Sky Full Fibre Installation - Not working

[PaulH74]

BT Openreach attended yesterday to upgrade my old copper cable to Full Fibre. The Engineer was a lovely chap who took away the old copper line, replaced it with the new fibre one and came in to do all the internal work. When he tried to connect the router it wouldn't work and he waited for a couple of hours for the back office team to contact him. He told me that some exchange routing work was needed and it should be running within the next few hours, possibly the next day and left.

As there was no service by 6PM I called Sky and was told my router needed onboarding which would take 90 minutes and then it would all work... It didn't. I called back and was told BT Openreach hadn't closed the job down, but it would be all working by today... It isn't. Call to Sky again and I have been informed Openreach are now saying the installation won't be completed until 6th May at the earliest.... Currently Power, PON and LAN lights are all solid on my Fiber box, but my router just has a permanently flashing green light. 

Sky have offered me £50 and have said they won't bill me until it's fixed, but have no way at all of escalating it!

Has anyone experienced anything similar?

[JimM1]

@PaulH74 some info for you!

Lights on your Sky hub explained | Sky Help | Sky.com | Sky Help | Sky.com

[PaulH74]

Thanks Jim,

Yeah I've checked that but unfortunately my router has been flashing green for about 5 hours. I've reset it and it keeps going back to a flashing green light. 

Thanks for the comment though. 

Paul

[JimM1]

@PaulH74 Did you have sky BB on the copper line, that ideally should not have been removed until the Engineer checked the fibre was good, then lets try moving onto it, problem back on the copper then stay on it while we try to find out whats going on and until the issue is sorted.

[Laing1]

@PaulH74 which router do you have ? 

[PaulH74]

I did but the Openreach Engineer took that out at the tome of install and left me with just the fibre, I didn't know any different. Fortunately the engineer contacted me to see if it was running and when I said no he came back. He was going to replace the ONT, but when he phoned the Openreach back office they found a fault on the build at there end by which a "Tag" wasn't correctly input. The guy corrected the error and the fibre came to life. I contacted Sky and told them it was now working

I am left with one odd issue though. Despite everything working well and my up and downloading at advertised speeds, the MySky App continually shows there is a problem with my connection. I click to resolve the issue and it goes through the steps, but fails when I re-test the broadband? Like I say very odd but it's definitely all working as expected now. Could there be an issue with Sky updating to say its all complete? 

Thanks again 

Paul

[PaulH74 · Accepted solution]

Hiya,

Thanks for taking the time to reply, it's the new white Sky Max Hub... The issue is resolved now, it was a BT Openreach build fault. 

Thanks

Paul

[JimM1]

@PaulH74 Thanks for taking the time to let others know the why's and where's there is NO need to go from a working copper connection until the fibre is fully up and operational, at least the OR Engineer hung in there and got it sorted out quickly for you. Many joys off fibre connected now, and hope you have NO more issues....

[JimM1]

@PaulH74 Your speed issue is addressed as a seperate, you have no valid data flow yet as just up and running sky have taken a quick look see and nothing throwing the arms up in the air. Run a fast speed test and it is a 2 speed hit so does take a minute to check. you can post if you think that you have an issue....

www.fast.com

[PaulH74]

Hi Jim,

Thanks again for your input... I had a second OR engineer come out this morning and she confirmed the set up was good from their end now. She was going to formally close the job and hand back to sky. My speed tests just now were as follows...

Thanks again,

Paul

 

[JimM1]

@PaulH74 Once the picture is cleared for viewing i will take a look see for you. Also take a look at the sky link below regarding speed.

https://www.sky.com/help/articles/broadband-speeds-explained

[JimM1]

@PaulH74 From the test i would say just looking at what you have posted, and it is not complete, so next time hit the update button more info will pop up bottom off the screen give you the download to your device, but looks like you have FF500 from sky, if correct then you are up there with the fibre to your Hub....