topic Re: Cannot connect Wifi Max broadband installation. Am I missing something? in Broadband

Cannot connect Wifi Max broadband installation. Am I missing something?

KatieS1 — Thu, 22 Feb 2024 17:41:43 GMT

Received text from Sky that our Wifi Max Broadband is now ready - so at our end we are to install. Tried all the instructions and plugged in the correct cords (I think) - still not connected.

What am I doing wrong?

Was on hold with Sky to try to work it out - the call disconnected after being on hold for 1.5 hours. Not happy. Without wifi and I need it fixed

Please help

Re: Cannot connect Wifi Max broadband installation. Am I missing something?

peter-marlow+1966 — Thu, 22 Feb 2024 17:45:00 GMT

Have you gone through the setup on the my sky app

Re: Cannot connect Wifi Max broadband installation. Am I missing something?

KatieS1 — Thu, 22 Feb 2024 17:49:07 GMT

Yes, did that.

Re: Cannot connect Wifi Max broadband installation. Am I missing something?

KatieS1 — Thu, 22 Feb 2024 17:55:43 GMT

Are we confused re which cord to plug into where?

Re: Cannot connect Wifi Max broadband installation. Am I missing something?

JimM1 — Thu, 22 Feb 2024 18:15:27 GMT

@KatieS1 Ethernet cable, has 8 pins on plug, Wan port 4 on back of router, to ethernet connection on ONT from openreach if this is an FTTP install.

Otherwise purple cable from dsl on router to master socket of telephone wall connection.

There is a help on sky if you need it, document sent with router does not always show what to do...

Link added to get you there

Setting up your Sky hub | Sky Help | Sky.com

Re: Cannot connect Wifi Max broadband installation. Am I missing something?

TimmyBGood — Thu, 22 Feb 2024 18:17:39 GMT

@KatieS1

It's quite likely that data won't actually start flowing until midnight at the end of the activation day.

Re: Cannot connect Wifi Max broadband installation. Am I missing something?

KatieS1 — Sun, 25 Feb 2024 21:23:37 GMT

Escalated to an engineer now. Tried multiple times 🙁