Voice light goes amber frequently.

[MarkRugby]

Frequently in the evenings, typically mainly after Sky support close, my Voice light goes to amber. Sometimes a power on/off solves it and sometimes I have to press the reset button. Advised yesterday to monitor it. It's happened again today. This affects both the phone and internet. Presumably I need a new router?  Have an engineer coming on Saturday to replace the faulty Sky Q TV main box. So that's all my services now not working. Any other suggestions? 

[MarkRugby]

All other lights are green by the way but the internet is still down until I reboot. 

[GD1 · Accepted solution]

@MarkRugby  May not be a faulty router, just some kind of intermittent issue, best call Sky to see if they can resolve this.  Unless your post gets escalated to Sky before you call

[WildBob]

I've got exactly the same issue - did you get anywhere?

[MarkRugby]

No. Sky were due to contact me by mid-week and haven't. This evening the internet failed and I had all green lights!  

Sky are simply useless. They "fixed" my TV at the weekend after waiting 3 weeks for an engineer. That lasted 24 hours. Another 10 day wait to get it "fixed" again. Now this with the broadband too. 

I'll call them again tomorrow. Obviously they are closed now as nobody watches TV or uses their broadband after 9pm 🙄

[WildBob]

Be interested to see what they say or do - I'm going to try and contact them tomorrow. 

[Chrisee]

@MarkRugby not sure what the issue is with your line but I have escalated your post to the tesm of agents who support the forum. Look out for an invitation to a private chat session with them through the forum where a blue chst button will appear. 

[Chrisee]

@WildBob run the connection test in the My Sky app as that will check your line for faults. The voice light going amber can have various causes and if the test doesnt tell you anything give Sky a call. If the voice line is working use it and dial 150 as then the call is free.

[MarkRugby]

All that was done about 2 weeks ago. Sky were doing more network checks with Openreach and due to come back to me 2 days ago or sooner. 

No offence but this forum is only useful if people read the comments and don't state the obvious. 

[MarkRugby]

The further tests did not find anything. However, Sky hasn't bothered to call me back. Just another example of their disgraceful customer service. It's really gone down hill. 

They are now sending a replacement router as they found some minor faults on that (no idea why they couldn't test that 2 weeks ago). 

[WildBob]

To be honest, I think it's a router fault...I've heard about issues with the latest firmware updates....so wouldn't be surprised if that's my solution as well!

[MarkRugby]

Hopefully. Although they are sending the same router type, so theoretically it should have the same problem if it is firmware related. 

[WildBob]

Line checks all done and all fine - so now with the network team who will get back to me.

Will keep this thread posted in case anyone else has anything similar.

[MarkRugby]

I fitted a replacement router today. Also replaced the cable to wall box and the power supply. It lasted about an hour. Then the internet dropped out. This time power light is green, middle 2 off and voice is amber. On hold to Sky again to see what is next. 

[WildBob]

Well, they did line checks for me and then it seems it went to a network team for further work as a known issue ( i had a service fault order to track). I've had a text from sky asking if all is OK - and - fingers crossed - it's been solid for 6 days. So it appears you may have a different fault?