topic Re: Mystified How it works.. in Broadband

Mystified How it works..

LSM4 — Sat, 12 Sep 2026 06:31:59 GMT

The system that appears to be set up is a phone collection to the Sky Hub, there are two wires coming out of the phone and going directly to the Hub. Apart from the power cable these are the only wires in the back of the hub.
At present the system is down and often the signal is so poor there is only one bar on my mobile phone connected to the system.
There must be a microfilter somewhere in the flat but I cannot find it. Let me clarify, I am trying to help an elderly neighbour fix his internet. All his relatives live abroad and depend on WhatsApp which keeps logging off/ out.
His internet is currently not working. At the back of the router there is a green light , a flashing orange light when I try to connect to the internet, and at the end an orange light. I have unplugged and reset multiple times.

SO , my question is ... one why when it was working was it constantly below power so to speak, and two, how can I fix it now ?

Re: Mystified How it works..

Daniel0210 — Sat, 12 Sep 2026 06:46:47 GMT

Hi @LSM4

If you are new to the forum then welcome to the Community which is predominantly made up of Sky customers helping other Sky customers. You aren’t actually talking to Sky by posting on here.

Start by using this link to check if there are any broadband issues locally that may identify a known fault which could be affecting multiple households ~

https://www.sky.com/servicechecker
(this won’t necessarily identify a fault that just affects your neighbours address).

It’s always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying it again later.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If he is still having problems he may need to report it to Sky.

🔸Various hub lights; This link provides information about the coloured lights he may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

🔸Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#M1014

🔸Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky allow customers working from home to use it, they won’t receive additional or quicker support.

Re: Mystified How it works..

TimmyBGood — Sat, 12 Sep 2026 07:53:42 GMT

@LSM4 wrote:

The system that appears to be set up is a phone collection to the Sky Hub, there are two wires coming out of the phone and going directly to the Hub. Apart from the power cable these are the only wires in the back of the hub.

There has to be a cable going into the Hub from either a wall socket (ADSL/FTTC/G.fast) or an Optical Network Terminal (FTTP) for broadband to function.

If it's the former, there should only be one cable from the wall socket to the Hub.