topic Re: New customer broadband not working in Broadband

New customer broadband not working

94jess — Tue, 03 Sep 2024 17:44:57 GMT

My activation date was yesterday, I received a message from the open reach engineer to say it is active yesterday. I connected the broadband box as per the instructions on the app but the light on the box is still red. I have repeated installation numerous times but to no avail! Is this a fault that I am causing or is it something that can only be fixed by sky?

Re: New customer broadband not working

94jess — Tue, 03 Sep 2024 18:29:58 GMT

The light has since gone from red to flashing green, but still no update on the app.

Re: New customer broadband not working

Highlinder — Tue, 03 Sep 2024 18:51:01 GMT

@94jess Was this install for superfast or ultrafast broadband that was being installed?

Re: New customer broadband not working

94jess — Wed, 04 Sep 2024 06:41:06 GMT

It's super fast.

Re: New customer broadband not working

Highlinder — Wed, 04 Sep 2024 08:19:00 GMT

@94jess Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: New customer broadband not working

94jess — Wed, 04 Sep 2024 08:33:53 GMT

Thank you for your support on this.

I'm currently on hold with a support engineer as they believe there's a fault in the network line.