So I moved from BT to SKY broadband on the 12th September, I had 500mbps FTTP at BT and got the same at SKY. Openreach engineer came, which I didn't understand as I already had full fibre with an ONT on the wall. He said it would take about 10 minutes and he'd be replacing the ONT with the newer multi-port ONT, he didn't know why he'd been told to do this. It then took him 45mins to get the activation confirmed, as for some reason he couldn't get the transfer to work and had to phone offshore people. Once he got it working, the internet was back to pretty much how it was when I was with BT. I don't know why but the internet only works when the hub is plugged into port3 on the ONT box. After installation realising my BT phones wouldn't work with SKY so I bought new ones. After I got them, plugged it in and there was no dial tone. The "Voice" light on my hub (the black one) was amber and thet status was "connecting". It had always been like that. After posting here and then eventually phoning support, I went through a 50 minute conversation with an Indian gentleman where we went through the entire troubleshooting process only for nothing to work. So it was escalated.
Over the next few weeks I got texts telling me my line was being worked on and to reset my hub, turn my hub and ONT off for an hour, none of this worked. SKY then sends me a new hub for some reason, the new hub behaves the exact same way as the old one, I also had to return the original one at a post office. A week later, out of the blue i got a message saying an Openreach engineer was coming 2 days later. So engineer comes on the 23rd of October, says he's going to replace the ONT. He mentions that for some reason my house is listed as having multiple phone lines, it doesn't. The only thing I can think of was the copper line was moved from downstairs to up over 10 years ago. When Openreach installed FTTP they didn't remove the old copper line, it still has a dial tone but you can't phone in or out from it. He shows me the new box he's going to put on the wall. It's the small smooth white one with the single connector. However, and I've no idea why, he doesn't replace the ONT at all, leaves the multi-port one on the wall. Instead phones up the offshore people exchanges some codes with them (SSP or CCP or SSE something like that). This gets the phone working sort of. The VOICE light goes green, can't make outgoing calls but he was able to phone the house and there is a dial tone. He says it should take 2-3 hours for it to work properly. Then says he has to do a line test to show the work was done, but this will drop the line for a few minutes, he then leaves. By the time he's driven off, the voice light has gone back to amber and the phone is dead again. It's stayed like that since.
So the following day I phone sky support again. Instead of getting a troubleshooting person, I get a Geordie gentleman who must have been a higher level support guy as he immediately looks at my account and tell me specifically that the Openreach engineer was instructed to replace the ONT box but did not do the work. He specifically says that they think the ONT box is faulty. He apologises prefusely and says he'll leave a note that it hasn't been done and Openreach will be in touch.
So we're now two weeks later and I've heard nothing from Openreach. So I phone SKY again. This time I get a troubleshooting Indian lady who will not listen that I've done all the troubleshooting stuff before and I just want an Openreach engineer to return. She says she cannot do anything unless we do it so I send photos of my boxes etc all over again. She isn't able to look at my account the way the Geordie guy was able to, and says theres nothing wrong with the line. She says that she can see that an openreach engineer came to replace the ONT, I tell her that they didn't but she isn't able to look at specifics. After another 45min conversation she escalates it and says they'll be intouch. I am presuming my account had been put in a higher tier of support after the first time it got escalated and after they presumed it was fixed, I was dropped back down to the low level support. So i'm essentially starting from the bottom again.
Ontop of this, apps on Android will not work with ipv6 turned on (on both hubs). I've also noticed that my download speeds have dropped dramatically. I've had a speedtest.net account since 2015. On the first few weeks of having SKY my mbps was 520 with 66 upload. Similar as when I was with BT. Right now its 82 mbps with 64 upload. Response times have gone from 24ms to 74ms to the server I always use. I am hoping that all the poking and prodding has caused the drop and speed will return to normal once the ONT is replaced but it's rather frustrating, for another issue to arise.
I realise this is just a community forum, and I won't get much help here (kudos if anyone actually reads the book I've written). Just needs to write it all down and perhaps warn people that SKY present a good deal but if you have problems it can be a nightmare to fix. The hub also seems to be much worse than the BT one was too.
