Fibre Broadband Not Connected

[SC1949]

On 14th July a Sky engineer visited and disconnected and removed my existing sky broadband on the telephone line and connected me to the new fibre overhead line which had recently been installed. He could not get the new fibre connection to work but has he had removed the existing connection he could not replace it.

I have now been without any broadband for 11 days.

I have had numerous discussions with sky staff but no one seems to understand the problem and says it is a fault on the system but it is a  case of it being set up wrongly in the first place.

Has anyone had this problem and know how to resolve it?

Any help will be appreciated.

[JimM1]

@SC1949 What is showing on the newly fitted ONT that you have with the series of led lights that are lit / not lit and colours off them.

There is a lot goes on for a FF connection from the exchange to the home, and then software at the connection and routing side.

When it goes wrong it can be an easy up and get it going, but if it is more complex then you are looking at some serious network involvment to have that all sorted out, and time is not the important factor.

The biggest boo boo and it sometimes is unavoidable is the copper out before the Fibre is up and the Engineeer walks away reports it and boy you are left hanging in the wind!

[SC1949]

Problem seems to be that the ONT is trying to connect to one point and the exchange is trying to connect to another so the network has been set up wrong.

It is extremely frustrating that Sky caused the problem in the first place but do not want to get involved in finding a solution.

[JimM1]

@SC1949 Purely an OR problem that to get corrected.

[SC1949]

It is, but they will not do it without Sky sending them some kind of order to do it. Sky keep reporting it as a fault which results in the same OR engineer saying it has not been set up correctly. Just going round in circles.

[JimM1]

@SC1949 Unplug the Sky hub from the ONT, switch the ONT off for 10 minutes, when you power the ONT up watch the sequence of lights as they boot up to the final stage, takes about 2 minutes for the router to reboot, leave it 10 minutes if they all come up to Green Power, Solid Green PON, and Lan will be off as not connected! LOS should never be lit as no light on the Fibre!

[SC1949]

Hi, thanks, gone through that with Sky before. The PON is always solid red. That was when they sent out a fault engineer who says it is a system network issue.