Alarm light is red on ont & voice light is orange on router

[Nic91]

Alarm light is solid red on ONT full fibre socket.  Have turned off and on several times but red light remains on..

also the vouce light is orange on the router

[Chrisee]

@Nic91 the red light on the ONT needs invvestigating so I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[cookiemonsteruk]

@Nic91 

The alarm light suggests the battery backup unit on this older ont isn't charging.  Openreach don't use these ont's any more so best request a new one

[Nic91]

• We only had Sky installed earlier this year so I expect the kit to be new, how do I order a new one?

[cookiemonsteruk]

@Nic91 

Was the ont itself already in situ?

I notice this has been escalated to sky for an online chat so keep an eye on this forum for a red and blue chat bubble

This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Nic91]

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[cookiemonsteruk]

@Nic91 

The image posted is a more recent model without a battery back up unit.  So it has a different meaning

Possibly a failed firmware update.  

Wait for the chat session or

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

[Nic91]

@Chrisee I still haven't been contacted by Sky. We still have the issue, I've used the help function on the app to test the signal and it says there isn't an issue buf there is because the alarm light is red on the ONT and we cant connect to wifi. 

[Chrisee]

@Nic91 not dure why the first escalation wasn't picked up but I have escalated your latest post.

[Nic91]

Thank you @Chrisee 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Nic91.