Bad experience on-going with FTTP migration

[Artiv]

First time Sky customer here. In November we ordered an Ultrafast package, migrating our existing working Zen FTTP.

We got an activation date of 10th December. Nothing happened that day, but 3 days later our Zen FTTP turned off and we got a text from Sky saying we'd been activated. Plugged in the router and no green internet light (power light and WiFi light on). ONT power, optical and Lan1 lights all on. 

8 days later and we're still in the same state. Openreach apparently say there is no problems their end, Sky network team also not seeing any issues.

Sky have today arranged for an Openreach engineer to visit on Wednesday after Xmas, which is obviously massively disappointing.

I'm wondering though, does the fact we're not seeing any red lights and green Lan1 on the ONT suggest a Sky network issue rather than Openreach? 

[Chrisee · Accepted solution]

@Artiv the issue could be at the exchange where Sky's network interfaces with the Openreach passive network or more likely that the ONT ID has not been picked up correctly.

Openreach use a passive optical network which shares the connection for up to 32 lines. The ONT only accepts data intended for you rather than to other lines so the system needs programming correctly. You have been very unlucky.

[Artiv]

Delighted to say our Internet is fixed!

We did kick up a bit of a fuss with Sky support in the end, and managed to get an Openreach appointment for this Saturday afternoon. Internet came on around midday. Openreach did phone us just now to make sure it's all ok, and explained it was due to the older style ONT we had (a Huawei model) not updating with the new build from a new ISP. He said they just needed to give it a kick start to get it to see the new connection. I don't know full technical details but just happy to have it back for Christmas 😊