topic Re: Missing box in Broadband

Missing box

hamstring — Wed, 01 Oct 2025 14:44:19 GMT

Fast broadband to be installed Nov, but only have the leads - no box. Help! I've tried ringing, messaging - no-one replying to my box is missing!

Re: Missing box

JimM1 — Wed, 01 Oct 2025 15:20:05 GMT

@hamstring What box is missing, you need to be more precise!

Re: Missing box

hamstring — Wed, 01 Oct 2025 19:17:07 GMT

Sorry - the modem

Re: Missing box

JimM1 — Wed, 01 Oct 2025 19:21:12 GMT

@hamstring Do you mean that the original ONT Fibre modem that should be there is no longer present, the modem / and the PSU are gone, all that is left is the hanging Fibre Optic cable with the Green plug on it!

Re: Missing box

hamstring — Wed, 01 Oct 2025 20:08:27 GMT

Sorry, my bad. I'm hopeless at communicating - obviously! I've been trying most of the day to speak to SKY because I have the leads, but no modem for the forthcoming (November) installation by BT of superfast broadband. The AI bot eventually directed me here to get an answer, but I can see that it is not the right place. I will have to try again ringing SKY tomorrow.

Re: Missing box

JimM1 — Wed, 01 Oct 2025 20:18:29 GMT

@hamstring The sky Hub is sent to the address only a few day's before the activation go live date, so if it is in november then towards the end off october would be the earliest, set to arrive one-two days before it is due to happen!

Full fibre is two parts, there is a modem called the ONT Optical Network Terminal that connects the Fibre cable from the home all the way back to the Exchange.

Plugging into that ONT is the Sky Hub, it connects to that via an Ethernet cable.

If copper connection to a OR Master Phone socket, that exist's in the home, and the sky Hub uses a RJ11 - RJ11 cable, normally grey with purple connection ends. Hope this gives you some idea!

Re: Missing box

JimM1 — Wed, 01 Oct 2025 20:20:50 GMT

@hamstring Have linked the new install off a hub, there is a little video if you wish to see it.

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

Re: Missing box

hamstring — Thu, 02 Oct 2025 20:12:27 GMT

Thank you, thank you, thank you!!

I'm so glad now I came on here, and thank you for not belittling my lack of knowledge.

Re: Missing box

JimM1 — Thu, 02 Oct 2025 20:44:53 GMT

@hamstring The Forum is here to help where we can, and networking is just not the forte off everyone!