topic Re: Set Up not working in Broadband

Set Up not working

LucyCurling — Wed, 24 Sep 2025 16:08:17 GMT

today is my activation date and I recieved a text from sky saying my WiFi is now up so I've followed the instructions online and in the leaflet; I've plugged the grey cable into the master phone socket and then into the hub and then turned the hub one. I've done this multiple times and I've reset the device multiple times but it will not work. The only lights lit up are the power and WiFi lights which are both green. The internet might won't come on.

Re: Set Up not working

JimM1 — Wed, 24 Sep 2025 17:06:53 GMT

@LucyCurling What speed package did you order from sky, you have to be getting a fttc copper speed 80/20 for connecting to a OR Master socket, and also text from sky that it is ready and you can now connect! Grey cable Purple ends, one to the Purple back off the hub, the other to the RJ11 cable connection on a dual OR Master socket. ALL extension sockets will be dead for landline! Electronic version below, and if you are in a Fibre area you will not be using a landline connection at all!

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

Re: Set Up not working

peter-marlow+1966 — Wed, 24 Sep 2025 17:09:22 GMT

Do you have any other sockets or boxes in the house, possibly like this ?

if so then you have full fibre broadband and you need to plug your hub into it, also do you have a box outside the house like this

Re: Set Up not working

LucyCurling — Thu, 25 Sep 2025 05:46:27 GMT

Thank you for the response. I did get the text from sky and it's still not connecting.
I'll be honest, I have absolutely no clue what FTTC copper speed 80/20 even means.

Re: Set Up not working

Chrisee — Thu, 25 Sep 2025 06:24:10 GMT

@LucyCurling if you have connected the hub as explained here https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have using the cables that came with it and the hub is not showing its connected call Sky when their lines open.

Occasionally an activation does not go as planned and Openreach should have sent a report over night to Sky which should explain why.