163

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

Reply
This message was authored by apopo This message was authored by: apopo

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

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


Best Answers
This message was authored by KevNewMedia This message was authored by: KevNewMedia Answer

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

Posted by a Sky employee

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.  We've passed the information to our support teams for investigation.

 

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 18/7: Our support teams continue to work on this problem. The issue doesn't impact everyone, making a bit more difficult to understand the root cause. As soon as I can update everyone, I certainly will and thank you for your continued patience.

Thanks
Kev
Community Manager

View this Answer within the discussion

Reply

All Replies

This message was authored by CJWALES82 This message was authored by: CJWALES82

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

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 This message was authored by: Highlinder

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

Posted by a Superuser, not a Sky employee. Find out more

Is the internet light green or amber?



If someone has helped give them Like.

If you have found this solution helpful please tick this as the answer.
This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

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

Posted by a Superuser, not a Sky employee. Find out more

@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...

----------------------------------------------------
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 This message was authored by: CJWALES82

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

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

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

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

Posted by a Superuser, not a Sky employee. Find out more

@CJWALES82 

 

Can you post your stats as detailed above

----------------------------------------------------
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 This message was authored by: CJWALES82

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

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 This message was authored by: Highlinder

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

Posted by a Superuser, not a Sky employee. Find out more

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?



If someone has helped give them Like.

If you have found this solution helpful please tick this as the answer.
This message was authored by CJWALES82 This message was authored by: CJWALES82

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

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

This message was authored by CJWALES82 This message was authored by: CJWALES82

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

It says the voice is disconnected on the hub 

Screenshot_2021-04-18-13-32-45-985_com.android.chrome.jpg

This message was authored by CJWALES82 This message was authored by: CJWALES82

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

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

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

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

Posted by a Superuser, not a Sky employee. Find out more

@CJWALES82 

 

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

----------------------------------------------------
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 This message was authored by: cookiemonsteruk

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

Posted by a Superuser, not a Sky employee. Find out more

@CJWALES82 

 

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

----------------------------------------------------
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 This message was authored by: CJWALES82

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

Screenshot_2021-04-18-13-47-46-295_com.android.chrome.jpg

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

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

Posted by a Superuser, not a Sky employee. Find out more

@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
Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 4 hours

New Discussion