Hey folks,
Got a bit of a story here!
Early today I had a openreach engineer come and install an ONT box into my home for gigabit internet! Things seemed to be going smoothly until I overheard him say he can't establish a connection to someone from openreach on his phone. The openreach employee on the phone said it looks like there's a "mystery issue" at the exchange or somewhere in between the exchange (the CBT? Can't remember the exact acronym!), and a cable may need to be respliced.
The engineer then popped off in his van somewhere to fix the issur. I had a look at the ONT and noticed the PON light was flashing so I figured this meant a connection is still trying to be established. Shortly after the engineer left I received this text from him
" Hi it's the fibre engineer
Everything is done and all setup ready but
I've had to phone bt to get the pole changed as the one you were assigned to wasn't suitable, this may take a while before the service comes through, in the next 20 mins if you can pull out the white plug to reset the white box on the wall this may kick it in faster for you, pls keep me updated how it's getting on, Thanks"
Not entirely sure what he means by having the pole changed as it's not suitable. Earlier in the day my neighbour also had FTTP fitted in their home and they're also coming from the exact same pole as me, so I'm a little confused as to why it's suitable for my neighbours but not for me? Strange!
Anyways, I waited 20 minutes and noticed the PON light finally turned solid green even without it resetting, meaning a connection has finally been established. Then my FTTC internet with PlusNet deactivated my shortly after, and I then received a text saying I should now plug in my sky hub, which I did. But the internet light refuses to turn on even after waiting until midnight - it doesn't even bother to flash amber or attempt to make a connection of any kind. I tried all the typical troubleshooting methods; rebooting the router and ONT, resetting the router, trying different Ethernet cable, etc.
Unfortunately none of this worked so I gave sky a call and talked to a lovely woman who talked me through similar troubleshooting steps which ultimately didn't work. I then had to send pictures of my ONT and the back of my router to prove they've been set up properly, and to evidence I do infact have an active connection to the ONT. She then forwarded these pictures to the networking team who ran a line test and checked their systems to see if the line was set up/activated. She confirmed after 2 line tests, and having the network team check the backend systems, that everything appears to be running smoothly on their end; but for whatever reason my router can't establish a connection. Thankfully an engineer has been booked to pop out tomorrow between 8am and 1pm to have a look. But I have this nagging feeling they'll say they can find nothing wrong and I'll have to chase up Sky again.
In the mean time I've tried a few more things. My sister recently left Sky FTTP for PlusNet and still has her sky broadband hub, plus a spare broadband hub sky sent by accident. So I know for a fact they work since she recently packed it away for shipping back to Sky. I figured I'd try them both to rule out the router being at fault. I set them up with their respective cables and still no internet connection at all, even after trying the two additional routers. One thing I noticed within the maintenance section on all 3 routers is the WAN port section stating " WAN Port Status - Disconnected | Port Detail - None" which I found to be odd. The Port 4 WAN lights flash on all the routers and the LAN light on the ONT activated when I plugged all 3 routers in. So clearly the routers are not at fault and it's an external issue with either the exchange, installation, or with sky.
What do you all think the issue may be? I understand this is a community forum and I don't expect my issues to be sorted here, but I figured I'd post to get some opinions. I noticed @Galmis had a very similar issue on their thread but no updates have been posted - https://helpforum.sky.com/t5/Broadband/No-internet-after-activation/m-p/4085050
I do apologise for the long post! Hopefully someone out there who went through something similar can inform me how their issue got sorted out.
Thanks for reading! 😁
