No internet

[SkybrokemyBB-]

Sky Full Fibre Broadband and City Fibre not connecting.

I am at my wits end, please can anyone help?

4 weeks ago, Sky in conjunction with City Fibre attempted to install full fibre broadband. Since then I have been unable to receive the internet  To say Sky have been unhelpful is an understatement, including failed call backs and unannounced cancelled visits.

The following is a summary of what has been attempted,

1. City Fibre have been back to my house three times and confirmed their installation is fine, all 3 expected lights, Power, PON and Data (flashing) are green. Despite this they changed out the ONT box to be sure, with the satisfactory result that their side of things are working fine. The latest serial number of the ONT was forward to SKY for provisioning.

2. The SKY router only has lights 1 and 3 illuminated in green. There is no internet light No.2 and no voice light No.4 (the latter not expected just yet). The ethernet cable is in port number 4, two different cables have been tried. The cable is securely docked and has been turned around several times.

3. The router has been replaced 3 times.

4. Still there is no internet. SKY hint at they are on the verge of issuing a "Deadlock" letter because they can't come up with a solution!!! I find this incredulous that they are effectively saying they find the problem insurmountable???? Surely this is their bread and butter??? 

5. This week alone there have been two failed telephone calls and prior to that, two missed SKY engineer visits without explanation

6. I keep getting contradictory advice regarding the registration (provisioning?) of the ONT box. Some customer service agents say it's not necessary, others say it's vital???

Believe it or not I want to try and stay with SKY and compensation is secondary. I just want my internet back before SKY broke it. SKY have become increasingly uncooperative, I believe hoping that I will simply walk away.

Any help, suggestions or stress medication would be greatly appreciated.

Thanks 

[JimM1]

@SkybrokemyBB- Was that sky Hub you have working fine on the old system before the Fibre Upgrade? As you say it appears to be three new Hubs tried on the system 2 set's off WAN connection cables, and if you look at the label back off the hub say what you see for the serial number, 1st two (2) digits only!

With CF you are in the twilight zone, but if CF Engineers connected on the network and showed you so then that is all you should need, and yes the ONT Serial number is the major to your home, without that sky could not cut you off when the bill is not paid!

[SkybrokemyBB-]

Yes the router was working previously fine on the previous copper wire system. The serial number of the router starts with D20XXXXXXXXXXX. To be fair to CF they have been spot on, turning up exactly as they promise and stayed around to try and fix the problem. 

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@JimM1 wrote:

@SkybrokemyBB- Was that sky Hub you have working fine on the old system before the Fibre Upgrade? As you say it appears to be three new Hubs tried on the system 2 set's off WAN connection cables, and if you look at the label back off the hub say what you see for the serial number, 1st two (2) digits only!

With CF you are in the twilight zone, but if CF Engineers connected on the network and showed you so then that is all you should need, and yes the ONT Serial number is the major to your home, without that sky could not cut you off when the bill is not paid!

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[JimM1]

@SkybrokemyBB- D2 is good as long as you are in the UK, do you have a device that you can connect to the sky Hub that has an Ethernet port on it?

[SkybrokemyBB-]

• Yes, we are in the UK. I have a older laptop and spare ethernet cable, what are you suggesting we try?

[JimM1]

@SkybrokemyBB- Here is what i want you to do, unplug the Lan cable from Port 4 that is going to your ONT, Power up your laptop and when up connect it with your spare cable Ethernet to Port 1 back off the hub, then open up a webpage browser. The Ethernet connection may take you to a self heal page, If it does just wipe it out and enter 192.168.0.1 that should open up the sky web manager.

Goto Advanced it will ask you to enter 2 fields, username is admin the word just as you see it, the Password get from the label back off the Hub, it is the sky Wi-Fi password, once entered correctly then Wan Setup screen, you will see the entry for Router Mode, default is Auto, select and change to WANoE, apply the setting, and reset the hub, will take 5 minutes to reboot back to your 2 Green lights.

Once you are there, connect the ONT Back to the Port 4, LHS led will go Solid green, RHS led Flashes as it sends data to the ONT.

Let me know how you go will watch for your post! Jim

[SkybrokemyBB-]

I can get Google up but obviously there is no internet, yet it takes me to SKY but when I enter admin and the router password and hit enter it depopulates the boxes and refreshes, and states "Your connection to this site is not private". Password is definitely correct?

[JimM1]

@SkybrokemyBB- Never use google so do this http ://192.168.0.1/  and take the space out between the p and the colon, has to be typed this way as the page gets changed to a https that will not work!

If google does not work and it is a windows laptop, then use Edge as the browser!

[SkybrokemyBB-]

That part worked and I'm now on Sky's "Summary status" page which lists out various "Status of your broadband band and WiFi network'. I can't see any obvious change the auto status etc ?

[JimM1]

@SkybrokemyBB- then Wan Setup screen, you will see the entry for Router Mode, default is Auto, select and change to WANoE, apply the setting, and reset the hub, will take 5 minutes to reboot back to your 2 Green lights.

This part from the box above!!!! Its also in advanced if the screen jumped back for some reason!

[SkybrokemyBB-]

Found it in advanced, changed the mode and reset the router. Before I connect it back to the ONT box, do I disconnect the laptop first,?

[JimM1]

@SkybrokemyBB- Does not matter leave the laptop connected you will be able to connect to see what is happening, will be able to get you to look at other screens also, but Port 4 will never work for anything but connecting to the ONT for ever now!

[SkybrokemyBB-]

• Connected back to the ONT, for the first time the internet light is on, on the router but it is red. At the moment I can't connect to the router?

[JimM1]

@SkybrokemyBB- Ok so now you need to use the mobile data and go to the diagnostics to see if we can get the hub to connect and sky to initalise it now. This has to be done on your mobile!

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[JimM1]

@SkybrokemyBB- You can also try the Hub off, ONT off, leave a good 5 minutes, ONT on to its three green lights, takes about 2 minutes. Once ONT is up, restart the sky Hub, sequence is Power Red then goes Green, Voice goes amber but as you are not using will stay unlit, wi-fi goes green, Internet may pop up amber, once connectted should turn Green, if it turns red then ONT/Serial number missmatch Sky End!