topic Re: New equipment not working. in Broadband

New equipment not working.

Brian421 — Thu, 20 Mar 2025 12:46:15 GMT

I had a new router connected earlier this morning, it worked for a few minutes, now there's nothing, no tv, WiFi or internet. The Sky WiFi is not showing on my phone settings. The LAN light is flashing off and on, when it's off the power light on the router goes red. I was also told that the Virgin signal would be on until midnight but it has been switched off.

Re: New equipment not working.

caesarome — Thu, 20 Mar 2025 13:07:53 GMT

@Brian421 .

The first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

Re: New equipment not working.

Brian421 — Sat, 22 Mar 2025 18:14:22 GMT

Hi, Sky replaced my router with a brand new one. It works perfectly with all four lights glowing green! The WiFi works fine on my phone as long as I am fairly near the router, I am currently sitting on my settee on 5G with the four green lights glowing green about twenty five feet away. As for my tv ( about the same distance away) it picks up the WiFi signal long enough for me to put the password in and then the connection cuts out. The equipment was put in by MJ Quinn on behalf of Openreach. I have just re-watched their customer installation video which says they should demonstrate one of my devices working, but they didn't and left after showing my the four green lights on the router. The main reason I got Sky was to watch the F1 motor racing but I won't be doing that this weekend.