@emilyprew you are not talking to Sky by posting in this forum however you need to report the fault to Sky so they can get it fixed. I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.
As a general point the fibre connection to the ONT should never be touched as it is a glass fibre in a protective cover and it is quite fragile. Getting these fiixed will take a few days as requires a trained engineer.
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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
