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

[Robbo0410]

@theglove78 nope there's no solution if your looking to complain about it I honestly wouldn't bother either, all Sky do is escalate it to Openreach, it's not Openreach's problem.... Then they'll suggest replacing the router and arranging a follow up call to see if the issue has been fixed, you could try and get out of your contract and not pay an early termination fee but again that is very difficult as I've tried, so unless your contract is nearly up I'd just ride it out and put up with the frustration 

[LeanneThornton]

Aarrgggghhhhh.  Wish I could get out of the contract! Have months left 🫠

I reset mine everyday 🙄

[Megahard]

I just found this thread after posting a new discussion. I upgraded my Sky broadband to full fibre ultrafast 500mbp about 5 months ago. I'm happy with the speed but around once or sometimes twice a month I would lose complete internet connection. All lights on the ONT box will remain green but the far right voice light on my sky router will turn amber. The only way to resolve is to restart the ONT box by powering off for a minute before turning back on. Internet will reconnect after a few minutes. This week it's happened on 2 occassions which is quite frustrating as I work from home. Could this be a faulty ONT box? Has anyone managed to resolve this issue with a permenant fix?

[Robbo0410]

@Megahard Sky don't have a solution for this it's been going on for ages now, there's no issue with your ONT, if it was faulty all the lights wouldn't be on, mines the same when the voice light changes to amber

[Graz1964]

Hi, I am also experiencing this issue, the moment the Voice Light goes amber, connection is lost to the internet.

has any thing been done about this.

thanks

graham

[Chrisee]

@Graz1964 the issue is caused by a fault with the Sky server you are currently connected to but given there are up to 6 million customers connected a few server ports are going to have issues at any one time. Sky do repair the units but they are in different locations around the country so it takes a few days. 

The advice is to power down you hub for an hour which should mean you connect to a different unit when you reconnect.

[1NickAJ]

The only solution that has provided a reliable solution has been to replace the sky router with an Asus unit. 

I've had this for three months now and as far as I'm aware the internet has only disconnected once and then it reconnected automatically. 

I don't use the telephone port as my phones are all VOIP.

Shouldn't need to take this drastic action but I needed a reliable connection that didn't need someone to manually switch off the router to reconnect. 

[Megahard]

@Robbo0410Thanks for the reply. This is completely unacceptable considering it's happening to so many users for such a long period of time. I think a complaint needs to be made to Ofcom. Anyone aware if this has been done?

[LeanneThornton]

I don't know but agree it needs to be done! So many people with issues 

[LeanneThornton]

It doesn't work! 

[earnhardt]

Ok , I have a so called fix for this from a top Broadband Tech at Sky , I have tried it so far for 3 weeks and so far so good , I'm not going to say what the fix is yet until I've had a good 5 or 6 weeks testing , Sorry but dont what everyone to go gung ho and try it then it not work . Watch this space.

[Megahard]

@KevNewMediaHas there been any update to this issue? I've been having this problem ever since I got upgraded to Ultrafast 500 package around 5 months ago. I've been getting the dreaded router Voice amber light with loss on internet at least once a month. However it happened twice in a week so the problem appears to be getting worst. The workaround is a reboot of my ONT box and internet reconnects within a few minutes after the ONT box comes back online. This is very frustrating especially when I'm in a middle of a Teams/Zoom call.

[KevNewMedia]

Hi @Megahard & everyone

I'm really sorry that this issue continues for some customers. Our support teams continue to work on the problem. As soon as I have something I can share, I certainly will, and thanks again, everyone, for your patience.

[Leigh+W]

I'm having this exact same issue, the voice light goes orange and wifi drops out. I moved recently from Virgin as their customer service was dire. In hindsight I should have put up with their service as the broadband itself was 100% reliable, whereas my Sky drops out on a regular basis (at least once a week). Not much use if you're on holiday and your cctv relies on it!

Come on Sky, this is appalling!

[Jonesy52]

Sky router has orange voice light and internet light keeps flashing orange and then stops, so currently no wifi. Sky engineer only can come in 5 days time. Its happened before then miraculously sorted itself out the night before the engineer came out. Is there anything I can do to try fix it my end with such a long wait for sky to help!?