does really mess with the wifi signal about the home,,, Going to stop at this point and await what you can confirm, ie short cable and originally the Hub was out in the hall as a for instance!

As a little footnote for you SR203 connected on a OR FF500 FF Full Fibre connection is ROCK solid, but i did get OR to do and run the Fibre were i wanted it and then cabled down to the sky Hub position that worked GREAT for me no where else!!! So my ONT is up in the dormer roof space and Fibre is right off the pole direct into the soffit, up the truss and CSP is all fitted internal to the home!

Re: New Sky Fibre

VIP26_ — Sat, 07 Feb 2026 19:16:37 GMT

Thankyou again.

The OR Engineer placed ONT Box under the window, the new (SR)Black Router is next to it with the landline telephone on a table plugged into extention lead as my landline needs a physical charger.

Another smaller black box is also on the wall next to White (ONT) Box.

Previous SR is 5 and a half metres away from the original place.

13.1.2026

I told OR Engineer this, he was working so fast and he stated its better nearer the window better signal. I didnt argue or question this!

13.1.2024

The OR Engineer drilled rewired and then said External engineers tried 3 times to connect which failed abd then connected.

PROBLEMs - No Internet, tv,apps, Wifi, Phone went completely. Daughter had to call OR Engineer on whatsapp who sait its a NETWORK issue! OR Engineer will do work externally next day

14.1.2026

(OR)Engineer came inside house opened white box said it was done incorrectly!! He then striped the wires, redid box!! He checked did tests and said its done..He left and then 20mins later issues of TV screen Blue,Black, not connecting trying to load. Can't load.

16.1.2026 Been on phone told them what is happening. Sky said you need New SKY Q Box!!, they said that's the problem!! Awaited Sky Q Box...

19.1.2026 Sky Q Box came, daughter put it together. Still same issues. Called them again..OR Engineer will attend on 26.1.2026 will contact me with ETA..

26.1.2026. OR Engineer attend my home address no call just turned up, checked the line, checked the ONT and landline phone..I showed him the TV loading and my daughter showed him the RING Security Unavailable on the External- Garden..Alleyway front door no connection on her mobile which was all set up for the new products.. Engineer then said NETWORK PROBLEM..You NEED the latest version of this white box on the wall and a Booster because your NOT getting the SPEED said he would put this in the report to Sky.

Here we are...

Im 88yrs old and my daughter has to type this for me,

Re: New Sky Fibre

VIP26_ — Sun, 08 Feb 2026 16:59:06 GMT

The white box installed by OpenReach -

Re: New Sky Fibre

JimM1 — Sun, 08 Feb 2026 17:04:13 GMT

@VIP26_ Just a repeat off post 8 so 8 and 10 are the same?

Re: New Sky Fibre

VIP26_ — Sun, 08 Feb 2026 17:05:27 GMT

Thought you or others didnt see the message..

Re: New Sky Fibre

JimM1 — Sun, 08 Feb 2026 17:06:50 GMT

@VIP26_ It's all there for all to see!

Re: New Sky Fibre

VIP26_ — Sun, 08 Feb 2026 17:08:26 GMT

Thats good to know. Again cheers for the responses. Formal complaint. Take good care

Re: New Sky Fibre

TimmyBGood — Sun, 08 Feb 2026 17:43:19 GMT

@VIP26_ wrote:Ps they didnt even give a backup battery if the Landline has issues!!

Just so you're aware, Ofcom only requires ISPs to consider supply of a UPS where the customer is registered as being vulnerable and there isn't adequate cellular coverage in the vicinity of the address.

Re: New Sky Fibre

VIP26_ — Sun, 08 Feb 2026 17:48:38 GMT

Yes aware & Sky is aware too. Thanks for your kind response.

Re: New Sky Fibre

Daisy72 — Sun, 20 Sep 2026 21:09:20 GMT

I have also had nothing but trouble. I had fibre installed 10 days ago and have spent half of that time with either no internet (wire splice at street box failed) , no WiFi, or no internet. My system hasn't worked properly since installation and every operator I speak to tells me, don't worry there is a problem with fibre not being able to cover the whole house but over time it will get sorted. Or you can sign on to 24 mths for the max system which could work better!
I do not want to spend more money, I was offered fibre at no extra cost however seemingly that means actually having a system that doesn't work. At times I haven't been able to watch TV even through a LAN, have my heating system work properly because of WiFi dropping out, no ring door bell due to the same problem, let alone trying to get my phone onto the WiFi. It is a complete shambles. Then I received a text to say everything is great, can't find a problem!!!

no everything is not great, or working properly. And to top it off, when I said can't I go back to the old system I was told no because we are discontinuing it.
everyone I have spoken to has said there are 'teething issues' with fibre, and given me different solutions - get WiFi max? You do have quite a lot of devices! Maybe that's the issue? Well it wasn't an issue before fibre.
I am totally appalled by the whole thing.
please turn your router off and on again! Yeah, it's the 76th time, that will do it.
no idea what to do next.

Re: New Sky Fibre

Chrisee — Mon, 21 Sep 2026 06:49:33 GMT

@Daisy72 your experience sounds to have been seriously frustrating. Hopefully issues with the fibre connection have been resolved. However your other issues sound to be down to the WiFi coverage being worse.

One common reason for this is that your Sky hub has been moved to be close to your new ONT unit. If that applies consider if it is possible to move the hub to a better position in your home ideally on a surface away from other equipment. If the cable linking the hub to the ONT is too short you can easily buy a longer Ethernet cable locally which won't affect the speed.

The alternative is to invest in better WiFi equipment. Sky will supply up to 3 extenders if you pay for their WiFi Max bundle but I can see why you dont want to do that. My own solution was to buy my own WiFi equipment which cost under £100 and gives decent WiFi coverage through out a three level home and has paid for itself