https://helpforum.sky.com/t5/Broadband/New-sky-hub-does-not-work/m-p/5269828#M564359 <P>I moved into my property two weeks ago and ordered Sky Broadband. I received the equipment and my activation date was midnight on 05/05/2026.</P><P>My setup is straightforward: I have no phone box, only a wall-mounted ONT. I have connected the yellow/black ethernet cable from Port 4 on the Sky Hub directly to the ONT's ethernet port, exactly as instructed in the printed documentation provided.</P><P>Despite this, the Hub consistently shows a red light. The ONT itself shows no light on the LAN port, though the power and PON lights are green.</P><P>I have now contacted Sky Technical Support three times. The first two advisors confirmed everything appeared correct on their end and advised me to power everything off for 30 minutes — which I did, with no result. The third advisor, contacted 36 hours after the activation date/time, told me the line is in a "pre-active state" and to try again tomorrow. This is not an acceptable resolution.</P><P>I have followed every instruction — both from your support team and the printed documentation — to the letter. The problem has not moved forward in 36 hours.</P><P>I am formally putting Sky on notice: if this is not fully resolved by tomorrow, I will be exercising my right to terminate this contract within the cooling-off period. I expect a prompt, substantive response — not another instruction to wait and try again.</P> Wed, 06 May 2026 20:17:20 GMT CharlChil 2026-05-06T20:17:20Z https://helpforum.sky.com/t5/Broadband/New-sky-hub-does-not-work/m-p/5269828#M564359 <P>I moved into my property two weeks ago and ordered Sky Broadband. I received the equipment and my activation date was midnight on 05/05/2026.</P><P>My setup is straightforward: I have no phone box, only a wall-mounted ONT. I have connected the yellow/black ethernet cable from Port 4 on the Sky Hub directly to the ONT's ethernet port, exactly as instructed in the printed documentation provided.</P><P>Despite this, the Hub consistently shows a red light. The ONT itself shows no light on the LAN port, though the power and PON lights are green.</P><P>I have now contacted Sky Technical Support three times. The first two advisors confirmed everything appeared correct on their end and advised me to power everything off for 30 minutes — which I did, with no result. The third advisor, contacted 36 hours after the activation date/time, told me the line is in a "pre-active state" and to try again tomorrow. This is not an acceptable resolution.</P><P>I have followed every instruction — both from your support team and the printed documentation — to the letter. The problem has not moved forward in 36 hours.</P><P>I am formally putting Sky on notice: if this is not fully resolved by tomorrow, I will be exercising my right to terminate this contract within the cooling-off period. I expect a prompt, substantive response — not another instruction to wait and try again.</P> Wed, 06 May 2026 20:17:20 GMT https://helpforum.sky.com/t5/Broadband/New-sky-hub-does-not-work/m-p/5269828#M564359 CharlChil 2026-05-06T20:17:20Z https://helpforum.sky.com/t5/Broadband/New-sky-hub-does-not-work/m-p/5269859#M564371 <BLOCKQUOTE><HR /><a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4677992">@CharlChil</a>&nbsp;wrote:<BR /> <P>I have followed every instruction — both from your support team and the printed documentation — to the letter. The problem has not moved forward in 36 hours.</P> <P>I am formally putting Sky on notice: if this is not fully resolved by tomorrow, I will be exercising my right to terminate this contract within the cooling-off period. I expect a prompt, substantive response — not another instruction to wait and try again.</P> <HR /></BLOCKQUOTE> <P>You are only talking to other customers here and not Sky support so if you want to terminate your contract you will have to call them again in the morning.</P> Wed, 06 May 2026 21:31:14 GMT https://helpforum.sky.com/t5/Broadband/New-sky-hub-does-not-work/m-p/5269859#M564371 caesarome 2026-05-06T21:31:14Z