topic Re: Changed router cable - now no WiFi in Broadband

Changed router cable - now no WiFi

michellenadean1 — Sun, 25 Jan 2026 13:24:26 GMT

Afternoon all , yesterday afternoon I was moving stuff in my mothers living room and I tripped on the sky broadband router and I ripped the purple modem cable out. So I went and replaced the modem cable and it wouldn't connect. I did the steps in my mums sky account and they said an engineer needs to come out because there's an issue. I connected via chat and spoke to an agent who said there's an issue outside. But there wasn't an issue. The issue was me tripping and breaking the cable. So they're saying it's 3-5 days before it's fixed. We are only here on holidays with my mum and she needs to WiFi for her security cameras. I don't understand why a tech needs to fix the outside issue. Any advice ?

Re: Changed router cable - now no WiFi

stereohaven — Sun, 25 Jan 2026 13:37:06 GMT

Sounds like a traditional copper connection if it is a purple cable.

I suspect you may have damaged the Openreach point where the line terminates in the house and the purple cable runs from to the router/hub.

As the Openreach point is in the house, if that is the issue and it needs replacing, you might be charged for a fix (well, your Mum might).

Re: Changed router cable - now no WiFi

michellenadean1 — Sun, 25 Jan 2026 13:49:51 GMT

Hmm the cable ripped out on the device itself. Not on the wall part. Would that make a difference? I can't find a number to call customer service

Re: Changed router cable - now no WiFi

JimM1 — Sun, 25 Jan 2026 13:56:40 GMT

@michellenadean1 Replacing the cable should be enough, there is only TWO wires in that cable, are you sure the replacement cable is OK and where did it rip out, the cable itself and the littke socket plug stayed in or did you also rip the plug out at the modem end, look carefully at the hub end socket just in case a pin got moved they are delicate at times! 4 pins normally and pins 2/3 are the ones used!

See link below, post 4 click on it, then down to call us click and number to call will be shown, 8am to 8pm and your mother needs to speak and pass security so you are aware!

https://helpforum.sky.com/t5/Broadband/Moving-Home/m-p/5080372

Re: Changed router cable - now no WiFi

stereohaven — Sun, 25 Jan 2026 13:53:42 GMT

@michellenadean1 wrote:
Hmm the cable ripped out on the device itself. Not on the wall part. Would that make a difference? I can't find a number to call customer service

And it could be the hub/router that is broken, not the Openreach point, but that wouldn't normally show as a "fault outside', and it could be both are damaged.

It's impossible to tell without seeing it, hence an engineer being needed. If it was just a problem with the purple cable, changing it would have fixed the issue. The wires in an Openreach termination point are very thin and fragile sadly.

Re: Changed router cable - now no WiFi

michellenadean1 — Sun, 25 Jan 2026 13:59:58 GMT

Ok I checked the one I got. It has 4 little gold things on it. And the original has 2 on it. How do I buy one with only 2 on it ?

Re: Changed router cable - now no WiFi

JimM1 — Sun, 25 Jan 2026 14:06:55 GMT

@michellenadean1 The 4 are fine you look closely you will see outer two are missing on that so as before cable with the 4 pins 1 and 4 are NOT used the outer two!!! Make sure it pushes in and click's both sides, the Hub and the OR Master socket! Once done hub off, leave a minute back on, then watch the Internet light if that is the hub with 4 lights 2nd from the left, amber then Green, when Green good to go!

Re: Changed router cable - now no WiFi

michellenadean1 — Sun, 25 Jan 2026 15:20:47 GMT

I’ve tried so many time and it won't work 😞

Re: Changed router cable - now no WiFi

JimM1 — Sun, 25 Jan 2026 16:06:52 GMT

@michellenadean1 There is just NO easy way to test, if your sky Hub got damaged on that Purple Port the pins on the hub you need to look at, and the replacement cable, i will say i have and only once had one bad cable even though there is only two connections made on it...

So you either have to wait get a replacement Hub or try another cable, or look at the pins inside that purple socket!!!!

Your OR Master socket is it a direct cable connection or do you have what is called a ADSL filter on it, one for the hub, and one for a phone connection? See the link below few samples off connecting to a OR Socket!

Where did the phone plug into, the OR socket or the back off the sky Hub?

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