New Sky Fibre

[VIP26_]

[1ess then 8 days] BT reach put new Sky Fibre products. Issues with External line via pole! Internal engineer rushing to put products white box & grey box on wall..Worked for 20mins then everything went down..Tv went blank, line went, wifi went so No landline, No WiFi for Security..  Had to call same internal Engineer abd he said it was a NETWORK problem! Called Sky sent same External engineers out, one came in and stripped the white box said it wasnt put in correctly..He then stated all is well. Tv worked 30mins,again TV tethers, phone worked but Landline has NO SKY SHIELD..The Security keeps going off and on and we can only watch Sky sports, on demand YouTube sporadically. Called Sky they sent further engineer. Said would call me back after 72hrs NEVER DID!! A further Engineer came out,did check, on white box and said its a NETWORK problem, your not getting enough power for your WiFi to work!! Said in his report we need the latest white box and also a booster!! Called Sky again for 3 and a half hours spoke to 5 different people 2 rude, 3 were trying but getting no where, last one  said IF we do cancel the SKY PRODUCTS we will have to pay a cancellationfee!! What, for products that dont work??  Was sent a text saying your problem is NOW FIXED and given compensation of £6 and change!! I am livid!! Been with SKY for almost 27yrs and Ive been treated like Im a nobody..How do I complain and get out of this disgraceful company..Paying for products that arent working. Can anyone help before I make the complaint  Ps they didnt even give a backup battery if the Landline has issues!! I have Sky TV, talk, broadband.. 

[Chrisee · Accepted solution]

@VIP26_ it is difficult to follow what appear to be a number different faults. Sky contracts have a 31 day cooling off period so you can cancel the broadband service assuming you are within that period. If you already had a Sky TV service like Sky Stream or Sky Q then there will be a cancellation charge if you cancel unless Sky agree to wavethst charge which they msy do if you give them a reasonable chancecto sort the issues.

The reference to a white box and an extender I assume is to try to improve the WiFi coverage in your home to give you reliable streaming is that correct? When full fibre broadband is installed the hub is often moved which can affect the WiFi coversge which depends on the layout of your home and how it is built so requiring a WiFi extender is quite common. 

I would recommend raising a formal complaint so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See this page which explains how escalation works Escalating a post to a Sky expert | Sky Community

[Brill+Gill]

Hi @Chrisee, thanks for escalating this. We’ve sent @VIP26_ an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[VIP26_]

I am new to the Community so all the information is alot to take in. Im awaiting a message from SKY Team to resolve this ongoing issue.

[VIP26_]

Thankyou for your time and information.

I am awaiting a conversation with the SKY employee.

Regards

[VIP26_]

SKY DIDNT HELP ONLY WANTED TO SELL ME A NEW PACKAGE BECAUSE THEN MY SKY WIFI WILL WORK..ABSOLUTE NONSENSE.

[JimM1]

@VIP26_ Your new ONT Fibre modem that was installed, see the link below, but does it maintain the three green lights if it is an OR Openreach installed one, Power and the Pon should always be solid Green, the Lan flashes with the data back and forth to the sky Hub, assume you have the black sky Broadband Hub SR203 version.....

Optical Network Terminal | Sky Help | Sky.com | Sky Help | Sky.com

[VIP26_]

The white box  installed by OpenReach - 

Power & Pon solid light. Lan flickers. The LOS is not on assuming that would mean (loss of something). I have done everything this SKY has asked of me and still issues with Broadband/Wifi. Only inputted 13.1.2026 & several engineers later telling me its my NETWORK, whats needed, newer version of box and a booster..But it has been non stop problems. I even sent pictures to the advisors from the chat..Nothing!! Last person said you need a WIFI ENGINEER???? Then stated you need new package.. Im flabbergasted and disgusted.

[JimM1]

@VIP26_ Can we start from scratch, so the Forum is just customers like yourself that is me included....

The ONT get's stuck on an outer wall by an OR Engineer, sky gives you a 2M short Ethernet cable to connect to PORT4 marked WAN in red back off the old SR203 Upright black sky Broadband Hub!

Now IF that hub moved by far it can and does really mess with the wifi signal about the home,,, Going to stop at this point and await what you can confirm, ie short cable and originally the Hub was out in the hall as a for instance!

As a little footnote for you SR203 connected on a OR FF500 FF Full Fibre connection is ROCK solid, but i did get OR to do and run the Fibre were i wanted it and then cabled down to the sky Hub position that worked GREAT for me no where else!!! So my ONT is up in the dormer roof space and Fibre is right off the pole direct into the soffit, up the truss and CSP is all fitted internal to the home!

[VIP26_]

Thankyou again.

The OR Engineer placed ONT Box under the window, the new (SR)Black Router is next to it with the landline telephone on a table plugged into extention lead as my landline needs a physical charger.

Another smaller black box is also on the wall next to White (ONT) Box.

Previous SR is 5 and a half metres away from the original place.

13.1.2026

I told OR Engineer this, he was working so fast and he stated its better nearer the window better signal. I didnt argue or question this! 

13.1.2024

The OR Engineer  drilled rewired and then said External engineers tried 3 times to connect which failed abd then connected.

PROBLEMs - No Internet, tv,apps, Wifi, Phone went completely.  Daughter had to call OR Engineer on whatsapp who sait its a NETWORK issue! OR Engineer will do work externally next day

14.1.2026

(OR)Engineer came inside house opened white box said it was done incorrectly!! He then striped the wires, redid box!! He checked did tests and said its done..He left and then 20mins later issues of TV screen Blue,Black, not connecting  trying to load. Can't load. 

16.1.2026  Been on phone told them what is happening.  Sky said you need New SKY Q Box!!, they said that's the problem!! Awaited Sky Q Box...

19.1.2026 Sky Q Box came, daughter put it together. Still same issues. Called them again..OR Engineer will attend on 26.1.2026 will contact me with ETA..

26.1.2026. OR Engineer attend my home address no call just turned up, checked the line, checked the ONT and landline phone..I showed him the TV loading and my daughter showed him the RING Security Unavailable on the External- Garden..Alleyway front door no connection on her mobile which was all set up for the new products.. Engineer then said NETWORK PROBLEM..You NEED the latest version of this white box on the wall and a Booster because your NOT getting the SPEED said he would put this in the report to Sky.

Here we are...

Im 88yrs old and my daughter has to  type this for me, 

[VIP26_]

The white box installed by OpenReach - 

Power & Pon solid light. Lan flickers. The LOS is not on assuming that would mean (loss of something). I have done everything this SKY has asked of me and still issues with Broadband/Wifi. Only inputted 13.1.2026 & several engineers later telling me its my NETWORK, whats needed, newer version of box and a booster..But it has been non stop problems. I even sent pictures to the advisors from the chat..Nothing!! Last person said you need a WIFI ENGINEER???? Then stated you need new package.. Im flabbergasted and disgusted.

[JimM1]

@VIP26_ Just a repeat off post 8 so 8 and 10 are the same?

[VIP26_]

Thought you or others didnt see the message..

[JimM1]

@VIP26_ It's all there for all to see!

[VIP26_]

Thats good to know. Again cheers for the responses. Formal complaint. Take good care