ONT problems

[Ablott]

I have only been with Sky Gigafast broadband for less than a week. It's not going well. In the last 24 hours my internet connection has dropped out twice, the first time resulting in my cay not charging overnight. Support is useless. I have found to fix the problem I have to cycle the power on my ONT. Has anyone else had this problem?

[Chrisee]

@Ablott assuming the LOS light onnthe ONT box on the wall is not showing red  there isnt a fault with the fibre connection and if your hub stays connencted duringbthe day its unlikely to be faulty.

Loss of connection overnight is often due to maintenance and upgrading of the network which we seeing reported more than normal at the moment.  This maybe linked to the requirement major Telcos and ISP have to remove critiical Huawei kit from there core fibre networks where there is an end of 2023 time limit aporoaching..

This work is essential but should not cause issues for most reasonably well programmed apps as the Hub should pick up the connection as the line is restored. Its something we have to live with unfortunately. You can go literally years with no issue then hit a few weeks where you get nightly drops.

[Ablott]

It's droppped out six times in the last 24 hours and to get up and running I have to cycle the power on the ONT. The ONT does not show any red light but the green remain static. I did eventually get through to support (after being on hold for 48 minutes) and the guy was quite helpful. He is passing it on to the network team.

[Chrisee]

@Ablott it is quite unusual to have line drops with full fibre so hopefully Sky can trace the issue and can get it fixed. 

Currently the combination of bad wearher, the Black Friday sale and a few technical faults have made the queues on the phone horrendous and its likely to remain bad up unitil Christmas. If you need to contact them again post in the forum as we have a route to escalate issues that need Sky's help to a chat team.

[Ablott]

It's not unusual here, dropped out many times this morning already. Unbearable trying to work online frome home.