No internet in over a week since fibre upgrade

[Merighthere]

Had engineer visit to upgrade from copper to fibre. Was working fine before upgrade. I heard the engineer in the phone a few times, quietly talking he can't get to connect. Doing tests in it. Then 5 mins later said he was all done. Unknown to me he'd left me with no internet. Now I've had 2 engineer reports come back stating everything is fine and must be my fault. Getting through to sky is ridiculous. Having me test my equipment EVERYTIME i call is beyond a joke. Anyone any idea if it's just an router setting as I can't access this anymore either. Engineer did a right number and no ones held accountable or compensated.

[Chrisee]

@Merighthere whst are the lihhts on the ONT unit on the wall showing? It is very unlikely to be an issue with the hub but the ONT could be misprogrammed rebooting it might help but if it doesn't you do need Sky's help. It is a pain getting through to an agent but ensure the agent picks up the records of your previous calls rsther than opening a fresh enquiry as these faults are rare but do happen so need escalating to the team who can get them sorted.

I have removed your duplicate post.

[Merighthere]

All the lights show it to be working and the router's light is white. Everything thing connects to the WiFi but states no Internet available. 

[Chrisee]

@Merighthere sounds an unusual fault as the hub is connecting to Sky's servers if the light is white which rules out a. Configuration issue by Openreach. I am not durprised Sky are scatching their heads. One thing to try is to power down the hub for an hour as thst should change the Sky server connection otherwise you will need to persevere with Sky but do make sutre that tge  agent you speak to picks up your previous calls to avoid going round in a loop.

[Merighthere]

I've had it turned off, unplugged for a day. Didnt help. Will try get on at them. 

[JimM1]

@Merighthere Can you also say what you are seeing on the ONT the new Fibre connection box for the 3 lights and there names above or below those lights! Existing Hub no change to that and the New Ethernet cable is in Port 4 back off the Sky Max Hub!

[Merighthere]

Yes 3 lights are on. Only one not lit up green is "alarm". And cable is in port 4. Hub light is white. Connected. But there's nothing. 

[Waveman]

try this to rule out a DNS configuartion issue, googles IP address is 142.250.151.94 type that into the address bar of your browser and see if Googles website appears. 

If it does then there is a DNS issue, you could also go into the routers configuration & change the DNS settings to 1.1.1.1 & 1.0.0.1 which uses a none Sky DNS, its Cloudflare, which is a public DNS.

Using a none Sky DNS stops Sky Shield from working, so if youre wanting to use that you will need to change it back at somepoint.

[Merighthere]

It's not that. Once connected to the router. My WiFi icon says connect but no internet. I can't connect to type those address in. Just throws page out as no internet. 

[JimM1]

@Merighthere Now looks like you have the Adtran ONT as you mention Alarm, the light next to it is the Lan, do you see it flash at all, that indicates data going back/forth between the sky Hub and the ONT?

If you have nothing specific that has been done with your system, sky Max hub, then hold the WPS button in at the right hand side it's about 1 inch from the bottom. 30 seconds at least watch the white light disappear on the front couple seconds more then release the wps let the hub factory reboot itself and takes about five mins and back to the white light again!

[Merighthere]

I have reset the hub a few times but I just did it again, coz you never know! I also rest the ONT. Still "connected without internet".

Yes the green LAN light is flicking

[JimM1]

@Merighthere Uk or ROI location, and was the hub working before the change over?

[Merighthere]

In UK.

Yes, the hub was working right up until it was turned off by the engineer. I was using the net at the time. 

[JimM1]

@Merighthere Plug it back into the Master socket again and see if the copper is still up and working?

[Merighthere]

No, router just stays red.