topic Re: Router Problem. in Broadband

Router Problem.

KazMac2 — Wed, 20 Nov 2024 20:07:20 GMT

So this is my problem. Customer service told me to get a new phone connection to go in the Router. I did, it's the same as the old one I already had. It just doesn't fit in this space. Please can anyone explain as I only went live on Friday and still can't use my landline 🤨😢

Re: Router Problem.

FLC — Wed, 20 Nov 2024 20:49:27 GMT

What's the back story, why were you told to get a new cable?

The cable you've pictured is an RJ11 DSL cable rather than a phone cable. I'm not aware of any UK phones that don't have the required BT connector, or at least an adapter from RJ1 to BT. So what phone do you have & where was it plugged in previously? I'd have thought it was plugged into a BT socket & you just needed to remove that & plug it into the Hub.

Re: Router Problem.

TimmyBGood — Wed, 20 Nov 2024 20:56:59 GMT

@KazMac2

The voice connection is the BT jack socket marked UK with a phone symbol. The purple RJ11 is for copper broadband and cannot connect to a telephone handset.

Re: Router Problem.

KazMac2 — Wed, 20 Nov 2024 22:03:19 GMT

So what are you saying? I've got Fibre Broadband so have the new VOIP calls, which I know all about. The Customer Service woman told me to plug it in the one marked UK phone 📞, which doesn't fit. That's what I keep saying.

Re: Router Problem.

KazMac2 — Wed, 20 Nov 2024 22:06:48 GMT

I just unplugged the cable out of the back of my old Vodafone Router. I didn't need to unplug it out of the Openreach socket on the wall. So all I needed to do is just plug it into my new Sky Hub or Router. Like I've been saying, it different than the Vodafone one and it doesn't fit🧐🤨

Re: Router Problem.

FLC — Wed, 20 Nov 2024 22:14:53 GMT

Ah, so you already had VOIP with Vodafone.

So presumably you replaced the original phone cable when Vodafone was installed, Do you no longer have that?

Re: Router Problem.

FLC — Wed, 20 Nov 2024 22:20:53 GMT

Or possibly your phone cable originally had one of these:

Re: Router Problem.

FLC — Thu, 21 Nov 2024 08:22:29 GMT

Not being able to edit is a pain.

@KazMac2

It's far mor elikely that when you first installed Vodafone that you added the opposite adapter to your phone cable. This is borne out here:

So all you should need to do is remove that adapter & plug the BT plug into the Sky router.

Re: Router Problem.

AndreaHunter — Fri, 17 Jan 2025 12:11:19 GMT

Can you send me a router as mine is cutting out and really slow

Re: Router Problem.

Chrisee — Fri, 17 Jan 2025 12:55:18 GMT

@AndreaHunter you are not talking to Sky by posting in the forum so nothing will happen to your request. Sky will replace a faulty hub if you call them. However cutting out and running slowly sounds more like a line issue or poor wifi neither of which will be cured by a new hub.

Re: Router Problem.

Carol511 — Fri, 24 Jan 2025 11:06:16 GMT

The connection box which was stuck to the wall keeps failing off. It is causing interference to the point I can't watch my TV. The wire is dangling but the box will not stay on the wall

Re: Router Problem.

loverboi — Tue, 25 Mar 2025 22:34:52 GMT

@Carol511hi you will have to call sky then they can contact openreach to fix your master socket 🙂