Fibre

[ETphonehome1978]

Hi,

I've just had fibre installed this morning and the PON light is staying a solid red colour (it's now been over an hour since the installation - I was advised to wait 15 minutes for it to be up and running). I've tried calling the engineer and sending a message without any success. How do I contact someone at Sky to get this issue resolved? This morning I had internet that was working without problem and now I have none!! I need this resolving ASAP so would appreciate any advice to get things sorted.  From what I'm reading, am I right in thinking that I'll need an engineer back here? 

Many thanks. 

[Chrisee]

@ETphonehome1978 I am escalating your post to a Sky team who should be in touch to offer an online chat but until the engineer has filed his report they msy know little more than you do. The redPON led means the ONT is not receiving any light which assuming the fibre has been run to your property and the engineer completed the join correctly it should have. It is unusual but not unknown that the home install proceeds the completition of the connection outside your home. 

[ETphonehome1978]

Okay, thank you for your help. It's still not working over four hours after the install. . AThe second Sky advisor I spoke to on the phone said it may take until tomorrow to connect, the first said no more than four hours!! The engineer advised 15 minutes until it should have been working and when I finally got hold of him on the phone earlier today, his advice was that our router is not compatible (he didn't mention this as an issue during the install) and to contact Sky. Sky advised that I have the most up to date router so this is not the issue. I feel as though I'm being pushed from pillar to post without any answers from anyone!