topic Re: Moved house- new router! in Broadband

Moved house- new router!

Robwilkinson — Fri, 22 May 2026 11:46:42 GMT

Just moved my router to our new house which only has a fibre cable with yellow tip. Doesn't connect to the router. How do I get a compatible router from sky?

Re: Moved house- new router!

GD1 — Fri, 22 May 2026 12:05:29 GMT

@Robwilkinson You don't you need an ONT, there should have been one there already however looks like the previous owners have removed it fo some weird unlnown reason.

As you've moved did you book a home move? If not your service woud be active at the new address until you do.

Re: Moved house- new router!

TimmyBGood — Fri, 22 May 2026 13:22:03 GMT

@Robwilkinson

That's the green jack of an optical pigtail: as @GD1 indicates it plugs into an Optical Network Terminal, not a Hub, because ISP routers don't contain optical interfaces. The link between the ONT and Hub is an ethernet cable: a Sky Broadband Hub or Max Hub is compatible with FTTP in such a configuration.

You'll need to let Sky know the ONT is missing, and I'd also be somewhat suspicious that the pigtail may be damaged as it shouldn't be loose like that: unfortunately you won't know if it's intact until there's an ONT in place.

Re: Moved house- new router!

Robwilkinson — Fri, 22 May 2026 15:28:47 GMT

How do I tell sky or OR that's I need an ONT?

Re: Moved house- new router!

GD1 — Fri, 22 May 2026 15:37:15 GMT

@Robwilkinson You need to call Sky if they provide your broadband.

Did you not tell them whan you booked the home move?

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.