topic Re: New Full Fibre Install, Can't find Network in Broadband

New Full Fibre Install, Can't find Network

marycreasey1 — Mon, 20 Jul 2026 17:09:37 GMT

I've had City Fiber out today to upgrade me from copper wires to Full Fibre.

They've installed a lovely new router which is all switched on with all 4 lights green....but no one can actually find the network to connect to it. It's not coming up at all when searching wifi connections on our mobiles.

However, the old router, that is completly unpluged / disconnected IS still showing up and I can connect to that old network name using the old password. I've even unplugged the Skyq box and that old network is still coming up, but no sign of the new one.

What should we do? Is the new router just going by the name (and password) of the old one? Has anyone else had this issue?

Thanks in advance

Re: New Full Fibre Install, Can't find Network

Deb3000 — Mon, 20 Jul 2026 17:34:40 GMT

If by “new router with 4 green lights” on you mean the box they have attached to the wall, then that is only a modem and will not work on its own. The old router needs to be connected to that and not the old phone socket.

They should have sent/given you a new cable that goes from the box on the wall to the WAN port on the router.

Re: New Full Fibre Install, Can't find Network

TimmyBGood — Mon, 20 Jul 2026 17:42:26 GMT

@Deb3000 wrote:

If by “new router with 4 green lights” on you mean the box they have attached to the wall, then that is only a modem and will not work on its own.

I was thinking on those lines too: there was another similar post recently.

@marycreasey1

If it's a black box (because it's CityFibre) on a wall mount then that's not a router: it's an Optical Network Terminal.

Re: New Full Fibre Install, Can't find Network

marycreasey1 — Mon, 20 Jul 2026 18:20:56 GMT

No, I'm not talking about the box attached to the wall. I'm talking about the actual new router . It's called a 'Hub 5' I believe.

Re: New Full Fibre Install, Can't find Network

marycreasey1 — Mon, 20 Jul 2026 18:23:05 GMT

No, I'm not talking about the little box on the wall. I'm talking about the new router / hub. Like this one...

Re: New Full Fibre Install, Can't find Network

Deb3000 — Mon, 20 Jul 2026 18:35:49 GMT

That’s strange then. I take it is connected to the box on the wall, in which case it should just be the default SSID (Wi-Fi name) and password listed on the router.

Did the tech test it before he left?

Re: New Full Fibre Install, Can't find Network

marycreasey1 — Mon, 20 Jul 2026 18:47:22 GMT

Yes, the new hub is connected to the new box on the wall and they both have all green lights. I assume he tested it, but I didn't really ask too many questions because I assumed I'd just be able to find it straight away when I search for wifi networks on my phone.

I am connected to WiFi and it is working fine, it's just that it's to the old hub name and password, which shouldn't be working at all because it's completely off and unplugged.

I can't work it out at all, how can I be connected to a old hub/ router that isn't even plugged in? Yet can't find the new one that's all on and lit up?

The only thing I can think is that the new hub has somehow taken over the name and password of the old one, but I'm pretty sure that's not how it's supposed to go, or is even possible! Why do these crazy things always happen to me! 😂

Re: New Full Fibre Install, Can't find Network

Deb3000 — Mon, 20 Jul 2026 18:51:43 GMT

Ah, bingo!

Yes, copying the name and password from the old one to the new one is what most people do, as it's easier. The tech must have done that for you.

Re: New Full Fibre Install, Can't find Network

marycreasey1 — Mon, 20 Jul 2026 18:55:58 GMT

Oh really? I know you can change the passwords of course, but I never thought that you could change the name of the hub.

That must be what he done then. That makes sense now.

Thank you.

Re: New Full Fibre Install, Can't find Network

Deb3000 — Mon, 20 Jul 2026 19:02:55 GMT

Yes, as I said, if you have a lot of devices it is a real pain to have to reset them all. It's easier just to reset the router. Me and Timmy thought it was a more serious problem than that.

All's well that ends well!

Re: New Full Fibre Install, Can't find Network

Chrisee — Tue, 21 Jul 2026 06:32:47 GMT

@marycreasey1 if you have a Sky Q box or an okld Sky booster that would explain why you are seeing the old connection name as until the Q box is connected to the newxhub it will broadcast the old name but nithing will connect to the internet. First thing to do is to connect the Q box or booster which is easily done by pressing its WPS button until the indicator starts flashing then do the same on the new hub - the WPS button is on the right hand edge and is easily missed. Once the two units connect then connect any other Q boxes by WPS and your other devices using the password on the label.