Broadband Failure After Fibre Repair

[deeemjai]

Looking for a bit of advice as we have lost our broadband connection and seem to be stuck in the process of getting it back up and running again with Sky & CityFibre.

We had a new installation of fibre from a telegraph poll in our street in early May - it took quite a while to get an installation date, I think almost 3 months, but eventually it came and everything was working perfectly.

About 10 days later, I got a call from the neighbour, apparenlty the fibre had broken in the middle and fallen into the road between the telegraph poll and our house. No idea how, maybe a bus or a contruction vehicle hit it - it's a mystery.

I spoke to Sky who sent out a CityFibre engineer very quickly, who put in a new fibre to a different telegraph poll. I was in my office working, so he finished the work and told shouted up, told me it was working and left. I then went to check it,  but actually it wasn't working at all.

The router was flashing green, no interent signal. The ONT box was showing all green LEDs like everthing was good. I factory reset the router many times, rebooted the ONT box it many times, but no change at all.

Another call to Sky, and they sent out City Fibre again a few days later. 

CityFibre turned up, and they couldn't work out why it wasn't working- the fibre was up and they could see the ONT on their network. They tried a factory reset on the router, changed the ethernet cable and decided to provision a new ONT as a last resort.

New ONT was a new white style Nokia box, and different to the old one and also behaves differently. They saw the ONT link was up, provisioned it from thier app but it still wasn't working but with a different symptom - a red LED on the router and no ethernet link up. They did not know why this was happening, so replaced it again with another new ONT - same thing happened.

I called Sky, who also had no clear indication what was going on either, and decided they needed to to send a new router. Days later (bank hoilday weekend) and it has arrived and behaves the same - Red LED.

So, currently I have 3 ONT's and 2 routers, and lots of ethernet cables here (Cat 6 and Cat5e), but the ONT box and the router just don't want to link up in any combination

Resetting the ONT with the factory reset results in the ethernet link from the ONT to the router coming up and the light flashing green on the router - but only for the first boot. I've left it for hours but it doesn't seem to make any difference.

If you restart the ONT, when it comes back the ethernet link flashes for a second, then goes out and never comes on -  again, I've left it for hours, This happens every time you restart it, and the router goes red and stays red for every subsequent reboot.

Sky have been very pleasent on the phone and generally responsive, but everyhting takes days to book engineers and ship parts. When I called them this afternoon,  I was told that they cannot escalate the issue as the router wasn't yet delivered on thier system, and by the time it registers, CityFibre will be closed anyway.

I'm at a bit of a loss, so thought I'd open it up here to see if anyone else has any ideas if there is anything I can do. Do I have to let Sky finally come to a conclusion as to what seems to have gone wrong? I assume it is a simple thing on thier side which is telling the ONT we don't have an entitlement of some sort, but seems like we have had to replace so much hardware to get to the point that it would be checked.

Any advice welcome!

[Chrisee]

@deeemjai it would appear to be a configuration issue on the City Fibre network. How full fibre works is the fibre carries all of the traffic for every live connection on the distribution point which with City Fibre can be up to 63 others. The ONT is orogrammed to only pass through the traffic addressed to you. In all if the changes it seems CF has messed up the config somewhere possibly changing the distribution point when the pole change was made. i think it will require CF to sort it once the hub change has been made (it is unlikely but the fault could have been the hub) but the long weekend is delaying things.

You should be compebsated for the  delay (see Customer Auto-Compensation | Sky Help | Sky.com)

but I understand your frustration. Sky's agents can only do what the CF system allows them to do If you hit issues with Sky post again as myself or another forum superuser can escalate you issue to a team who supports the firum but that is pointless if you are getting decent help from Sky already.

[deeemjai · Accepted solution]

Quick update as this was all sorted yesterday.

Sky booked CityFibre in to have another look at the connection and initially they weren't sure exactly what the problem was still. After a few checks of the Fibre, and more head scratching, they couldn't get the ONT box to provision properly and called up the office to have it force provisioned.

After that, everything came online and seems to be working perfectly!

It took a while to get everything solved, but I do have to say, both Sky and CityFibre were very good and responsive throughout - just one of those things, but hopefully this will help if anyone else has a similar problem in future.

Thanks for your reply Chrisee, it was as you expected!