Fibre Installation - No internet connection or phone line

[85chloe]

Hi,

I had sky fibre installed on the 18 Oct 2024. One hour after the engineer left I lost internet connection and phone line. Still the same today.

I tried all fixes, turning the ONT and router off for 15 minutes then turning on together and still the same issue. All lights are on the ONT and I can connect the tv and phone to the router but says no internet connection. I escalated to the network team who asummed the issue was resolved after conducting a line test. I've contacted Sky multiple times and I'm getting the same 'try these fixes'  No one seems to want to help or take any ownership. 

Any advice would be grateful.

[Greenfingers001]

Hi there @85chloe , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[85chloe]

BT engineer came out today after several calls with Sky seems the issue was a switch hadn't been turned on at the BT side. This wasn't something the engineer could do but had to go through escalation for it to be checked.