No internet

[Ben2689]

Hi, my broadband is down and the issue appears to be with the fibre connection, not my internal setup.

The wall-mounted CityFibre ONT has a flashing PON light, and my Sky router shows a red internet light. I’ve already power-cycled both devices in the correct order and checked all cabling.

This indicates the ONT is not receiving a signal from the exchange, which suggests a line fault.

Please escalate this to your CityFibre support team as I believe it needs an engineer visit to restore the connection.

I have had this issue with different providers and I have had City Fibre out before. Vodafone blamed City Fibre and City Fibre blamed Vodafone. 

Now that I am with Sky it has been better but internet goes down way too much. Almost 1 hour now this time as I write this. As my contract is with Sky I am hoping you can get engineers out to solve this once and for all.

[Daniel0210]

@Ben2689 
This is a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here therefore a Sky or Openreach engineer won't be arranged on the back of a post. 

To call Sky dial 150 (free) from either your Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.

[JimM1]

@Ben2689 PON errors are more down to the miss match in comms, as you suspect and a normal remote fix would do that with no visit required, as you are a NEW CF to sky conversion, there is not enough that the Forum members can advise against yet. The About at the top off the page explains it all so go have a read, and do CALL sky to deal and check your system from there end.