Discussion topic: FTTP: Voice light goes to orange and the internet stops working.

This message was authored by: apopo · ‎05 Feb 2024

I have recently had Sky Broadband installed using fibre prior to these I had Sky Broadband supplied via coaxial since having the broadband unit fitted eat or on an almost daily basis stops working I have repeatedly had problems connecting to the internet using the Broadband system I have the Sky hub you need to which is a black box and most evenings between five and seven the unit will display and Amber colored light on the far right written under these is the word voice this happens most evenings and in the early was the only way to get it working is to switch everything off unplug it wait and then plug it back in it then works fine is There Something I can do myself or is the unit faulty

Moderator note: subject of thread updated to better reflect the conversation

This message was authored by: KevNewMedia · ‎04 Apr 2024

Hi Everyone

Thank you for much for making us aware of this problem.

As posts were spread across the Community, it's something that we hadn't noticed until it was brought to our attention. I've brought together the posts to this thread, and therefore the thread might look at a bit out of sync.

I'm going to mark this post as answered, so people can get to the most up-to-date information quickly. This doesn't mean the problem is fixed. When we have more information to share, we will do, and thanks again for letting us know about the problem.

EDIT: 11/9

We have a new version of firmware available that is going through trials. Once we are in a position to do so, we will release this to everyone's hubs. If you'd like to try the software now, you can fill in this form, and we will update your router.

Thanks
Kev
Community Manager

View this Answer within the discussion

This message was authored by: CJWALES82 · ‎18 Apr 2021

The voice display on the router when orange meaning the signal was hit and miss, the modem cable comes from the kitchen for about 5 meters to the living room where the router is based could that be damaged or what possible issue could it be any help gratefully received

This message was authored by: Highlinder · ‎18 Apr 2021

Is the internet light green or amber?

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This message was authored by: cookiemonsteruk · ‎18 Apr 2021

@CJWALES82

I am assuming that you have sky internet calls that require the phone to be connected to the router ?

Can you post your router stats ?

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

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Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

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This message was authored by: CJWALES82 · ‎18 Apr 2021

Green but the signal is shocking and programmes and everything struggling to load you tube bbci everything really

This message was authored by: cookiemonsteruk · ‎18 Apr 2021

@CJWALES82

Can you post your stats as detailed above

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Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up

This message was authored by: CJWALES82 · ‎18 Apr 2021

I'm not currently home but will do in an hour or so cheers when out to buy a new modem cable incase that was the issue don't know if that wil improve it

This message was authored by: Highlinder · ‎18 Apr 2021

I take it you are using a longer cable to that you can have the router in the place you want it. I take it that the cable you did buy was an rj11 to rj11 cable?

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This message was authored by: CJWALES82 · ‎18 Apr 2021

Yeh longer cable to allow me to have the router away from the master socket

This message was authored by: CJWALES82 · ‎18 Apr 2021

It says the voice is disconnected on the hub

This message was authored by: CJWALES82 · ‎18 Apr 2021

The phone line is down as well hence it won't work

This message was authored by: cookiemonsteruk · ‎18 Apr 2021

@CJWALES82

At the bottom of that page "show statistics" if you can copy and paste

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Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up

This message was authored by: cookiemonsteruk · ‎18 Apr 2021

@CJWALES82

Just wondering what your minimum speed guarantee is ? If that is sogea single use then you should be closer to 80Mbps

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Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up

This message was authored by: CJWALES82 · ‎18 Apr 2021

This message was authored by: cookiemonsteruk · ‎18 Apr 2021

@CJWALES82

That is too blurry on my device to read. Can you log on again and copy and paste. Also what is your minimum speed guarantee ?

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up

Discussion topic: FTTP: Voice light goes to orange and the internet stops working.

FTTP: Voice light goes to orange and the internet stops working.

Re: FTTP: Voice light goes to orange and the internet stops working.

All Replies

On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

Re: On the new sky hub there is a solid orange light on voice part of the router display

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