Fibre installed Tuesday, working yesterday, now no phone
Discussion
Hi, Openreach engineer arrived on Tuesday, fitted Fibre, and all seemed well. I checked everything before she departed, phone and internet fine. Now my Sky TV has no broadband connection, explained by the lack of dial tone on the landline.
I'm today getting texts from Sky to say my full fibre broadband in now ready and all I need to do is connect to the hub with an online instructions link. Which I've followed to no avail. On poking about around the router I discovered the landline connection just lying loose and connected it into the hub, without result. Can't understand why this problem has waited two days after installation to rear it's head.
Anyone been through this?
I'm today getting texts from Sky to say my full fibre broadband in now ready and all I need to do is connect to the hub with an online instructions link. Which I've followed to no avail. On poking about around the router I discovered the landline connection just lying loose and connected it into the hub, without result. Can't understand why this problem has waited two days after installation to rear it's head.
Anyone been through this?
What did Openreach do exactly?
When we upgraded to Sky fibre, Openreach fitted the CSP - grey box outside the house, and Sky sent their own engineer a couple of days later to install the ONT (white box inside the house)
Sky had sent a brand new router that was connected to the ONT and the Sky engineer ran a speed test from his laptop to confirm it was working.
The old router and phone line continued to work until the next day when they were ceased.
Have you had all of those steps done? It seems extremely unlikely to my that Openreach would install more than the CSP for a Sky customer - Sky are pushing to do the entire installation, CSP as well as the ONT as they move away from satellite TV.
Reading what you wave put above, it sounds like there are a few steps in the process missing.
When we upgraded to Sky fibre, Openreach fitted the CSP - grey box outside the house, and Sky sent their own engineer a couple of days later to install the ONT (white box inside the house)
Sky had sent a brand new router that was connected to the ONT and the Sky engineer ran a speed test from his laptop to confirm it was working.
The old router and phone line continued to work until the next day when they were ceased.
Have you had all of those steps done? It seems extremely unlikely to my that Openreach would install more than the CSP for a Sky customer - Sky are pushing to do the entire installation, CSP as well as the ONT as they move away from satellite TV.
Reading what you wave put above, it sounds like there are a few steps in the process missing.
Motorman74 said:
What did Openreach do exactly?
When we upgraded to Sky fibre, Openreach fitted the CSP - grey box outside the house, and Sky sent their own engineer a couple of days later to install the ONT (white box inside the house)
Sky had sent a brand new router that was connected to the ONT and the Sky engineer ran a speed test from his laptop to confirm it was working.
The old router and phone line continued to work until the next day when they were ceased.
Have you had all of those steps done? It seems extremely unlikely to my that Openreach would install more than the CSP for a Sky customer - Sky are pushing to do the entire installation, CSP as well as the ONT as they move away from satellite TV.
Reading what you wave put above, it sounds like there are a few steps in the process missing.
Hi, everything you mention are the things that we've had. Except that the new router isn't here. I've just had notification that it's coming tomorrow via Royal Mail. So things are a bit clearer now. I just wasn't informed by anyone in the build up to the changeover that there would be a break in the connection. So I'm assuming that they've ceased the old phone line and router before actually suppling me with the equipment to replace it, or informing me that this would happen, which seems like a fairly crap way to go about business.When we upgraded to Sky fibre, Openreach fitted the CSP - grey box outside the house, and Sky sent their own engineer a couple of days later to install the ONT (white box inside the house)
Sky had sent a brand new router that was connected to the ONT and the Sky engineer ran a speed test from his laptop to confirm it was working.
The old router and phone line continued to work until the next day when they were ceased.
Have you had all of those steps done? It seems extremely unlikely to my that Openreach would install more than the CSP for a Sky customer - Sky are pushing to do the entire installation, CSP as well as the ONT as they move away from satellite TV.
Reading what you wave put above, it sounds like there are a few steps in the process missing.
Heaveho said:
Hi, everything you mention are the things that we've had. Except that the new router isn't here. I've just had notification that it's coming tomorrow via Royal Mail. So things are a bit clearer now. I just wasn't informed by anyone in the build up to the changeover that there would be a break in the connection. So I'm assuming that they've ceased the old phone line and router before actually suppling me with the equipment to replace it, or informing me that this would happen, which seems like a fairly crap way to go about business.
Something has gone badly wrong somewhere - I had my new router before Openreach even did the outdoor bit.Not great service as you say...
When you get the new router, you'll find a port on the back that you can plug the phone into.
Did you upgrade from Sky to Sky Full Fibre.
You might find your new hub is actually an ethernet cable to plug your Sky Box into your existing router.
That's what the dicks sent me but I had already plugged my box into the old router.
And as the other poster said you should just plug the phone into the router.
Sky are clueless !!
You might find your new hub is actually an ethernet cable to plug your Sky Box into your existing router.
That's what the dicks sent me but I had already plugged my box into the old router.
And as the other poster said you should just plug the phone into the router.
Sky are clueless !!
I recall I could connect ONT To sky box via ethernet directly before the new router was installed when I went FTTC to FTTP.
I got rid of my phone line as I didnt use it, but seem to recall I would of needed an adaptor for existing phone if not close to router location if I had kept it due to FTTP using digital voice.
What the ISPs dont always make clear is that if your electricity goes down then you can no longer use your landline, like you could before. (obviously if you have a wired landline that doesnt need power itself).
Causing issues for my parents who have a service where they "check in" each day to ensure they are OK (elderly) which wouldn't work with digital voice.
Slightly off topic but I read that BT Smart Hub 2 has built in DECT so if you have a DECT phone you dont need to plug the phone in whatsoever which I thought pretty good.
Combine with built in MESH and actually I think the Smart Hub 2 pretty decent for a ISP provided product.
I got rid of my phone line as I didnt use it, but seem to recall I would of needed an adaptor for existing phone if not close to router location if I had kept it due to FTTP using digital voice.
What the ISPs dont always make clear is that if your electricity goes down then you can no longer use your landline, like you could before. (obviously if you have a wired landline that doesnt need power itself).
Causing issues for my parents who have a service where they "check in" each day to ensure they are OK (elderly) which wouldn't work with digital voice.
Slightly off topic but I read that BT Smart Hub 2 has built in DECT so if you have a DECT phone you dont need to plug the phone in whatsoever which I thought pretty good.
Combine with built in MESH and actually I think the Smart Hub 2 pretty decent for a ISP provided product.
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