topic Re: Can’t connect to broadband in Broadband

Can’t connect to broadband

Aliceflo — Thu, 01 May 2025 07:05:51 GMT

Our internet was activated yesterday however it won't work. The box is on with both the power & WiFi light on. It just keeps coming up saying there is a connection error. I have gone around the houses with all the troubleshooting pages but nothing it working and I'm starting to get abit impatient because it is not making sense. If someone could point me in the right direction that would be fab! Thanks in advance

Re: Can’t connect to broadband

Highlinder — Thu, 01 May 2025 07:07:58 GMT

@Aliceflo You have no internet light or voice light is orange or off?

Re: Can’t connect to broadband

Chrisee — Thu, 01 May 2025 07:09:45 GMT

@Aliceflo if the internet light isnt on then the activation has not happened. This can happen where Openreach hit a snag so you need to talk to Sky to find out what has happened.I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Can’t connect to broadband

Aliceflo — Thu, 01 May 2025 07:12:00 GMT

The voice light isn't on at all - just the power light which is green & the WiFi one which is green.

Re: Can’t connect to broadband

JimM1 — Thu, 01 May 2025 08:00:58 GMT

@Aliceflo As a new customer with a new Black SR203/4 router from sky, take a quick look at the serial number is it DE or D2 for the starting part off the number? Do not publish the number you see just the first 2 digits and UK or ROI where you are based? Just trying to eliminate a possible issue.

Re: Can’t connect to broadband

Tom-W19 — Thu, 01 May 2025 10:12:07 GMT

Thanks for escalating. We've sent an invite to @Aliceflo.