ONT lights all green - not getting an IP Address

[ollie871]

Hi,

Anyone else had this? Support have been useless and said I need an engineer visit that can take 2-4 working days.

All the lights on my ONT are green (power, PON, LAN) but the Sky Hub and anything else I plug in like my Deco PX50 Mesh system will not get an IP address.

I don't reckon my fibre has a broken connection, otherwise why would I get the PON light going green?

[Chrisee]

@ollie871 the ONT is receiving an optical signal but for some reason your connection cannot be authenticated. The way fibre works is you are on a distribution point for up to 32 connections and each ONT gets all the data for every connection but is programmed to only pass the through data coded for your account. Occasionally that programming goes wrong and needs to done again. I suspect that maybe why Sky are arranging for an engineer to come out. 

[mk7249]

@ollie871 Is your hub flashing green?

My broadband was installed on 25th and cut off on 29th. I have slow flashing green light. ONT perfectly fine. Been escalated to network team who keep closing it within 48 hours to avoid paying me compensation yet it hasn't been resolved. 

1st escalation) Recommended a new Hub and then closed - they never ordered the Hub. 

2nd escalation) They actually ordered the Hub that the network team recommended. Closed automatically after proof of delivery. The Hub did work.

3rd escalation) The new Hub did not work. Sent out an engineer. Engineer couldnt do anything. Contacted Sky who connected to the Sky network.

4th escalation) After 2 days, it cut out again and the same slow flashing green light. 

Each time it gets escalated, I am told to wait 72 hours, bearing in mind the network team do not work weekends and they closed the case within 48 hours to avoid paying compensation. Whats worse is that they promise to call me back and no one have ever called me back. I'm not considering cancelling and reporting Sky to Ofcom.

[Chrisee]

@mk7249 raise a formal complaint see How to make a Sky complaint | Sky Help | Sky.com.
Ofcom do not handle complaints themselves instead if you cannot get a satisfactory reply from Sky  complaint goes to an independent dispute resolution agency Ofcom approve. However you have to go through Sky's complaint system first.