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    No internet or phone

    This is a discussion on No internet or phone within the Sky Talk forums, part of the Other Sky help and support category; Hello, My sky fibre and my phone line were supposed to be activated today. I'm a customer switching from O2 ...

    1. #1
      zhasan's Avatar
      zhasan is offline Sky User Member
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      No internet or phone

      Hello,

      My sky fibre and my phone line were supposed to be activated today. I'm a customer switching from O2 (broadband) and BT (Phone line) and as of this moment I have no working internet and there is no dial tone on my phone. Naturally, with not working landline I cannot call Sky Customer Service and with Live Chat always busy I can't get help from there either. My landline was working up and till this morning and after that there has been no dial tone.

      I've tried unplugging everything and have tried testing multiple phones but again there is still no dial tone and my Broadband is not working either. As a new customer I am completely unimpressed and my worst fears are coming to fruition. I'd really appreciate it if someone could shed light on my issue and what I can do to get in touch with CS.


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    3. #2
      Scubbie's Avatar
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      Re: No internet or phone

      It sounds like the BTO Engineer hasn't completed his work order.

      Have you tried posting on the Sky forums in order to attract the attention of someone there?

      Alternatively if you have a mobile phone, you could try that. There are some alternative numbers to their 08442 number which would be expensive on a non-Sky number, but you can also ask them to call you back promptly.

      These numbers were lifted from the 'saynoto0870' site:


      • 020 7126 7020
      • 020 7705 3000
      • 01383 814000
      • 01506 484000
      • Freephone: 0800 0963624
      • Freephone: 0800 0158638


      I note that you do have an Internet connection. You could always use Skype to call on the 0800 numbers if nothing else is available.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    4. #3
      zhasan's Avatar
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      Re: No internet or phone

      Quote Originally Posted by Scubbie View Post
      It sounds like the BTO Engineer hasn't completed his work order.

      Have you tried posting on the Sky forums in order to attract the attention of someone there?

      Alternatively if you have a mobile phone, you could try that. There are some alternative numbers to their 08442 number which would be expensive on a non-Sky number, but you can also ask them to call you back promptly.

      These numbers were lifted from the 'saynoto0870' site:


      • 020 7126 7020
      • 020 7705 3000
      • 01383 814000
      • 01506 484000
      • Freephone: 0800 0963624
      • Freephone: 0800 0158638


      I note that you do have an Internet connection. You could always use Skype to call on the 0800 numbers if nothing else is available.
      Thank you. I managed to get in touch and a BTO engineer will take a look soon.

    5. #4
      Scubbie's Avatar
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      Re: No internet or phone

      Good.

      Did they say how soon?

      Also please do let us know when it is all working.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    6. #5
      zhasan's Avatar
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      Re: No internet or phone

      Within 48-72 hours was the estimate, although the advisor mentioned he flagged the case as high priority.

    7. #6
      zhasan's Avatar
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      Re: No internet or phone

      Quote Originally Posted by Scubbie View Post
      Good.

      Did they say how soon?

      Also please do let us know when it is all working.
      The engineer came by this morning and the phone is working now at least. However, there are still issues with the broadband. Web pages are loading very slow and we're having weird intermittent connection issues with Skype (disconnecting and reconnecting). The Sky Hub shows a stable up time and no disconnections are noted, so its rather strange. Are there any diagnostic tools I can use to monitor what might be going on?

    8. #7
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      Re: No internet or phone

      Did the engineer do anything within your home other than check that your phone was working?
      Was your previous broadband (with O2) ADSL or Fibre?
      Are Sky aware that you still have a problem?
      How well is the phone line working, by which I mean does making a phone call effect your broadband and do you get good results on a quiet line test?
      Are you using ADSL filters or do you have a VDSL faceplate fitted to your master socket?

    9. #8
      Scubbie's Avatar
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      Re: No internet or phone

      Very good news.

      The Internet should normally be up to full speed from the off with Fibre. Are you using the microfilters which came with the router or something else?

      The DLM is run by BTO but you can get the connection stats from the SR102. If you could post these others might be able to help you better than I can.

      Also, just in case, could you set up a Quality Monitor through the Thinkbroadband site? This might help to identify the cause.

      Edit: Seawright got there too

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    10. #9
      zhasan's Avatar
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      Re: No internet or phone

      Quote Originally Posted by seawright View Post
      Did the engineer do anything within your home other than check that your phone was working?I wasn't at home at the time so I'll have to double check, but I don't think much was done other than a check.
      Was your previous broadband (with O2) ADSL or Fibre? ADSL
      Are Sky aware that you still have a problem? Yes, I think they changed some settings and we're currently monitoring the situation.
      How well is the phone line working, by which I mean does making a phone call effect your broadband and do you get good results on a quiet line test? It sounds clear.
      Are you using ADSL filters or do you have a VDSL faceplate fitted to your master socket?We have a VDSL faceplate on the master socket but we are using the supplied filters on phones connected to other sockets.
      See in bold

      Quote Originally Posted by Scubbie View Post
      Very good news.

      The Internet should normally be up to full speed from the off with Fibre. Are you using the microfilters which came with the router or something else?

      The DLM is run by BTO but you can get the connection stats from the SR102. If you could post these others might be able to help you better than I can.

      Also, just in case, could you set up a Quality Monitor through the Thinkbroadband site? This might help to identify the cause.

      Edit: Seawright got there too
      Yes, the ones supplied with the router. And will do!

    11. #10
      Scubbie's Avatar
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      Re: No internet or phone

      Provided that the wiring is all correctly done, you should not need to use the microfilters as you have the VDSL filtered faceplate.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

     

     

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