Failed swap from BT to Sky FTTP

[Bjham666]

Hi,

on Monday 23rd September I moved to Sky FTTP from BT FTTP. Since then there has been no connection live. I can say that in terms of the ONT everything is green, that's power, Fibre light and LAN 1 on the ONT.

The Ethernet cable is connected to the Sky Max hub on port 4 as it should be.

timeline of events and current situation 

1. BT connection dropped on 23rd 9am

2. plugged in SkyMax hub and waited for connection 

3. Hub flashed amber light multiple times before going red

4. Logged call with Sky who tested the network and detected an issue

5. Wednesday 25th had Openreach out who replaced the ONT and had the line rebuilt.

6. Still as above 2 days later 

7. called back to be told that Sky network team had closed down call and new call would take 72 hours to be investigated.

8. New Hub sent, still same issue

9. Sky engineer comes does nothing

10. called sky multiple times over two weeks with call closed and recreated multiple times 

11. Openreach come out again Thursday, say it wasn't rebuit right, takes pictures of ONT and serial number to get it rebuilt.

12. Rebuilt again still not working.

anyone got any ideas or seen this before that it might be an easy fix that they or I am missing?.

[mae-3]

@Bjham666 

If the power light, PON is green then the fibre connection is working, and the orange/red light on the router would usually mean that the ethernet cable may be faulty, so I'd replace the ethernet cable as they do go faulty occasionally if LAN light isn't flashing green...

[Bjham666]

Tried 3 Ethernet cables, including the one from the BT router that was working fine. 

[mae-3]

@Bjham666 

Have you tried reconnecting the BT router to see if it may still be live with that provider?

[Bjham666]

Sky and Openreach have confirmed it has switched but just doesn't seem to authenticate. I work in Tech and networking so get how these things work

[mae-3]

@Bjham666 

It sounds like you aren't connected correctly to the receiving internet service provider and as the authentication for Sky is generic DHCP Option 61 and DHCPv6 PD if it was connected to Sky's infrastructure systems with the Sky router then will connect when PON, Power light green with any Sky router.

If it isn't connected then you are connected and routed to the wrong internet provider infrastructure, so I'd suggest you try the BT router to see whether you were moved correctly, please first. Using the wrong router with different backend infrastructure equipment won't harm anything it just won't work and LAN light will remain solid green.

[Bjham666]

Already done that, I know how DHCP works as I have set up many in AD domains. This seems to be that maybe as when they have built the line/done the changes it may be that some like one digit has been transposed. My main issue is though the lack of update, communication or transparency from Sky on the incident, and that it keeps getting closed without fix

[mae-3]

@Bjham666 

It seems a pity that Sky hasn't been transparent with the issue, I've just regarded to fibre myself and I'm with Zen Internet they were super with the full-fibre regrade and I only had 10 seconds of downtime with switching from G.fast to FTTP when swapped the ethernet cable from G.fast modem to ONT! 😀

Hopefully with the transposing of a digit or something it gets fixed soon...