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

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This message was authored by qsvdfhsrdcervthst This message was authored by: qsvdfhsrdcervthst

Re: Service installed 10 days ago. Amber voice light for a week. No help from Sky?

Ah, that explains why Sky seem to be resting on their laurels in getting the problem resolved then - I have zero recourse beyond moving to cable-based services for everything??

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Service installed 10 days ago. Amber voice light for a week. No help from Sky?

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

@qsvdfhsrdcervthst wrote:

- I have zero recourse beyond moving to cable-based services for everything??


PSTN reached stop-sell nationally in September last year, so ISPs cannot order PSTN voice service either as new provisioning or a 'reconnection'.  If your Ultrafast order involved the fitting of FTTP, that's now the only circuit which Openreach / BT Wholesale will sell service over or maintain going forwards.

 

Alternative provision would be from Virgin or an altnet full-fibre ISP laying its own infrastructure: Openreach are obliged to resolve your current issue but their timescale for doing so is entirely unpredictable, and as a subscriber you can only talk to Sky as the ISP, not Openreach directly.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Service installed 10 days ago. Amber voice light for a week. No help from Sky?

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

I should clarify one point I raised above: it is possible to order a Superfast speed product (40Mbs or 80Mbs) over an FTTP circuit capable of gigabit Ultrafast.  What's typically not possible is a return to the physical FTTC connection.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Andrew7234 This message was authored by: Andrew7234

WiFi

WiFi signal drops but broadband connection is fine. Fourth on right light named 'voice' turns amber 

This message was authored by Highlinder This message was authored by: Highlinder

Re: WiFi

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

@Andrew7234 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...



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This message was authored by Andrew7234 This message was authored by: Andrew7234

Re: WiFi

Trying to share but won't let me post photos says I don't have rights 

This message was authored by Andrew7234 This message was authored by: Andrew7234

Re: WiFi

Andrew7234_0-1710193832378.png

 

This message was authored by Andrew7234 This message was authored by: Andrew7234

Re: WiFi

Got it now 

This message was authored by Highlinder This message was authored by: Highlinder

Re: WiFi

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

@Andrew7234  Did you reset the router yourself or did it powercycle?



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This message was authored by Andrew7234 This message was authored by: Andrew7234

Re: WiFi

Did a reset myself last week 

This message was authored by Highlinder This message was authored by: Highlinder

Re: WiFi

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

@Andrew7234  The next time it happens do not reset the router right away. Could you then post the router stats again to see if there is a drop in the connection. This will give the community a better idea of what is going on.



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This message was authored by MD3 This message was authored by: MD3

Internet Drops out on FTTP Service

I've upgraded to Sky Broadband Ultrafast 1, FTTP install, and since it was installed 6-8 weeks ago, at least twice a week I lose complete internet.  first few times, I rebooted the router, solved the issue.  I rang the sky support team, they said it was a settling issue, and shoudl reboot the fibre box instead.  I did that the next few times.  It is still happening.  

There is no pattern to it, middle of the day, evening, night.  the family using the intenet, no one in the house.  

A reset of either the OR ONT or Sky Router fixes the problem.  Syslog from the sky router shows this.

 

 10:35:38 syslog: TR69: Connect to Production ACS
 10:35:38 syslog: TR69: Connection to ACS Complete
 10:35:50 syslog: TR69: Close ACS Connection
 10:39:36 syslog: WAN IPV6 UP
 10:50:05 syslog: [626443.416000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:50:06 syslog: eth3.1 - WAN link DOWN.
 10:50:06 syslog: DHCP lease expired from server. Connection DOWN.
 10:50:07 syslog: [626445.445000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
 10:50:11 syslog: Voice IP Connection Down
 10:50:14 syslog: Voice Disconnected
 10:55:55 syslog: [626792.654000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:55:55 syslog: sky dhcpc client (v0.0.1) started
 10:56:01 syslog: sky dhcpc client (v0.0.1) started
 10:56:21 syslog: [626818.820000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
 10:56:21 syslog: sky dhcpc client (v0.0.1) started
 10:56:24 syslog: [626821.847000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:56:24 syslog: sky dhcpc client (v0.0.1) started
 10:56:26 syslog: [626823.859000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
 10:56:26 syslog: sky dhcpc client (v0.0.1) started
 10:56:29 syslog: [626826.884000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:56:29 syslog: sky dhcpc client (v0.0.1) started
10:56:34 syslog: [626831.916000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
10:56:34 syslog: sky dhcpc client (v0.0.1) started
10:57:04 syslog: sky dhcpc client (v0.0.1) started
10:57:11 syslog: eth3.1 - WAN link UP.
10:57:11 syslog: Received valid DHCP lease from server. Connection UP.
10:57:11 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: (removed)
10:57:21 syslog: WAN IPV6 UP
10:57:21 syslog: Voice IP Connection Up: (removed)
10:57:21 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: (removed)
10:57:21 syslog: TR69: Connect to Production ACS
10:57:21 syslog: TR69: Connection to ACS Complete
10:57:31 syslog: TR69: Close ACS Connection
10:57:32 syslog: Voice Configured
10:57:36 syslog: Voice Initialized
10:57:36 syslog: Voice Connecting
10:57:37 syslog: Voice Connected

Issue seen at 10:55 today.  Reset the ONT at 10:56.  Seems to have happened at 1050.

 

Any help or guidance on this issue?

 

Moderator note: Removed personal/identifiable details

This message was authored by Chrisee This message was authored by: Chrisee

Re: Internet Drops out on FTTP Service

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

@MD3 what happens to the leds on the ONT and hub when the connection is lost?

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by MD3 This message was authored by: MD3

Re: Internet Drops out on FTTP Service

On the sky hub voice led changes amber. No other lights change. And the ont has no red lights on it. It's like it just stops communicating somewhere. The logs don't show anything else other than what I've put in the original post

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Internet Drops out on FTTP Service

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

@MD3 

What do you have connected to ethernet port 4 of your Sky hub? The ONT?

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
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