Full fibre issue - ‘connected but no internet’ message

[CHBH4]

Hi,

we had Sky Full Fibre 100 broadband installed (to replace Sky superfast broadband) but it is not working. The message we see is 'connected without internet'. The superfast Sky log-in seems to still work (new installation was on 25/9, so would have thought Sky would cancel the Superfast and activate the Full Fibre??) We reset the system a couple of times but still the same message. The service checker on the My Sky app says it's all ok (the speed is only 37.5 Mb/s for full fibre 100?), but it clearly isn't.

Can someone please urgently assist today?

[JimM1]

@CHBH4 Has the cable been changed over from the OR Master socket to the new OR ONT connection and you are now running on that, 3 green lights on the ONT, Power and Pon solid Green, Lan flashes with the data. Sky should have changed over, and look at the service checker you should see the figures jump to the 100Mb/s speed in the history if sky have profiled it correct. Goto Broadband > to see the last 30 day history, from the link below!

https://www.sky.com/servicechecker

[CHBH4]

Many thanks for quick feedback! Not sure they have done the change. Spoke to Sky a few mins ago and they say it's CityFibre issue (they haven't connected correctly?), so now waiting for another CityFibre engineer appointment this week. We shall see ...

[JimM1]

@CHBH4 The CF ONT should still have status LED's on it, but sky may be correct and the transition from your fttc to fttp has not happened, if so is the old copper connection on your Master socket still up and working!