Internet light flashing orange with double socket and microfilter

[Angie451]

Moved address, faster broadband so new hub required. Sent to old address (!).  Finally received hub, doesnt work. Sent another hub, doesnt work. Engineer has installed a double socket for part fibre ultrafast. Sent 4.2 hub, doesnt work. I added the microfilter to the already double-socket and now internet light is flashing. Been 20 minutes and not connecting. I am about ready to give up and switch to BT as Sky is absolutely useless. Been nearly a month with no broadband. Has anyone come across this issue before?

[Chrisee]

@Angie451 can you post the model number of the hub you have and confirm the speed of the service you have bought. If the details you have posted are correct you have bought an ultrafast service delivered by G.Fast which is a rare thing these days. G.Fast is a technology which can potentially deliver speeds over 100Mb/s over a partial fibre line BUT often presents problems and most lines cannot support the service as they are too long. Given full fibre can offer far faster speeds, is not limited by length Openreach abandoned rolling out G.Fast but still allow sale of G.Fast services on lines already capable of using it but most ISPs stopped selling it (including BT/EE as far as I know) as it causes too many support issues. Sky however still will sell it.

There are many things that can upset the service including the presence of powerline networking adapters in the property which use similar frequencies. Too long a cable to the hub is another issue and dont use standard line filters as they are designed for use with VDSL services only.  You must use the dedicated master socket that has been fitted. If your line wont support a reliable G.Fast service Sky should downgrade you to a Superfast VDSL service but calling them to get an engineer out is your next step.

[Angie451]

Hi I have an engineer meant to be here this morning (no show so far), on previous visits they've been able to pick up a strong signal on their machines and therefore deduced that the issue was with my hub and not the connection. Sky say it's the connection and not any of the four hubs they've sent me. If Openreach can get a good signal does that still align with your theory that my infrastructure doesn't support ultrafast? I think it's pretty appalling that I've had to learn that from a forum and not the four engineer visits and hours spent on the phone with Sky. I hope you're right any at and appreciate your insight.  

[Angie451]

So apparently they've been sending me the wrong hub (model 203 when I need 204), so I now have 3 useless identical hubs and another in the mail arriving today. Not much faith it's the hub I need but we'll see.

[JimM1]

@Angie451 On the master socket that you have installed does it have the marking anywhere on it with the wording G.Fast, and what is the speed off the package from sky that you have, the only time that the SR204 is required is for that specific type off connection, which in all honesty OR are trying to pull back on, but if you have it may as well get the use out off it as it is a lot faster than standard VDSL broadband. 

[Angie451]

Hi, it is a Gfast socket with two ports. I have an ultrafast part fibre connection with download speed of c.140mbps as confirmed on the Openreach engineer's machine. I'm expecting a 402 hub in the post so I really hope that solves the issue!

[JimM1]

@Angie451 That is the SKY router that you need the SR204 is the only one that works on G.Fast...

[Angie451]

Yes you're right the broadband works great now with the 402 hub. I am pretty shocked that of the 8 or so Sky reps I spoke to and multiple Openreach engineers it took over a month to realise this.  Anyway, thanks for your support it's much appreciated.

[JimM1]

@Angie451 It is becoming a very much forgotten product, was never supported greatly, and when it goes wrong it's a major pain. But you have it so good luck and hope it does behave.