topic Re: I haven’t been sent the right equipment I’m missing a cable in my sky box in Broadband

I haven’t been sent the right equipment I’m missing a cable in my sky box

Lucyfelton — Sun, 11 Aug 2024 11:00:46 GMT

I don't think I've been sent the right equipment I'm pretty sure I'm missing a cable for my sky broadband box

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 11:04:27 GMT

Have you upgraded to ultrafast fttp?

When is your activation date?

If you are getting full fibre sky send out an ethernet cable seperately. Check my orders for something called a conversion kit

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Highlinder — Sun, 11 Aug 2024 11:04:54 GMT

@Lucyfelton Which cable do you think is missing?

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Lucyfelton — Sun, 11 Aug 2024 19:35:14 GMT

I think I'm supposed to have a cable with a purple end to go in the purple port but there isn't one it only came with one with a blue and one with a yellow end and also I'm not sure if I'm supposed to have an ONT or because when I'm trying to set it up I'm just putting it straight into the master socket which I'm not sure is correct

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 19:42:37 GMT

@Lucyfelton

When are you due to be activated?

The yellow ethernet cable will plug into your ont when installed with the other end going into lan port 4

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 19:44:28 GMT

@Lucyfelton

This is an ont

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Lucyfelton — Sun, 11 Aug 2024 19:45:33 GMT

I've been activated already since the 9th of august but I've only got a master socket in the wall I don't have an ONT I didn't get sent one and I only have the Ethernet and the power cable not sure if I need another cable or not

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 19:51:15 GMT

@Lucyfelton

Its openreach who install in the uk it if not already present unless someone has made off with

Double check around the house again and get back to us

Please note in ireland siro will install it in the electric metre box

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Lucyfelton — Sun, 11 Aug 2024 19:53:27 GMT

I live in a flat and have only recently moved in so the previous tenant may have taken it with them I'm not sure who to contact to get one or where I can get one from Im in the uk

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 19:58:20 GMT

@Lucyfelton

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Highlinder — Sun, 11 Aug 2024 19:58:31 GMT

@cookiemonsteruk Did you not ask @Lucyfelton if they can do the check to what services are available with the checker from BT.

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 20:04:10 GMT

@Lucyfelton

Could you enter your full address in the link below and copy and paste the notes below the table

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

@Highlinder when customer mentioned yellow cable i guessed that it was the conversion kit

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Highlinder — Sun, 11 Aug 2024 20:06:03 GMT

@cookiemonsteruk I got one when I got my original kit from Sky that was FTTC and they sent another when I went to FTTP.

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Lucyfelton — Sun, 11 Aug 2024 20:14:45 GMT

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 20:18:50 GMT

@Lucyfelton

ONT exists with active service.

I am pretty sure the previous tenant has taken it with them

You can call sky as above or we can escalate to sky for you

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Lucyfelton — Sun, 11 Aug 2024 20:37:55 GMT

When I tried to call I struggled getting through because it asks to say in a few words what the reason for calling is and I didn't really know how to word it I've never had my own Wi-Fi before so it's been a bit confusing as I've just recently moved out of my parents house if you could get them to contact me some how or let them know that would be great thank you so much for your help

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

cookiemonsteruk — Sun, 11 Aug 2024 20:55:07 GMT

@Lucyfelton

Please keep an eye on this forum using a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or red/ blue chat bubble. When the red/blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Addie15 — Mon, 12 Aug 2024 07:24:04 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Lucyfelton.

Re: I haven’t been sent the right equipment I’m missing a cable in my sky box

Addie15 — Wed, 14 Aug 2024 13:04:24 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.