On the new sky hub there is a solid orange light on voice part of the router display

[JimM1]

@Jambo75 If you could during your next voip orange light, try just removing the ethernet connection on your wan connection to the ont, then plugging back in to see if operation starts, this is rather than powering down the router to reset, and post back your result if you dont mind.

[qsvdfhsrdcervthst]

Hi,

We had Ultrafast installed last Tuesday, but since Saturday the voice light on the router has been amber, and no amount of rebooting or changing of cables will make it gree again. There's no inbound calls being recieved and we can't call out (no dial tone). A handful of times over the week, the box seems to have rebooted itself, but again, the issue remains.

I tried raising the problem with the online Service Checker, which texted me to say the issue had be resolved (it wasn't), so I tried again - same story. I then called support, who told me they could "see the issue on the line" and that it would go away within "a couple of hours". Surprise, surprise, it didn't... 

What's going on? How do I get someone to sort this problem? We have no phone line for a week and Sky seems utterly unbothered by the problem. Should I just cancel and go back the the old, working broadband service??

[TimmyBGood]

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@qsvdfhsrdcervthst wrote:

Should I just cancel and go back the the old, working broadband service??

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Typically there's no route back from Ultrafast to a Superfast product at an address now that new PSTN services are not available on the wholesale market: in particular a copper circuit cannot be reactivated once full-fibre is in place.  Unfortunately you'll need to persist with Sky to get the situation resolved by Openreach.

[qsvdfhsrdcervthst]

Ah, that explains why Sky seem to be resting on their laurels in getting the problem resolved then - I have zero recourse beyond moving to cable-based services for everything??

[TimmyBGood]

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@qsvdfhsrdcervthst wrote:

- I have zero recourse beyond moving to cable-based services for everything??

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PSTN reached stop-sell nationally in September last year, so ISPs cannot order PSTN voice service either as new provisioning or a 'reconnection'.  If your Ultrafast order involved the fitting of FTTP, that's now the only circuit which Openreach / BT Wholesale will sell service over or maintain going forwards.

Alternative provision would be from Virgin or an altnet full-fibre ISP laying its own infrastructure: Openreach are obliged to resolve your current issue but their timescale for doing so is entirely unpredictable, and as a subscriber you can only talk to Sky as the ISP, not Openreach directly.

[TimmyBGood]

I should clarify one point I raised above: it is possible to order a Superfast speed product (40Mbs or 80Mbs) over an FTTP circuit capable of gigabit Ultrafast.  What's typically not possible is a return to the physical FTTC connection.

[Andrew7234]

WiFi signal drops but broadband connection is fine. Fourth on right light named 'voice' turns amber 

[Highlinder]

@Andrew7234 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[Andrew7234]

Trying to share but won't let me post photos says I don't have rights 

[Andrew7234]

[Andrew7234]

Got it now 

[Highlinder]

@Andrew7234  Did you reset the router yourself or did it powercycle?

[Andrew7234]

Did a reset myself last week 

[Highlinder]

@Andrew7234  The next time it happens do not reset the router right away. Could you then post the router stats again to see if there is a drop in the connection. This will give the community a better idea of what is going on.

[MD3]

I've upgraded to Sky Broadband Ultrafast 1, FTTP install, and since it was installed 6-8 weeks ago, at least twice a week I lose complete internet.  first few times, I rebooted the router, solved the issue.  I rang the sky support team, they said it was a settling issue, and shoudl reboot the fibre box instead.  I did that the next few times.  It is still happening.  

There is no pattern to it, middle of the day, evening, night.  the family using the intenet, no one in the house.  

A reset of either the OR ONT or Sky Router fixes the problem.  Syslog from the sky router shows this.

 10:35:38 syslog: TR69: Connect to Production ACS
 10:35:38 syslog: TR69: Connection to ACS Complete
 10:35:50 syslog: TR69: Close ACS Connection
 10:39:36 syslog: WAN IPV6 UP
 10:50:05 syslog: [626443.416000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:50:06 syslog: eth3.1 - WAN link DOWN.
 10:50:06 syslog: DHCP lease expired from server. Connection DOWN.
 10:50:07 syslog: [626445.445000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
 10:50:11 syslog: Voice IP Connection Down
 10:50:14 syslog: Voice Disconnected
 10:55:55 syslog: [626792.654000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:55:55 syslog: sky dhcpc client (v0.0.1) started
 10:56:01 syslog: sky dhcpc client (v0.0.1) started
 10:56:21 syslog: [626818.820000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
 10:56:21 syslog: sky dhcpc client (v0.0.1) started
 10:56:24 syslog: [626821.847000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:56:24 syslog: sky dhcpc client (v0.0.1) started
 10:56:26 syslog: [626823.859000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
 10:56:26 syslog: sky dhcpc client (v0.0.1) started
 10:56:29 syslog: [626826.884000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
 10:56:29 syslog: sky dhcpc client (v0.0.1) started
10:56:34 syslog: [626831.916000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
10:56:34 syslog: sky dhcpc client (v0.0.1) started
10:57:04 syslog: sky dhcpc client (v0.0.1) started
10:57:11 syslog: eth3.1 - WAN link UP.
10:57:11 syslog: Received valid DHCP lease from server. Connection UP.
10:57:11 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: (removed)
10:57:21 syslog: WAN IPV6 UP
10:57:21 syslog: Voice IP Connection Up: (removed)
10:57:21 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: (removed)
10:57:21 syslog: TR69: Connect to Production ACS
10:57:21 syslog: TR69: Connection to ACS Complete
10:57:31 syslog: TR69: Close ACS Connection
10:57:32 syslog: Voice Configured
10:57:36 syslog: Voice Initialized
10:57:36 syslog: Voice Connecting
10:57:37 syslog: Voice Connected

Issue seen at 10:55 today.  Reset the ONT at 10:56.  Seems to have happened at 1050.

Any help or guidance on this issue?

Moderator note: Removed personal/identifiable details