No wi-fi from new Fibre set up

[Evie18]

We had the full fibre install yesterday, connected the hub, devices and TV connected, all good. Today there's no wi-fi. TV can't connect and the new router isn't showing up on devices. Have reset it twice and all the online service checkers say it's all fine, so I'm at a bit of a loss as to what to do.

[JimM1]

@Evie18 The sky hub, and what do you see on your new ONT from OR, both are relevant!

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Evie18]

All the lights on the front of the hub are steady green. The power, PON, and data lights on the ONT are all green. The alarm light is off.

[Evie18]

The hub is the black one

[JimM1]

@Evie18 Time to leave the sky Hub off for a couple hours, but do try the 5 minutes off/on as your first attempt!

Openreach or CF CityFibre connection if you happen to know that? 

[Evie18]

So I've had the hub turned off for about 4 hours while I went out. Turned it back on and after 30 minutes the situation remains the same. All the lights are on and green, service checks say everything is fine, but WiFi is not showing on any devices.

[Evie18]

Oh, and it was City Fibre that installed the set up

[JimM1]

@Evie18 Can you take a read at both the links below.

Re: No internet - Page 3 | Sky Community

Re: Flashing green PON light on ONT box | Sky Community

[Evie18]

Oh dear, they are not very encouraging at all. I messaged the online complaints service this morning as that seemed to be the only route to go down to communicate with anyone. I had an email acknowledgement with a case number, followed by another email linking me to CISAS because my complaint has been open for 8 weeks!

I think I'm going to have try calling them. 

[JimM1]

@Evie18 Not sure what's going on with the sky/CF connection issues, CF are saying it's all sky's problems at there end off the chain, so new and not a lot on the Forum to really guide you with!

[Evie18]

I've obviously been one of the luckier ones. Got hold of an agent on the webchat and they talked me through a full reset (that I had already done on Wednesday with no change) and to my surprise, it worked! WiFi back up and devices connected.

Thank you for your help - Sky should be paying you. 

[JimM1]

@Evie18 Glad it's all sorted and at least you can start again!