topic New customer, issues with connectivity in Broadband

New customer, issues with connectivity

AT6878 — Mon, 22 Sep 2025 23:39:06 GMT

Hello

I got my broadband activated today (22/09/25) I got the text saying it was live at 8pm

My broadband/internet and WiFi worked for a few hours until about midnight or so (I'm a Nightshift worker hence being up this "late")

I'm confused, non of the standard fixes (resetting, unpowering ect) seem to work for fixing my access.

I don't know if it's because of my first day it being live or if there's a bigger issue at hand. Both on a device with a wired connection and a WiFi connection from my mobile I couldn't get any kind of connection.

Would appreciate any and all advice.

Many thanks

Re: New customer, issues with connectivity

Chrisee — Tue, 23 Sep 2025 07:03:56 GMT

@AT6878 loss of connectivity between midnight and 5am can be down to maintenance work it coukd be an unfortunate coincidence that Openreach took down your new connection only a few hours after activation or more likely they waited to do some network optimisation.

In general if your service goes down ie the hub shows it has lost connection (see https://www.sky.com/help/articles/hub-lights-explained-start) you cannot do anything beyond a hub reboot to bring it back up. If your service is still down this morning give Sky a call but services do take a few days to optimise.