topic Re: Internet is not working in Broadband

Internet is not working

Nala241 — Thu, 15 May 2025 18:51:14 GMT

I have set up the cables as per in guide but still internet button on the hub is not green. I have connected ethernet cable to open reach modem and port 4 in WAN in the hub and powered on in the both open reach modem and hub. I have fiber connection. Can anyone help me with this?

Re: Internet is not working

caesarome — Thu, 15 May 2025 19:15:00 GMT

@Nala241

When was your activation date ?

Re: Internet is not working

Nala241 — Thu, 15 May 2025 20:13:08 GMT

It’s on 13 th of May. I have a doubt with the ports which I connected. There's no phone cable? I just only connected ethernet cable.

Re: Internet is not working

JimM1 — Thu, 15 May 2025 20:23:22 GMT

@Nala241 Black or white hub. If black what are the first digits of the serial number D2 for the UK and DE for ROI, been a few mixups with wrong hubs to wrong locations.

Re: Internet is not working

Nala241 — Thu, 15 May 2025 20:32:52 GMT

Black hub and D210

Re: Internet is not working

JimM1 — Thu, 15 May 2025 22:19:10 GMT

@Nala241 SR203 sky hub, and with the D2 then good for connecting to the UK. On the OR ONT do you have 3 green lights, Power, Pon and the Lan flickers as the hub sends data to it?

Re: Internet is not working

Blushlieb — Thu, 15 May 2025 22:45:40 GMT

I have the exact same problem and have the 3 lights on

Re: Internet is not working

Nala241 — Thu, 15 May 2025 22:53:28 GMT

@JimM1 Yes all of them are green

Re: Internet is not working

JimM1 — Fri, 16 May 2025 06:20:28 GMT

@Nala241 It does sound like there is either a problem with your hub, or that openreach/sky have not activated your connection correctly. If you look on your sky My Messages you should see the state, you should also have received a text from sky around you 13th saying that you are now activated and to connect your router. As you are no internet light or an orange light then you have to call sky and get them to take a look, you could try to power off the ONT and wait for it to boot up again to the 3 green lights but do not think it will clear up the connection issue for you.

Re: Internet is not working

Nala241 — Sat, 17 May 2025 10:32:12 GMT

Okay How can I contact sky team I couldn't find any contact number. It seems like there's a problem in the connection.

Re: Internet is not working

caesarome — Sat, 17 May 2025 11:37:51 GMT

@Nala241

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.