Orange voice light, all other green. No internet

[AGiles1]

Hi.

We have an orange voice light on our broadband box, all other lights are green.
We have no internet access.

We are on sky fibre.
I have performed multiple power cycles of the device.
Unplugged it for several hours and no change.
I have tried this with no Ethernet cables plugged in, no change.

We are on the latest firmware for the black sky broadband box as confirmed by the router ip page.

Please just give me some advice or resolution for this. I understand this is affecting many forum users but I would like a resolution as I work from home.

I just need a resolution asap

[Giggsy1977]

Have you powered down the ONT as well as the router? 

[AGiles1]

Yes I have power cycled the ONT

[Dave671]

The agent at sky told me today to switch broadband provider as ther could not help any more and were unable to provide a wifi max router to fix the issue and allowed me to leave  mid contract for free

[Giggsy1977]

It seems to be an issue with Sky's equipment at their end, as opposed to the customer's. I had to power cycle the router or ONT or both and it got annoying very quickly! Unless Sky come out with a fix by repairing their equipment the only alternative is another ISP I think. 

[Dave671]

I understand it is as you say this  is server end but the wifi max router is not affected by this unlike the black sky hub as it has different firmware

[AGiles1]

Yeah ok all well and good but can I get a response from a sky support rep or one of the forum users who do that for them

[Giggsy1977]

I wasn't aware that the Sky Max router fixes the issue. @Chrisee - have you heard similar? 

[Chrisee]

Notvas far as I am aware my understanding is tge issue is caused by a fault on Sky's Radius servers which is why the recommended fix is either to power down for 60 minutes to change the node you connect to. 

[Dave671]

That may also be true but very funny that all new full fibre orders will now only have the WiFi max router going forwards and they are unable to ship one to extg customers 

[Giggsy1977]

Thanks @Chrisee - I was under the same impression.

If a change in router has fixed it for some the that's good, but I think it could be coincidence until it happens again! 

[cookiemonsteruk]

@AGiles1 

@Giggsy1977 

@Dave671 

Any one experiencing issues where the voice goes amber and internet light remains green please complete this form giving you lan mac address as found on the maintenance page in your router 

https://forms.office.com/pages/responsepage.aspx?id=1WW4aBjPK0uCpKTt25xSN3nWgC-oMnFOk8VFoTB4uolUMkQ2...

[Giggsy1977]

Hi @cookiemonsteruk - left Sky months ago now so not able to complete the form.

If it is indeed proven that a firmware update solves the issue I may consider Sky again in a few months when ready to move back in.

Have Sky acknowledged the issue officially? 

Thanks.