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

[Gdog77]

@KevNewMedia Hi Kev,  I've have had the issue detailed in the discussion, lost connection yesterday, reconnected this morning. Is there any update on the fix that Sky are working on? Thanks Mark. 

[Chris+Wileman]

so glad i have found this thread had the same issues now for over 12 months ,sky engineer visits plus new router fault occurs 3 or 4 times a month any time of day last time 09/09/24

[John+Wrigs]

Since I moved to Sky Ultrafast broadband 3 months ago this has happenned to me twice.

It is a little confusing when the Voice light is orange but there is no internet.

I reset the router and initially there was no change.  10 mins later the Voice light went to green and all was OK.

What is the best approach here?  Just a router reset.

On My Sky there didn't seem to be an issue with the WI-Fi ! It reported that the service was fine.

[Woodroe]

I just unplug the ethernet cable that goes into the router rather than doing a full router re-set or switch-off, as this seems to get me back online quicker and has always resolved the issue (until the next time it happens!). Either way you have to manually unplug/reset something with this issue, it doesnt seem to right itself if left alone, as with some other Internet drop-outs.

[KevNewMedia]

I know it's been some time getting to this stage, we apologise for this and appreciate everyone's patience, perseverance and time, coming here to let us know what's been going on.

I've updated the marked answer for this thread and would like to make sure everyone who's subscribed to it, see's this update.

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.

[TimTim22]

@KevNewMedia 

2024 00:11:33 syslog: WAN IPV6 UP
00:22:13 syslog: WAN IPV6 UP
00:22:29 syslog: No lease renewal received
00:22:32 syslog: eth3.1 - WAN link DOWN.
00:22:32 syslog: DHCP lease expired from server. Connection DOWN.
00:22:40 syslog: eth3.1 - WAN link UP.
00:22:40 syslog: Received valid DHCP lease from server. Connection UP.
00:22:40 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [information removed]

Moderator note: personally identifiable information removed

[TimTim22]

@KevNewMedia 

Sorry something went wrong with above post.

Kev would you know what the latest firmware version is for our routers or does this beta firmware have a version number.

I ask because I had the problem every week where the orange light would come on. But over a month ago my connection dropped and I had no interent for around 15 minutes even after rebooting.

Since then my connection has never dropped. I have been checking my router stats every few days and all WAN LAN and WIFI where showing over 800hours. Thats well over a month.

However this morning I checked my router stats and the WAN was showing 4 hours. My connection dropped early hours but what was different this time was the connection automatically renewed itself within a minute or so. Here are the stats

2024 00:11:33 syslog: WAN IPV6 UP
00:22:13 syslog: WAN IPV6 UP
00:22:29 syslog: No lease renewal received
00:22:32 syslog: eth3.1 - WAN link DOWN.
00:22:32 syslog: DHCP lease expired from server. Connection DOWN.
00:22:40 syslog: eth3.1 - WAN link UP.
00:22:40 syslog: Received valid DHCP lease from server. Connection UP.
00:22:40 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [information removed]

I am trying to work out what has actually happened to my connection. Has something been updated in the exchange or has my router updated? Knowing this might help others because I think the orange light issue is not down to same issues.

Thanks

Moderator note: personally identifiable information removed

[KevNewMedia]

Hi @TimTim22 

I don't have the version that fixes the issue, however our help files showing that it will be 7.03.0704.R or above 👍

[earnhardt]

@TimTim22 

My current router ( old one ) version is 7.03.0760.R 

SKY sent me a new Router ( again ) and it had a higher version on it but it suffered more orange light episodes than my current one , so I swapped them back.

Lets wait and see if the update solves it , its only been 12 months.

[TimTim22]

@earnhardt 

I'm on the same firmware as above and the connection has changed somehow. But I'm going too rule out firmware update as you just confirmed we are on same firmware and you still have problem.

So maybe something was updated in my area. 

Also I mentioned before I use another router as an access point. This always use to be set at 192.168.0.100 and I set my Sky router as the DHCP server up to ips 192.168.0.99

What I done differently is set my access point to 192.168.0.2 and set the sky router to start ip address from 192.168.0.3. I did this after a factory reset of the sky router. Not saying this is anyway affected the connection but maybe there is a bug somewhere. Maybe for someone to try. 

[John+Wrigs]

I spoke to Sky today as I lost voice and Internet again this morning.

They wanted me to use an ethernet cable to connect the open reach internal box to the Sky router instead of the white optical cable the open reach engineer used.

Does this make any sense to anyone as a possible solution to this issue particularly when I have been reading about firmware updates this afternoon on some of the recent posts on this topic 

[earnhardt]

I was never given an optical cable only a normal RJ45 network cable .

[BettyBoop65]

It says I have to sign into the 192 site for maintenance and I dont know with what

[Megahard]

@BettyBoop65The 192 site would be the admin page to your Sky router/hub. Follow the steps below:

• Type https://192.168.0.1 in a browser address bar and hit enter (When typing the address, ensure you use https and not http).

• If you see the on-screen message, Your connection is not private

• Click on Advance followed by Proceed to 192.168.0.1 (unsafe)

Enter the login in details for the hub.

• Username: admin

• Password: can be found on the sticker on the back of your hub next to the title GUI password

• You’ll also find the password on the keep me safe card that came with your hub next to Admin password.

[JasonW1970]

Had this issue twice in the last week. Last Thursday I had the amber voice light. Ran Sky support and had to do a hard reset. This removed the amber  voice light completely (only 3 green lights). It gave some connectivity back - my fire tv was connecting and streaming, but my Sky Q book wasn't. Also, apps like facebook could connect to the internet, but no emails and no connection via a browser. All very odd.

I had to listed to a 5 minute lecture on the evils of Alexa smart speakers (and how they were strangling the bandwidth). In my opinion this was just a Sky diversionary tactic as their online support doesn't really understand the issues at hand. 

Had the issue again yesterday, another hard reset, limited internet all evening, but have 4 green lights this morning (for how long - who knows).

My firmware is at 7.03.0704.R. 

Looking at all options, with one of them going to Ofcom and trying to cancel my contract. 

Also, I have elderly in-laws at home, with no 4G coverage, so the landline is very important. I'm sure somewhere I was told by Sky that in the event of loss of phone line and internet they would prioritise an engineer. I raised this with the Sky tech, who just brushed over the issue. I had to specifially ask him if this was true, and still failed to get a straight answer.