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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 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


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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.

Thanks
Kev
Community Manager

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This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Sky hub equipment not working

Posted by a Sky employee

Hi there @apopo, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Sky hub equipment not working

Posted by a Sky employee

We are still looking to help you @apopo. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

This message was authored by Col1972 This message was authored by: Col1972

Voice light on Amber knocks out Wi-fi too

I have full fibre gigafast but everytume the voice light goes amber it knocks out the wi-fi in the house. It resets if I turn it off at the power and then power back up but not sure why the voice light being Amber affects the wi-fi when that light is green.
This message was authored by Highlinder This message was authored by: Highlinder

Re: Voice light on Amber knocks out Wi-fi too

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

@Col1972  Are any other lights on the router changing colour when this happens? Like the internet light going out and start flashing or does that also stay solid green when it happens?



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This message was authored by Col1972 This message was authored by: Col1972

Re: Voice light on Amber knocks out Wi-fi too

@Highlinder no all the other lights remain green but for the voice light. 

If I run a broadband check from the app it states there are no issues but there is as wi-fi drops out.

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

Re: Voice light on Amber knocks out Wi-fi too

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

@Col1972  Do you have to re-start the router in order to get the Wi-Fi working again or does it just start working again after the voice light goes back to green?



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This message was authored by Col1972 This message was authored by: Col1972

Re: Voice light on Amber knocks out Wi-fi too

@Highlinder I normally re boot as I work from home so rely on the wi fi.  On occasions where it has gone back to green, can only think of 1 occasion, then it does work again.

 

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

Re: Voice light on Amber knocks out Wi-fi too

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

@Col1972 Could you please post your router stats following the link below when this happens again before you re-boot the router if you are able to connect to it.
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 Nina55 This message was authored by: Nina55

Broadband issues dropping constantly ! Amber voice light

We have had constant  issues after installing alleged high speed connection.  It drops out randomly and the Amber voice light is on.  One engineer visit , new router checked everything . Felt it might be router as open reach can use recommissioned routers.  Unfortunately not two attempts to make further appointments .  Issues with making appointments by call handlers managed to make one myself which is now not showing as booked 🤦‍♀️ so wondered if anyone who had this broadband issue might have a solution that worked for them 

This message was authored by Addie15 This message was authored by: Addie15

Re: Broadband issues dropping constantly ! Amber voice light

Posted by a Sky employee

Hi there, @Nina55. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

This message was authored by Cm1200 This message was authored by: Cm1200

Connected with Internet?

I recently switched to sky fibre and since then I had had problems on a semi regular basis. My Internet keeps dropping out without any warning, one minute it's fine, then nothing but trouble. I use the broadband checker and sometimes it finds the problem, but other times it says everything is fine, even though the right hand light on the router is red. The most annoying thing is the WiFi going out, when I check my phone, it says I am connected without Internet. I did not even know that was possible. Sometimes it is like that for hours at a time. Sometimes if I unplug the router and restart it it helps, but that is not guaranteed, and I should not have to keep switching my router on and off to get Internet connection. Can anyone help me with this problem?
This message was authored by Chrisee This message was authored by: Chrisee

Re: Connected with Internet?

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

@Cm1200 the lights on the hub tell you the status of the hub as explained here https://www.sky.com/help/articles/hub-lights-explained-start

 

The right hand light is for the voice service and on occasions you can have a green internet light and an amber voice light and not have an internet connection which happens because tge hub is connected to the exchnage line but a fault in the Sky server managing your connection is stopping traffic. Quickest way around this is to drop the connection for 30 minutes which often gets you onto a different unit.

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

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

Hi,

 

We had Ultrafast installed last Tuesday, but since Saturday the voice light on the router has been amber, and no amount of rebooting or changing of cables will make it gree again. There's no inbound calls being recieved and we can't call out (no dial tone). A handful of times over the week, the box seems to have rebooted itself, but again, the issue remains.

 

I tried raising the problem with the online Service Checker, which texted me to say the issue had be resolved (it wasn't), so I tried again - same story. I then called support, who told me they could "see the issue on the line" and that it would go away within "a couple of hours". Surprise, surprise, it didn't... 

 

What's going on? How do I get someone to sort this problem? We have no phone line for a week and Sky seems utterly unbothered by the problem. Should I just cancel and go back the the old, working broadband service??

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:

Should I just cancel and go back the the old, working broadband service??


Typically there's no route back from Ultrafast to a Superfast product at an address now that new PSTN services are not available on the wholesale market: in particular a copper circuit cannot be reactivated once full-fibre is in place.  Unfortunately you'll need to persist with Sky to get the situation resolved by Openreach.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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