No internet

[eeon]

My cable lights are all ON except the LOS (which is the desired) however my Sky Hub "Internet" light is off. When running the MySky app it says there are issues in my area and to contact support. Support is not reachable. What do? Have no tv and internet on the New Year eve ?

[Chrisee]

@eeon thst is bad lick but even if you got through to Sky not much would happen until after the holiday.

if the app says there is a known issue and if Openreach are working on it it may get resolved earlier. However if the fault is on your line given Openreach do not work on Domestic lines over holidays or weekends the report would go no where until Tuesday.. 

[Suissak]

Hi there,

I've moved my fibre connection from my old home to new, I have an outstanding ticket with Sky that they are dealing with. I work in Networking myself so I was fairly confident what the fault was, that being the Sky kit in some exchanges aren't giving out DHCPv6 leases.

Symptoms same as yours - brand new ONT with 3 solid green lights, single 'power light' on the Sky hub, and additionally a green light for Wi-Fi if I have it enabled. Wireshark and a third party router shows that DHCP requests are going out but there is no traffic let alone responses coming back from Sky.

When the Openreach engineer initially installed the new ONT and activated the line, my internet lit up straight away on the hub. I believe what happened is it was using the previous IPv6 lease from when it was last powered on. I then turned it off to reposition it in the room the ONT is in after the Openreach engineer left and from this point on it wouldn't connect to Sky.

After this I had 2 calls with Sky, 1 replacement hub, and an Openreach engineer in my house for 2 hours yesterday morning before leaving and calling back at 5pm to say that they believe the issue is with the Sky equipment in the exchange and Sky will look to fix it on 02/01/2023.

[Suissak]

So 02/01/2024 has passed and it's still not connecting. No communication received from Sky other than a text message received over the weekend to state they would update me on 02/01/2024.

[Chrisee]

@Suissak I would call in for an update as outbound calls are often only made when time permits. Your fault sounds unusual and maybe waiting on the network team coming back to the customer services team.