topic Re: Please help urgent! in Broadband

Please help urgent!

SNC20 — Fri, 01 Aug 2025 19:20:46 GMT

I unplugged 2 of the cables as my husband asked me to reset the internet, they were both plugged back in the correct slots now it's saying no WiFi and the voice light is orange? I've plugged them back in the correct slots and nothing appears to be broken etc but the WiFi won't come back 😭

Re: Please help urgent!

JimM1 — Fri, 01 Aug 2025 19:35:59 GMT

@SNC20 Do you have the no internet and voice light error or do you say that the wifi light is the problem. see the link for lights!

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 19:57:38 GMT

Thank you for your response. We have an orange light for voice a green light for power and a green light for WiFi but no light for internet! All the cables are plugged back in the correct sockets so I'm not sure why it's not working? Online tests say connections are working etc.

Re: Please help urgent!

TimmyBGood — Fri, 01 Aug 2025 19:59:03 GMT

@SNC20

What was the purpose of the initial reset?

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 20:01:32 GMT

Husband was playing fifa told me to reset as it was being slow and lagging? TVs and children's tablets were working ok and so was phone WiFi. I need to try and fix it asap as we can't watch tv until it's fixed as we stream everything via the internet 😭

Re: Please help urgent!

JimM1 — Fri, 01 Aug 2025 20:13:30 GMT

@SNC20 Say where the cables are plugged into on the back, if you are Full Fibre cable is in port 4 marked wan to the ONT lan, if you are part fibre then the cable is in the purple connector marked DSL and connected other end to the Phone master socket either direct to it or through a ADSL filter.

Just double check that you have pushed them home fully and they clicked into place. Link below about connecting up a new hub!

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 20:27:38 GMT

Sorry I'm not technical at all 🙈 there's an orange cable in slot 1, a grey cable in slot 2 the 12v power cable and then our phone cable plugs into the socket that says Italia/ROI. I'm pretty sure we don't have fibre on our street yet and I only know that as a neighbour told me we're getting it later in the year.

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 20:30:22 GMT

@JimM1 @We have a purple slot but it's not DSL, I'm sure I didn't unplug it from there, should I try it in that slot?

Re: Please help urgent!

JimM1 — Fri, 01 Aug 2025 20:36:20 GMT

@SNC20 NO it only plugs into that socket if you have the old cable to a Master Phone socket..

If you have full fibre speeds upto the 900Mb/s then port 4 wan, that cable will never fit in the purple socket anyway!

see the link post 6 shows you how to connect it all!

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 20:38:05 GMT

@JimM1 it's fixed since I put it in the purple slot! I feel so silly, I obviously didn't realise I'd unplugged it from the purple slot when I popped it back in as I wasn't properly looking! I did think it was strange that it was in the italia slot but as it didn't fit in the uk one I thought that must be where I unplugged it 😂 thank you for taking the time to reply and help, it's very much appreciated!

Re: Please help urgent!

GD1 — Fri, 01 Aug 2025 20:39:38 GMT

@SNC20 wrote:

Husband was playing fifa told me to reset as it was being slow and lagging? TVs and children's tablets were working ok and so was phone WiFi. I need to try and fix it asap as we can't watch tv until it's fixed as we stream everything via the internet 😭

Lesson here is not to unplug cables, to reset a hub you can do that in the hub menus or power on & off at the mains, no need to be pulling cables out here & there.

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 20:50:56 GMT

Thanks - I couldn't reach the mains plug hence why I pulled out the cable.

Re: Please help urgent!

JimM1 — Fri, 01 Aug 2025 20:58:34 GMT

@SNC20 No problems good you are back working, kids will be happy at least. Picture on the phone is always good to have should you ever want to do it again!👍

Re: Please help urgent!

SNC20 — Fri, 01 Aug 2025 21:25:45 GMT

@JimM1 Definitely! Let's just say I'll make sure my husband re-sets it next time! So grateful for your time and help with my very silly mistake 🙈 thank you again!

Re: Please help urgent!

patriciaDaniels — Mon, 22 Sep 2025 17:56:26 GMT

need help

Re: Please help urgent!

daveNOS — Mon, 22 Sep 2025 17:59:36 GMT

@patriciaDaniels If you don't post what the issue is then no-one here can even attempt to offer help or advice.

Re: Please help urgent!

JimM1 — Mon, 22 Sep 2025 18:14:36 GMT

@patriciaDaniels It is possibly best that you call sky!