topic Re: Broadband Installation Failed? in Broadband

Broadband Installation Failed?

CJW7 — Fri, 13 Mar 2026 09:12:28 GMT

Ive looked for an answer but can't quite find what I need.

we had fibre broadband installed yesterday (we have been with Sky for years), the engineer installed to OTP box (?) and left. As soon as he got in his van we received a text to say that we were activated. He did say that it could take a few hours to come online.

we are now on the next day and we still don't have internet. The LOS light on the box has been red since. I've tried all of the resets etc but still nothing.

its my understanding that we should be online by now...am I correct?

Re: Broadband Installation Failed?

JimM1 — Fri, 13 Mar 2026 09:46:20 GMT

@CJW7 You are correct, OR / Sky have until 11.59pm to switch it all over, and the RED LOS is the worst connection light failure? You need to call sky to get this sorted now, was it an OR Engineer who swapped you over because if so that is NOT good....

Re: Broadband Installation Failed?

CJW7 — Fri, 13 Mar 2026 10:11:41 GMT

Thanks for responding. It was a Sky engineer who came yesterday to make the installation. I believe my OH has been in touch to arrange another engineer visit (tomorrow) which Sky have said we will have to pay for, which I find slightly ridiculous, but good to know the fault appears to lie with them and is not something that we are doing wrong.

very frustrating.

Re: Broadband Installation Failed?

JimM1 — Fri, 13 Mar 2026 10:19:56 GMT

@CJW7 LOS is down to the Fibre connection from your Home to the Exchange, there is a lot of sugar that goes on in the background for it all to happen, but LOS there is NO light on the Fibre at all or the signal is so weak to cause that condition, if you had said the PON was flashing way different, and if the sky Engineer is full trained he should have sorted it all out rather than doing the escape act and leaving you high and dry!

NO WAY you should be paying for ANY visit at ALL!

Re: Broadband Installation Failed?

TimmyBGood — Fri, 13 Mar 2026 11:23:24 GMT

@CJW7 wrote:

the engineer installed to OTP box (?)

ONT : Optical Network Terminal (internal powered box)

CSP : Customer Splice Point (external passive enclosure)

Re: Broadband Installation Failed?

TimmyBGood — Fri, 13 Mar 2026 11:15:04 GMT

@CJW7 wrote:

I believe my OH has been in touch to arrange another engineer visit (tomorrow) which Sky have said we will have to pay for, which I find slightly ridiculous,

I'd think that's because it's a Saturday appointment.

Re: Broadband Installation Failed?

CJW7 — Fri, 13 Mar 2026 11:22:29 GMT

I assumed that the issue was them flipping a switch and activating the account or whatever yesterday, and that's why we patiently waited but as the day went on it became clear that wasn't going to happen.

It's not the end of the world but trying to get a resolution to these things with Sky is never straightforward and as we approach the weekend it's now looking like it could be days without the net, which isn't great. Far too heavily reliant on it not to be an issue- even the tv is net based!
I appreciate the help.

Re: Broadband Installation Failed?

CJW7 — Fri, 13 Mar 2026 11:26:26 GMT

It doesn't matter how many posts I've read (some by yourself) over the last twenty four hours...I seem to be incapable of remembering those three letters!

I understand the weekend appointment charge but if the issue isn't down to our misuse or error it seems cheeky to ask us to pay it when the failure is theirs.
thanks for your response- I appreciate it.

Re: Broadband Installation Failed?

JimM1 — Fri, 13 Mar 2026 11:32:46 GMT

@CJW7 It is kind off like you said, but when the ONT is installed, one (1) the Power / Pon are to be solid Green that shows the path on the ONT is good to the Exchange and the ONT is all setup, then the Lan connection as soon as the Hub is connected it goes Green also and start's to flash when both the ONT/Hub start talking to each other....

Starting off RED LOS then the sky Engineer should not have said the system was active yet and had the copper switched off but sugar happens.....

So you are currently in a Failed Activation and more than likely that is going to take an OR Openreach Engineer to sort it all out.... Your ONT might just be faulty, the fibre cable may be faulty / the splice connection may be faulty etc etc many parts to be looked at!