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

[Tomsc02]

Had this orange light issue 4years ago and switched to Zen internet, was hoping after all this time it would have been resolved so rejoined Sky. All I can say is it's not fit for purpose, at least 6 to 10 orange lights and disconnects per day. Try streaming anything, download games for the Xbox or video meetings from work....  disconnects every 15 mins then. Will be giving Sky one last opportunity to sort this out then I will be looking to cancel the contract as not fit for purpose.

[1NickAJ]

@someoneasking 

Hi,

My internet connection is used by some webcams which report when they are offline.  Since replacing the Sky router with the Asus unit I think there's been 2 / 3 reports but every time it's reconnected automatically without any intervention from me.

As i mentioned before my telephone line is a full VOIP so I have no need for the Sky "Landline".  In addition the internal LAN seems much more stable with new items connecting without issue.

Also, why are Sky still providing a router that hasn't got WiFi6?

There are a couple of threads on here about routers that can be used to connect to Sky.  I went for the Asus RT-AX58U which was easy to connect.

[Chrisee]

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@1NickAJ wrote:

Also, why are Sky still providing a router that hasn't got WiFi6?

There are a couple of threads on here about routers that can be used to connect to Sky.  I went for the Asus RT-AX58U which was easy to connect.

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The new WiFi Max hub (aka Hub6 or SR213) is a WiFi 6 unit and is now routinely supplied to customers buying Ultrafast services.

The Broadband Hub (Hub4 or SR203) and earlier models support WiFi5 which easily supports WiFi speeds up to 500Mb/s which is more than sufficent for domestic applications. It is a myth that you need very fast WiFi in every room as in practice most apps cannot use more than 100Mb/s other than when downloading files where bandwidth is often restricted by the server. It is the reason why Openreach get away with selling up to 32 connections sharing a single 2.48Gb/s fibre feed with only very infrequent contention issues. 

[GaryScot]

Its started affecting me over the past week.

its like the router is periodically rebooting.

Broadband TV is terrible due to this issue, as is working from home.

[Robbo0410]

@GaryScot I'm pleased I'm not the only one with the rebooting problem, it could be on for 3-4 days np at all then reboot randomnly or do it more often like every 12 hours, definitely not a faulty router as I've had around 10 replacements, poor hardware I'm afraid 

[BenW80]

I have had sky FTTP broadband installed last Friday and on the evening of the installation day I had the same failure as described (orange light for phone but internet was also lost). It has just happened again this evening and I have had to reset the device again. It took ages for all of our devices to reconnect and the sky tv wouldn't at all so had to reset that also. Is there a fix to this issue yet?

[earnhardt]

No , I've had the same issue since installed in October last year , sick of it 😩 sky know about the issue but seem unwilling to sort it .

[TimTim22]

@earnhardt I know you mentioned that you had a fix from top sky tech. What was the fix if you don't mind me asking. 

[earnhardt]

We , I said he gave me a fix and I would give it a good test before releasing it but unfortunately it failed again , it did seem to last longer than usual but still failed again so don't really want to say it's a fix .

[1NickAJ]

@BenW80 @  Did sky provide you with the new router as mentioned by @chrisee above. 

Or have they offered anyone with this issue one of the new routers to see if it cures the problem. 

Mine and others experiences with commercial routers suggest that changing the unit removes the need t

[BenW80]

@1NickAJ  I have the SR203 router. I haven't contacted sky yet as when it happened on the afternoon of the first day I put it down to teething problems, it's all new etc (as not had FTTP before). I reset the router and it has worked perfectly for a week. Yesterday it went again and after another reset everything got back up and running (slowly) and then I found this forum. Not sure what to do next time it goes

[GaryScot]

@Robbo0410  Yes it's painful.

was doing it constantly during the F1 qualifying this afternoon, grrrr.

the sky chatbot is useless.

Can't go on like this, have switched router off for a couple of hours, will see how it goes when I power it up again.

[Tomsp]

Hi All

I've been having the Amber VOIP light issue since I upgraded to fibre in 2023. 

I've had Sky engineers out, openreach out to replace all the wiring twice, two new routers and spent hours on the phone to Sky, not to mention how many emails I've sent. 

Aside from asking for a deadlock letter (which I did previously and agreed to retract it) I don't know what else to do, as whenever I speak to Sky complaints we just go round in circles. 

any tips welcome. 

[earnhardt]

Yep same as me , Sky have agreed to cancel my contract and don't seem interested in sorting it , it appears that adding a different router solves it but why should we have to do that .

[Tomsp]

I would recommend registering a complaint with CISAS, I have done twice now and they are really helpful. 

No issues with any other providers I assume?