This morning at 9:00am, my Sky FTTP broadband suddenly stopped working out of nowhere. I’ve tried everything I can at home: power-cycled both the Sky hub and the Openreach ONT, performed hub resets, and even tested a replacement hub provided by a previous engineer. Despite all of this, the internet light on the Sky hub never comes on, although the Wi-Fi and voice lights may appear. The ONT itself is healthy, with all green lights — Power, PON, and LAN.
Sky sent a third-party engineer out earlier, but he didn’t seem to fully understand the issue. He did test the hub on-site and confirmed that my hub and the test hub behaved identically, which confirms this is not a hardware problem.
I believe the problem is a Sky network provisioning / authentication issue, likely involving a stuck IP/session or configuration that needs to be reset on Sky’s end. A new hub would not resolve this.
I am now waiting for a BT Openreach engineer to come out tomorrow to check the fibre line and potentially reset the port/session. However, I am dubious about whether this will actually fix the problem, because I think the root cause is something that only Sky’s authentication/provisioning team can resolve.
Has anyone else experienced something similar with their Sky FTTP connection — sudden loss of service with the hub showing no internet light despite the fibre being healthy and hubs tested? I’d love to know if this is happening to others and what resolution steps worked.
