topic Re: HELP I cannot set up my internet in Broadband

HELP I cannot set up my internet

Gsb25 — Fri, 21 Nov 2025 10:53:09 GMT

I have got the sky broadband hub that came with 2 cables, 1 power cable and 1 Ethernet cable. I only have 1 master socket that is a Openreach master socket 5C. After following the instructions the internet light does not turn on. Can anyone help me?

Re: HELP I cannot set up my internet

Chrisee — Fri, 21 Nov 2025 11:18:40 GMT

@Gsb25 the fact Sky provided a hub with an Ethernet cable implies they are switching your connection from psrtial fibre to full fibre. If so you should be looking for an ONT unit which is a small white box on thexwall with lights if it is powered rather than the old phone socket. If an engineer is due to visit then they will fit the ONT.

If you are dertain tgat you are infact getting a partial fibre service you can buy a dsl modem cable at virtunally every hardware store the cable should come with rj11 connecctors.

Re: HELP I cannot set up my internet

Daniel0210 — Fri, 21 Nov 2025 11:39:25 GMT

@Gsb25

That second image is likely to be rejected. Sky do not allow IP or MAC addresses, SSID's or telephone numbers to be displayed.

Re: HELP I cannot set up my internet

JimM1 — Fri, 21 Nov 2025 11:44:02 GMT

@Gsb25 Easiest thing say what speed of package you have bought from sky, that will help, also see the OR BTW site as linked, put your address details in and if FF is available it will show you. Lines below the table are the telling factor unless you know already!

BT Broadband

Re: HELP I cannot set up my internet

Gsb25 — Fri, 21 Nov 2025 13:03:58 GMT

Thanks I got the 150Mbps Full Fibre broadband.

Re: HELP I cannot set up my internet

JimM1 — Fri, 21 Nov 2025 13:11:46 GMT

@Gsb25 Then you are looking for a ONT from either OR Openreach or CF CityFibre, if not already in your home that has yet to be installed.

If you are meant to have one, unfortunatly some do get removed and taken by previous home owners but the tell tale will be a white fibre with a green plug on the end of it and a missing ONT/PSU gone!

Link shows you what one looks like!

What was the Activation day that sky gave you, the sky Hub is sent out early to arrive before the activation so you may just be whating on all the other ducks and planets to align before you get sky Broadband!

Re: HELP I cannot set up my internet

Gsb25 — Fri, 21 Nov 2025 14:34:57 GMT

We cannot find a ONT in our house and the activation date was 7th November!

Re: HELP I cannot set up my internet

GD1 — Fri, 21 Nov 2025 14:36:43 GMT

@Gsb25 What does it show here https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Can you post an image of the results ensuring no address/cabinet data is present

Re: HELP I cannot set up my internet

JimM1 — Fri, 21 Nov 2025 14:48:51 GMT

@Gsb25 Will also be well worth a look on your sky account and also in your My Messages section, if sky think and are aware, have sent you text's and e-mail etc that you are now live then as far as they would be aware you are up/running and all is good!

Re: HELP I cannot set up my internet

Gsb25 — Fri, 21 Nov 2025 14:53:06 GMT

Re: HELP I cannot set up my internet

Gsb25 — Fri, 21 Nov 2025 14:56:03 GMT

I cannot find a contact number with a human to speak to about the set up from sky 😞 I have followed instructions online and it tells me they will get back to me within 72hrs

Re: HELP I cannot set up my internet

GD1 — Fri, 21 Nov 2025 15:01:14 GMT

@Gsb25 Do you see a cable anywhere with a Green connector on it?

According to the results there shoudl be an ONT though it is possible the previous residents took it with them (why goodness only knows!)

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

Re: HELP I cannot set up my internet

Gsb25 — Fri, 21 Nov 2025 16:01:16 GMT

Thank you I have found the ONT but it is missing the power cable. 👍

Re: HELP I cannot set up my internet

JimM1 — Fri, 21 Nov 2025 16:04:35 GMT

@Gsb25 Now you need to call sky and inform them off that fact! Or/and still calling sky to get it replaced with the OR one, below!

https://www.amazon.co.uk/Adapter-Converter-Driver-100-240V-Transformer/dp/B09DYDRFKZ/ref=sr_1_7_mod_primary_new?

Re: HELP I cannot set up my internet

GD1 — Fri, 21 Nov 2025 19:37:47 GMT

@Gsb25 wrote:

Thank you I have found the ONT but it is missing the power cable. 👍

It's not the 1st time someone has posted this, why the take a power cables is even more baffling, you'd need to call Sky.