Orange voice light on router

[keith47424a]

I am not sure what the reason is behind it but it is Sky that have ordered it. I just want to see what they say when I ask them the following question, "If I leave Sky and join BT or EE or in fact anyone else will I have the same issue or is it purely down to the Sky equipment?"

If it is down to the equipment then off I shall go. No point being with a company that does not have equipment that works correctly is there?

[petervezza]

Understand. I came to the conclusion it was the Sky infrastructure but be interested to know what you find out.

[Brommers1]

I did ask the question and the answer was it was just them. Whether you get the same answer is a question I can't answer!

[Dave671]

Having had this issue with Sky for 10 months, a replacement router I finally got to speak to someone but the answer was not what i expected. The agent after another hour on the phone told me tha going forwards all full fibre orders will get ther max hub to fix this issue  BUT as an existing customer they cannot provide one and provided 2 options

1. Cancel and reorder my broadband service and loose broadband and tv for 2 weeks in the hope they provide the wifi hub on the new order, not guaranteed 
2. Cancel and move to a different internet provider and this can be done with no early termination fees

Therefore no option to go back to BT/EE for my broadband!!!!! This was there recommended option!!!

The fact i had an option to pay £5 for the wifi max hub on Monday when I logged this problem again ( lost count of the number of times I have done this and the hours on the phone) but this has now been removed and Sky have no way to retain a customer and ship a Hub after 10 months of issues. What can i say about customer service or they have a much wider underlying back end issue they don't want to share!!!!!!

[Giggsy1977]

Too many posts of people having orange voice light and no Internet as a result, meaning some devices stay disconnected until the Sky hub is rebooted. I left Sky as my house is being worked on and I have no need for television or Internet currently. Won't be getting Sky Fibre again until I hear the issue is fixed. Unless that happens in the next few months I'll be keeping away. 🙂 Going to have a look at Black Friday deals with other ISP's. 

[keith47424a]

Open Reach came yesterday and it wasn't too bad. They stated between 08.00 & 13.00 and they arrived at 09.30 which was decent. He spent about an hour with me trying to sort. First of all checking their equipment and then speaking to their control. Then it was noticed that despite the broadband cable not being plugged into the Open Reach equipment, it was showing as still being switched on and "providing" broadband. Of course it wasn't. Open Reach did a few other tests on I think they call the ONT??? As stated he then spoke to his control and they advised to contact Sky and request a new router but to also change the ONT as well.

The ONT has now been changed but he was still not sure if the router was the issue especially after it stayed on even though it was not plugged in? However he stated that he would ask Sky to send a new Router. Not sure if that will happen or not, but I shall be keeping a close eye on the proceedings. 

As to the question would it be the same issue with another ISP, he thought it wouldn't be but that was before he changed the ONT. We may never know? 

[Nigel+Reeves]

I am also getting this problem several times a week. Unfortunately I made the mistake of switching to Sky Glass, so I lose my TV as well, and unlike Sky Q I cannot watch recordings instead because the playlist is streamed and needs the internet.   At least the TV resets itself, but my alarm system has to be reset manually every time, which is a real pain and a loss of security.   I've only had Sky full fibre FTH a few weeks and so far I am very disappointed.   If it didn't cost more I would go back to FTB and Sky Q!

[Paul634]

I found this thread by pure chance having googled reasons why orange voice light was on. I also have had nothing but trouble since my upgrade to full fibre. I've had new cables, a new router and and engineer out 3 times arguing with sky that the problem is at their end. 
Reading this thread gives me greater resolve to leave sky today!!! I may have ten months still on my contract but they have failed to honour their side if it! 

[Chrisee]

@Paul634 to leave the contract early without penalty Sky will have to release you which they often do if you raise a formal complaint and point out thst thervhave been unable to fix the fault if they dont then the independent arbitrator may over rule them .

Unfortunately there is a risk that if you switch and the issue is with the line then it will move with you assuming the new service uses the same line. However the voice light issue is likely to be an issue at Sky's end.

See How to make a Sky complaint | Sky Help | Sky.com