Open reach modem no lights

[Nick--88]

Hello, I've had Sky Broadband for about 3 years. Yesterday I stopped being able to connect to the internet. There are lights on the Sky router but the Open reach ONT does not have any lights on. I've turned it off, unplugged it and plugged it back in, pressed the on/off button etc and nothing. I've taken all the steps in the sky app and it's just not working.

[Chrisee]

 @Nick--88 if other devices work using the dame power outlet it sounds like the unit has failed. To get it replaced either run the service checker in the My Sky app over a mobile connection but note it takes up to an hour to pick up the lost connection. Thst can book an engineer to sort the issue or call Sky. 

Typically it takes 2 full working days to get an appointment.

[Nick--88]

Thanks Chris, that is helpful. I've run the test in the app and it says their service network team will do some sort of check within 72 hours, so sounds like it may be a long process!

[Chrisee]

@Nick--88 standard service level for domestic lines is two full working days from report which Openreach keep to for 85% of issues.

[Nick--88]

Thanks, also should have called you Chrisee not Chris!