Orange voice light and no Internet connection.

[Scottiesmiffy]

Hi, hope someone can help, we recently had sky fibre fitted and it would seem now the connection keeps dropping out at random. The voice light on the router turns orange and we lose Interne access. Spoke to sky who told  Me to turn it of for 20 mins, apparently this resets the session at the exchange? And now everything should be fine. 1 hour later, orange light and no Internet. It's becoming impossible to watch a film and gaming isn't really an option now. Has anyone managed to fix this issue as I don't seem to be alone. It was all fine before fibre which I only signed up for because I game alot. However now I wish I hadn't choose fibre at all. 

[Chrisee]

@Scottiesmiffy normally fibre is far more stable than any other form of internet access. If the service is dropping as you describe there is a fault - perhaps a dodgy fibre weld or something similar. When you lose connectivity what happens to the lights on the ONT unit the hub connects to? Go back to Sky and explain the disconect issue did not help.

[Scottiesmiffy]

@Chrisee thanks for the speedy input. 👍 The lights on the ONT stay green. If I turn it off for a few minutes and back on it sorts the problem out for an hour or two. It's really becoming a pain now. My wife works from home alot but now has to go to Costa coffee to use their WiFi. Wish I'd never went for fibre. 😬

[Chrisee]

@Scottiesmiffy sorry you arehaving the issue.. Inhave escalated your post tonthe Skybteam who support thecforum whonshould be in touch tomorrow to offer an on line chat through the forum where a chat button will appear I wonder if your hub is faulty ifvtge ONT isxshowing green it isnt a line fault as such. Hope they can help.

[Scottiesmiffy]

@Chrisee thankyou for that, I really appreciate it, nothing is ever simple is it! 😬 I was hoping that fibre would improve our experience, I've just ordered a new ethernet cable to go from the ONT to router. I won't hold my breath but I'd like to eliminate it from the issue. Clutching at straws I know! 🙄. It seems quite a few people on the forum have the same issue after having fibre fitted 🤔. There must be a common cause surely. 

[Chrisee]

@Scottiesmiffy do not fall for the "loads of posts in the forum so everyone must be having problems" fallacy. Support forums like this exist to help people with issues so most posts are negative. I have a FTTP connection myself and it is rock steady as are the services of the huge majority of Sky's customers. Just think how busy this forum would be if even 5% of the 6 millon had issues. Not sure what's your issue is but it should be sortable .

[Scottiesmiffy]

@Chrisee fair comment, I hope it's an easy fix 😬. 👍 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Scottiesmiffy  an invite to chat.

[Addie15]

Update-We are closing this session now as we have not received further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Scottiesmiffy]

I did respond through the chat as requested, however no one got back to me! 

[nstokes]

This is happening to quite a few people and there are other threads on thsi forum about this issue.  I rang up and directed them to the tread i posted in and my issue was escalated.  Sky really do need to acknowelege this issue and fix it for all customers

[Dunkaroo]

I'm having this issue tonight. Never happened before. Started playing a game on my phone but it wouldn't load as I was connected without Internet. Looked at the box, all lights green except voice which is orange.  I have reset the box a number of times. Turned it off for a bit but still nothing???? Any suggestions or do I go to bed & hope by morning that it's working.

I work from home & need the Internet to be working by morning 

[Garrence]

@Dunkaroo Dunkaroo and me are in the same position! Can Sky post their workaround solution here?

[nstokes]

There is no work around to stop it happening as its a sky infrastructure issue.  Can only reboot the router or ONT to get it back on.  I left Sky Broadbank back in July and went to Vodafone and had no issues.  Shows it was a Sky issue.  Sky even tried telling me i would have same issue with a new ISP, they were clearly wrong

[Scottiesmiffy]

Yeah it still happens to me and I have restart everything. I've not had a straight answer. Sky know it's an issue but I get the same old excuses. I'll be changing soon. I may look at Vodafone 👍