topic Re: How do you book an engineer? in Broadband

How do you book an engineer?

KB66 — Fri, 26 Sep 2025 16:47:30 GMT

I moved home two weeks ago, applied for transfer of services on 30th August. Got cut off a day early and was told that it had to be this way so that connection could be made to my new home - two weeks later service has been activated but I can't connect because the router does not fit the master socket. I've been on the phone to 4 different sky agents today and no one can help me. I've been through the automated connection guide but there is no option available to say none of these boxes fit

I can't get any help through my account - how is it this hard in 2025 to get working internet!?!?

Re: How do you book an engineer?

TimmyBGood — Fri, 26 Sep 2025 16:54:20 GMT

@KB66 wrote:

I can't connect because the router does not fit the master socket.

Presumably that's a cable not fitting?

Re: How do you book an engineer?

JimM1 — Fri, 26 Sep 2025 16:55:48 GMT

@KB66 Was it a like for like service from old to new home! Master Socket would suggest that you need the grey cable purple ends, one to the purple socket back off the hub, 1st left as you look on the back off the hub, the other end to the LHS RJ11 cable connection depending on your OR Master Socket arrangement!

Link below for connecting up a hub, has a few varients and a video also!

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