topic Engineer visited - not helpful. Can you help please? in Sky Q

Engineer visited - not helpful. Can you help please?

MaisieK — Sat, 24 Feb 2024 09:07:30 GMT

Hello

I've moved into a house where the OTN is shared across the development. My provider is See The Light. My internet is working. Sky came out to set up my Sky q box. He's got it working so I can watch it but not connected to the internet to watch anything like Netflix. He said it was plugged in but not working and left. What on earth am I supposed to do? He plugged in something from the router to the phone socket and said that might be broken. Unfortunately he walked in saying 'I bet this won't work' 👍. Do I need to call somebody out?

Re: Engineer visited - not helpful. Can you help please?

TimmyBGood — Sat, 24 Feb 2024 09:27:49 GMT

@MaisieK

Unfortunately there's not a lot of experience with STL installations in this forum, but as Sky owns STL they really should have some idea.

A 'shared' ONT at an address isn't a problem, but multiple routers or more than one Q installation might well be.

Re: Engineer visited - not helpful. Can you help please?

MaisieK — Sat, 24 Feb 2024 09:33:15 GMT

Thanks so much. Even tho STL is part of Sky he just didn't want help. It's always a shame to get the jobsworth one. Ah well... so the network in terms of the development is fine. So it's an issue in my property.
This might seem an obvious question but - I only pay for broadband and not calls. So might the socket where a phone would plug into, not be active? It might just be that isn't working but no idea how/who to check it.

Re: Engineer visited - not helpful. Can you help please?

TimmyBGood — Sat, 24 Feb 2024 09:35:08 GMT

@MaisieK

The only socket it's appropriate for a Q box to be connected to is an ethernet port for network and internet access.

Re: Engineer visited - not helpful. Can you help please?

TimmyBGood — Sat, 24 Feb 2024 09:40:06 GMT

@MaisieK

Photographs of the setup would be useful if the forum will let you post them: the rear of the box, the wall socket and the internet router if the property has one.

For internet access on existing devices, are you just usual WiFi?

Re: Engineer visited - not helpful. Can you help please?

Anonymous — Sat, 24 Feb 2024 09:45:44 GMT

@MaisieK wrote:
Thanks so much. Even tho STL is part of Sky he just didn't want help. It's always a shame to get the jobsworth one. Ah well... so the network in terms of the development is fine. So it's an issue in my property.
This might seem an obvious question but - I only pay for broadband and not calls. So might the socket where a phone would plug into, not be active? It might just be that isn't working but no idea how/who to check it.

Perhaps try STL themselves via the contact form:-

https://www.seethelight.co.uk/contact

Re: Engineer visited - not helpful. Can you help please?

TimmyBGood — Sat, 24 Feb 2024 09:52:19 GMT

@Anonymous

Judging by their remarkably unhelpful FAQ, probably not ; )

Re: Engineer visited - not helpful. Can you help please?

Anonymous — Sat, 24 Feb 2024 09:51:14 GMT

@TimmyBGood wrote:
@Anonymous

Judging by their remarkably unhelpful FAQ, probably not ; (

Yes, I did notice that and thought it prudent to not mention 😉

Re: Engineer visited - not helpful. Can you help please?

MaisieK — Sat, 24 Feb 2024 10:39:25 GMT

Thank you! I have sent them a contact form. Let's see if anything happens!

Re: Engineer visited - not helpful. Can you help please?

Chodley — Sat, 24 Feb 2024 10:55:02 GMT

There shouldn't be anything connected to any traditional phone socket. The broadband and TV are all delivered over a fibre optic connection aren't they?

So did he connect your Q box to your router?

Edit: oh hang on, do you meant a shared "ONT"? So there's one router for multiple properties, and you just have what, an ethernet socket in yours? When you say phone socket are you sure it wasn't RJ45?

Re: Engineer visited - not helpful. Can you help please?

MaisieK — Sat, 24 Feb 2024 10:44:23 GMT

I shall try to attach a photo! Ok. So it's all fine for internet on other devices.
The sky man then attached the cable top left (telephone type) and into the router. He said that socket might not be working and left.

This is what he did at the back of the TV. God knows what the random bit of wire is

Re: Engineer visited - not helpful. Can you help please?

Chodley — Sat, 24 Feb 2024 10:55:33 GMT

Photos will appear once approved, don't worry.

Re: Engineer visited - not helpful. Can you help please?

MaisieK — Sat, 24 Feb 2024 10:56:31 GMT

I'm getting this message:

Re: Engineer visited - not helpful. Can you help please?

MaisieK — Sat, 24 Feb 2024 10:58:41 GMT

Ok so yes it's an OTN but we have our own routers in the houses.
I don't know what an RJ45 is 😂. I said telephone socket because it looked like one. Oh my goodness 🤦🏻‍♀️

Re: Engineer visited - not helpful. Can you help please?

GD1 — Sat, 24 Feb 2024 11:03:10 GMT

@Chodley Images approved 🙂

Re: Engineer visited - not helpful. Can you help please?

Chodley — Sat, 24 Feb 2024 11:05:38 GMT

Yeah a phone socket RJ11 looks very similar but is a bit smaller (and the old BT ones most people have were thinner and wider)

Re: Engineer visited - not helpful. Can you help please?

TimmyBGood — Sat, 24 Feb 2024 11:13:05 GMT

@MaisieK

I'd suggest the Q box ethernet cable needs to be plugged into an ethernet socket on the rear of your own router, not the ethernet wall port.

Re: Engineer visited - not helpful. Can you help please?

Chodley — Sat, 24 Feb 2024 11:15:17 GMT

Yeah that's possibly a socket for a different service, maybe phone, but does look like RJ45 - and he's plugged in an ethernet cable. Hmm, is this maybe connected to ethernet that is hooked up between other rooms like where the TV is, so he's connecting (or hoping to connect) the sky box to the router via that?

The box below it is an Optical Network Terminator though (you can see the fibre optic cable plugged into it, the yellow one with the green plug) so you have your own. Not sure what is shared. But that's normal. That's the same as I have with my fibre provider.

Re: Engineer visited - not helpful. Can you help please?

TimmyBGood — Sat, 24 Feb 2024 11:15:48 GMT

@MaisieK

At the moment you're effectively just guessing that the two wall ports form a continuous link: if they don't then the Q box won't find a network connection

Re: Engineer visited - not helpful. Can you help please?

Chodley — Sat, 24 Feb 2024 11:27:32 GMT

suspect the spare cutoff wire is a 2nd satellite feed cable from the Q, not used in your setup where you have that SCR box on the wall with the optical connection out to a shared dish.

One way to test if your ethernet is connected behind that wallplate would be to move the router to the TV room and plug its red cable in to the socket the Q is attached to, and at the other end connect that grey cable into the ONT where the red cable currently goes

if it's wired up behind the walls, the router should be able to reconnect to the internet.

also, you should be able to just use wifi from the Q to the router if the signal is strong enough, and not need ethernet at all but I always recommend using ethernet if you can. So much more stable.