Internet issues on the first day of activation

[Jab93]

Hello,

After the sky engineer did the installation the internet works fine but only for 2-3 minutes and then internet light goes off and also voice light goes amber then after 3 minutes everything is green but only for 3-5 minutes. I tried everything rebooting the router and turning off the openreach box but nothing works. It's very frustrating to have internet disconnected every 3 minutes. I don't know if it's temporary because it's the first day or the hardware are malfunctioning. Do you have some tips please?

[JimM1]

@Jab93 New or existing hub, and new user or upgrade from a previous sky system! Type off connection FF fttp or copper fttc to the OR Master socket, Also what hub is being used see below for that link!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

[Jab93]

Thanks I already checked this page. I'm a new customer and full fiber never been installed in my house I just moved in and did the order for sky brodband 150mb. It's sky broadband device. Still disconnecting every 1-5 minutes.I don't understand why , really disappointed with this service 

[JimM1]

@Jab93 If you do not care to say what you have then call sky!

[KnogKnightso]

usually first 2-3 day after activation this is completely normal as its the first connection this is usually due to testing on the line same happened for me 

[Jab93]

What do you mean? I answered your questions. I said I'm new to sky and i have the broadband hub , it's full fiber (fttp) with the openreach white socket ONT. And I don't have a phone

[Jab93]

Oh okay thanks I hope it will work better this weekend. Otherwise I will call them

[JimM1]

@KnogKnightso If the OP got the 150Mb/s speed G.Fast connection but did not get the correct hub sent possible problem!

[JimM1]

@Jab93 You posted Full Fibre never installed! But here is the link for connecting up a hub!

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

[Jab93]

I meant never before in this house . Today I had the appointment with sky engineer to install the ONT. And 2 weeks ago openreach came to install a grey box outside. The ex tenants never had the fibre. There is still some old sockets in the house

[JimM1]

@Jab93 The ONT that was installed then Power and Pon solid green lights on it, the Lan will flicker as data is sent from the hub to the ONT....

The ONT lan cable Ethernet goes to the back off the SR203 Port 4 also marked as WAN an the very furthest connrction on the right as you look at the back off the hub!

[JimM1]

@Jab93 When you connect the hub up first time, then when they all go green, the hub goes out downloads the latest FW, reboots and reconnects, all 4 go green again and that is it, anytime upto midnight sky get to turn it all on but unusual to go in out in like you have, 

So would hold the little reset button in on the back off the hub, takes about 20 seconds or so to reset, just watch the lights on the front, when you see them all change let the reset button go and the hub will restart, takes 3 to 5 minutes for that to happen and all 4 lights on the hub to go green. At that point just leave it alone, by all means report anything back on the forum once you have done all that!

[Jab93]

I did that earlier this afternoon but didn't work I will do it again and will let you know. No problem on the ONT as you said the lights are green. But the hub keeps going in and out that is strange. I will give it another reboot and wait till tomorrow if that's didn't stop I will need a technician to change the hub or check the wiring in the grey box maybe. Just while typing this reply the hub went in and out like 3 times. It starts with internet light going amber after that the voice turn amber also then internet light goes off . After few seconds, it comes green again along with voice. It's a cycle

[Jab93]

I have been looking at the ONT and the router at the same time and I think it's a ONT problem because every time the router goes amber the ONT at the same time turn off PON and LAN and the power light start flashing then PON goes red a few seconds before turning green and on and on again. any ideas ? Is there a line for openreach to call them or should i go through sky first ? Thanks

[JimM1]

@Jab93 You have to call sky to address the issue with the ONT, they will organise for OR to look at it and do what is needed.

That will be the issue when installed part of the check for OR was to ensure that the ONT was powered, FW update to it was applied and it was matched to the system ID on the network. The ONT is having a problem links below and i will do both as unknown which one you have.

Adtran ONT for OR connectionNokia ONT for OR Connection