Broadband issue

[Skyeswanson22]

 

 

I've received my hub in post today and I only have power cable and Ethernet. We have an open reach port but Ethernet won't fit, I bought a micro filter but Ethernet now doesn't fit in that either.

I don't know what to do next, any help is appreciated. 

[TimmyBGood]

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@Skyeswanson22 wrote:

We have an open reach port but Ethernet won't fit, I bought a micro filter but Ethernet now doesn't fit in that either.

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OK, ethernet cable (RJ45 plug) isn't expected to fit a microfilter: that has sockets for RJ11 (data) and BT 431A (voice).

Could you post a full front and rear image of the big white Openreach box as I'm struggling to identify it?

Typically Sky supplying a Broadband hub with an ethernet cable indicates they are provisioning broadband over FTTP, but I don't think that box is an ONT.

[TimmyBGood]

@Skyeswanson22 

The TalkTalk letter would also seem to be a clue that your Sky broadband is going to be FTTP rather than using the existing copper cabling...

[Skyeswanson22]

 @TimmyBGood this is it

ive just come home after buying an rd11 cable and my Wi-Fi light is on the box but no internet light? Any idea

[TimmyBGood]

@Skyeswanson22 

OK: that's an ONT, although not a model I recognise.  If Sky are provisioning their broadband over FTTP, as seems likely, the ethernet cable goes from LAN1 on the ONT to eth4 (WAN) on  the Sky Broadband Hub.

However that looks like a really nasty bend on the inbound fibre, and hair-thin glass really doesn't like being bent...

[Skyeswanson22]

Its still not working, power and Wi-Fi light both on but no internet 😞  I keep trying to fix the problem but doesn't seem to work. I don't even know what to try next

[TimmyBGood]

@Skyeswanson22 

Ah, it's this ONT:

[TimmyBGood]

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@Skyeswanson22 wrote:

Its still not working, power and Wi-Fi light both on but no internet 😞  I keep trying to fix the problem but doesn't seem to work. I don't even know what to try next

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Is today scheduled to be your Sky broadband activation date?

If Sky are aiming to provision over FTTP but that fibre-optic cable is broken, it's just not going to work without a physical repair.

ONTs really aren't supposed to free-floating: the wall-mount is intended to stop strain being exerted on the optical cabling.

[Skyeswanson22]

Yes today is activation and we got a text to confirm it's activated this morning. 

if the cable is broken will I need to contact bt then?

sorry this is all just so confusing for me!

[TimmyBGood]

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@Skyeswanson22 wrote:

if the cable is broken will I need to contact bt then?

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You contact Sky and they book a visit from Openreach (which is a division of BT but isn't now allowed to use BT branding, and provides infrastructure support for most UK ISPs)

[jamesn123]

@Skyeswanson22 

Just to clarify, your router should not connect to the telephone socket anymore that is redundant. You need to connect the hub to the white Openreach ONT using an ethernet cable from Port 4 on the hub to Port 1 on the ONT. If this doesnt work you need to report a fault to Sky.