No internet

[SkybrokemyBB-]

• Completed the line test, internet light on the HUB remains red. Received the following message post test ". I have long suspected a mismatch with the serial numbers between the ONT and the HUB. I keep getting conflicting advice on the importance of the serial number matches. I can't get someone from SKY to definitely state exactly which numbers have been entered onto their system. They just keep reciting the numbers that I gave them which is no assurance that is what has physically been entered on their system.

We've found an issue with your connection

We've passed this on to our network team, who will investigate and help get you back up and running.

[JimM1]

@SkybrokemyBB- The serial number that you have on the ONT, is required by CF to get the connection up and on there system, then Sky need to know it and enter it on there system to 1. get your speed profile correct, 2. be able to cut the BB off when they requre to Restrict for Non Payment.

But due to all the messing about swaps hubs/cables/ONT's who knows were it is at now, so get a note off the serial number on that ONT,

If it's Not sorted out overnight and that may happen and Red turns to Green on the hub, it's a call to Sky 8am onwards tomorrow morning, you are very nearly there now, think that sky just need to turn the tap on and authenticate and let the hub get online!

Dont think that they would be matching serial numbers off the hubs, but if you do still have them all you could try one at a time, and the PC connected will always get that web interface open.... Just go back set the WANoE as before, very important that to get the hub straight out to the ONT Port!

[SkybrokemyBB-]

Jim you've been superb. I will power all down for a good 5 minutes and then power it up and check it in the morning. I will also ring SKY in the morning. You may have to talk me through the various equipment permutations with regards to the serial numbers. I have always assumed they are what is written on both boxes. To complicate it further, the ONT has 2 serial numbers! One belongs to the manufacturer (Nokia), the other series is a sticker with no name on it other than the number. One of the CF technicians suggested it was the Nokia serial number that was needed? Appreciate your further help in the morning, please.

[JimM1]

@SkybrokemyBB- No problems have a Nokia version ONT but OR one, serial number is on the front if i remember and got a picture on the laptop somwhere also, have parked my SR203 away for the night so need 10 mins to get all connected to see screens, never use it anymore as i am 100% Asus router equipment but direct on the ONT! Does not matter if it is OR/CF both work the same way!

White label with a barcode under it goes SN: ALetc and there is a total off 12 digits after the SN:

[SkybrokemyBB-]

Thanks for now, speak tomorrow. 👏👏👏

[SkybrokemyBB-]

Good morning Jim,

Checked the router this morning, unfortunately no change, the internet light remains red. I then carried out the same procedure with the spare router but again this gave the same result. I spoke to SKY Technical Dept (Bulgaria!). They are adamant that the serial number have no bearing on the functionality but merely for admin purposes. They point to the fact that you can use a third-party router and SKY wouldn't know. They add, should they need to shut you down, then this is done via the line and not the hardware? When they ran a test, it shows up as a "line fault" yet there is no alarm on the ONT box? They mentioned that there could be a "hidden" fault on the line? I'm as puzzled as ever! I have been on the phone for 1.5 hours with SKY (Call still ongoing!!!). They are now saying they are preparing to send me a Deadlock letter because they don't know what the issue is and are unable to offer a solution.

I just don't know where to go from here?? If there is anything you can suggest asking them whilst this call remains open please shout out. Thanks 

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@JimM1 wrote:

@SkybrokemyBB- No problems have a Nokia version ONT but OR one, serial number is on the front if i remember and got a picture on the laptop somwhere also, have parked my SR203 away for the night so need 10 mins to get all connected to see screens, never use it anymore as i am 100% Asus router equipment but direct on the ONT! Does not matter if it is OR/CF both work the same way!

White label with a barcode under it goes SN: ALetc and there is a total off 12 digits after the SN:

---

[JimM1]

@SkybrokemyBB- That is correct i use a Asus Third party router so NONE of the sky test's or connections work to it. only when the SR203 is back on the connection and that is what the insist on, they can only check through the ONT, if they do not know the ONT serial number they are not getting through to your hub in any format whatsoever! Think you need to be transferred to Sky Technical, someone who knows what they are talking about, they should be able to fully test throgh the ONT, see your hub and obtain its serial number! 

[SkybrokemyBB-]

I was talking to the Technical Department for two hours, then I had the call interrupted by SKY executive complaints team playing hardball. They stated they are walking away and will issue a Deadlock letter. They are refusing to reinstate the previous working copper system. I am disgusted.

[JimM1]

@SkybrokemyBB- There is also a reset button on the ONT mine is on the RHS off the Upside part, needs a paper clip to get to press it! Would assume same principal, hold the button on watch the lights let it go, same with the hub worth doing it also, at the back sure it's about 20 seconds for the hub!

[JimM1]

@SkybrokemyBB- Although you have the CF Version off the Nokia Modem ONT so probably black in colour, the lights on it,

1st from the left Power Solid Green.

2nd Los unlit

3rd Pon Solid Green.

4th Lan flashes as the Sky Hub - ONT send data back and forth!

[SkybrokemyBB-]

The particular Nokia ONT Box I have is white in colour. Lights top to bottom;

1. Power (steady green)

2. PON (steady green)

3. Alarm (no light)

4. Data (blinking green)

The previous CF Technicians state this is how it should be

[JimM1]

@SkybrokemyBB- Correct sequence, obviously a different type from what OR Use,, There Adtran version is the only one that has Alarm written on it!

[JimM1]

@SkybrokemyBB- That CF Nokia ONT reset button appears to be at the bottom off it, between the Ethernet and the Power plugs! 

Nokia XGS-GPON version!

[SkybrokemyBB-]

I have reset both boxes and they returned to previous 

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[JimM1]

@SkybrokemyBB- The Factory reset, connect again with the laptop and go set the WANoE again! will put it back to Auto!