Engineer visited - not helpful. Can you help please?

[MaisieK]

Hello

I've moved into a house where the OTN is shared across the development. My provider is See The Light. My internet is working. Sky came out to set up my Sky q box. He's got it working so I can watch it but not connected to the internet to watch anything like Netflix. He said it was plugged in but not working and left. What on earth am I supposed to do? He plugged in something from the router to the phone socket and said that might be broken. Unfortunately he walked in saying 'I bet this won't work' 👍. Do I need to call somebody out? 

[TimmyBGood]

@MaisieK 

Unfortunately there's not a lot of experience with STL installations in this forum, but as Sky owns STL they really should have some idea.

A 'shared' ONT  at an address isn't a problem, but multiple routers or more than one Q installation might well be.

[MaisieK]

Thanks so much. Even tho STL is part of Sky he just didn't want help. It's always a shame to get the jobsworth one. Ah well... so the network in terms of the development is fine. So it's an issue in my property. 
This might seem an obvious question but - I only pay for broadband and not calls. So might the socket where a phone would plug into, not be active? It might just be that isn't working but no idea how/who to check it. 

[TimmyBGood]

@MaisieK 

The only socket it's appropriate for a Q box to be connected to is an ethernet port for network and internet access.

[TimmyBGood]

@MaisieK 

Photographs of the setup would be useful if the forum will let you post them: the rear of the box, the wall socket and the internet router if the property has one.

For internet access on existing devices, are you just usual WiFi?

[Anonymous]

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@MaisieK wrote:

Thanks so much. Even tho STL is part of Sky he just didn't want help. It's always a shame to get the jobsworth one. Ah well... so the network in terms of the development is fine. So it's an issue in my property. 
This might seem an obvious question but - I only pay for broadband and not calls. So might the socket where a phone would plug into, not be active? It might just be that isn't working but no idea how/who to check it. 

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Perhaps try STL themselves via the contact form:- 

https://www.seethelight.co.uk/contact

[TimmyBGood]

@Anonymous 

Judging by their remarkably unhelpful FAQ, probably not ; )

[Anonymous]

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@TimmyBGood wrote:

@Anonymous 

Judging by their remarkably unhelpful FAQ, probably not ; (

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Yes, I did notice that and thought it prudent to not mention 😉

[MaisieK]

Thank you! I have sent them a contact form. Let's see if anything happens! 

[Chodley]

There shouldn't be anything connected to any traditional phone socket. The broadband and TV are all delivered over a fibre optic connection aren't they?

So did he connect your Q box to your router?

Edit: oh hang on, do you meant a shared "ONT"? So there's one router for multiple properties, and you just have what, an ethernet socket in yours? When you say phone socket are you sure it wasn't RJ45?

[MaisieK]

I shall try to attach a photo! Ok. So it's all fine for internet on other devices. 
The sky man then attached the cable top left (telephone type) and into the router. He said that socket might not be working and left. 

 This is what he did at the back of the TV. God knows what the random bit of wire is 

 

[Chodley]

Photos will appear once approved, don't worry.

[MaisieK]

I'm getting this message:

 

[MaisieK]

Ok so yes it's an OTN but we have our own routers in the houses. 
I don't know what an RJ45 is 😂. I said telephone socket because it looked like one. Oh my goodness 🤦🏻‍♀️

[GD1]

@Chodley  Images approved 🙂