topic No broadband connection in Broadband

No broadband connection

LizzieM23 — Sun, 22 Sep 2024 18:47:30 GMT

I got a text saying that my NOW superfast broadband was activated three days ago, but we still haven't been able to receive a broadband signal.

Due to being the super fast we have a sky router (instead of a NOW one) and our phone port has both a broadband and phone connector, so we have used the black cable provided and connected the router using the broadband port (purple end in the router, white end in the broadband port)

As far as I can tell this set up is correct, and we've tried resetting many times with no luck

I'm resorting to asking on here as calling has proved no help, the NOW team tell me that as it's a product in collaboration with sky that I need to talk to Sky, and sky tell me that as it's NOW broadband they can't help - so I've been passed back and forth by customer service for three days now!

any suggestions much appreciated! Otherwise I may have to cancel and just go with someone else as no one seems to be able to even start to help

Re: No broadband connection

cookiemonsteruk — Sun, 22 Sep 2024 18:54:46 GMT

@LizzieM23

What speed were you told you would get?

If you would enter your full address in the wholesale checker below and post the table and the notes below after removing your address from the image

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

Re: No broadband connection

LizzieM23 — Sun, 22 Sep 2024 21:32:12 GMT

@cookiemonsteruk we were told up to 60 mb/s - but we've not had a chance to test yet as we've never had a signal!

here are the pictures from that site:

on our router the 'internet' light has been amber since it was activated three days ago

thanks for your help