Help

[Shaw1999]

Hi I am just new to sky , with being a first time home owner and struggling with having green light for power and broadband but a flashing orange for internet on my sky Q hub , I have tried all the steps of resetting however I still have not any internet and got a text at 8am this morning saying it was active , I am completely at a lost and any help would be appreciated on how to get my internet light to turn green and get internet access 

[cookiemonsteruk]

@Shaw1999 

When was you activation date?

[Shaw1999]

My activation date was today 26th 

[cookiemonsteruk]

@Shaw1999 

8am

Openreach sms activation can be early . Activation can take up to midnight. 

[Highlinder]

@Shaw1999It can take up to midnight for the activation to complete, if this does not happen come back to us in the morning and we can escalate this.

[cookiemonsteruk]

@Shaw1999 

Leave the router plugged in so you can see when the activation happens from skys point of view

[Speedumm]

If you got a test you can go to this article to test the line:

https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic 

You can also follow this article with pictures to make sure you've set it alright https://www.sky.com/help/diagnostics/set-up-your-sky-hub/which-sky-hub-do-you-have.

[Speedumm]

If he has an SMS and on his account its showing as active then the Broadband should be working and if not the line should be tested/ set up checked or Sky should have a look on the order.

[Chrisee]

@Speedumm all of which is true BUT Sky will not be ablle to see what is the issue until Openreach system updates which happens over night hence @Highlinder 's advice. 

[Shaw1999]

I've woke up this morning and the issue is still ongoing 

[cookiemonsteruk]

@Shaw1999 

Do you have any means of contacting sky?

Call 150 from sky landline or sky mobile and mention "failed activation"

[Highlinder]

@Shaw1999 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[dmy24]

Thank you for escalating, a chat request has now been sent 🙂

[Cillian1971]

Idea I got my broadband from you last Friday he's told me it would be turned on that's over a week ago and it's still not turned on why do you keep telling me it's going to be turned on and it's not turned down can anyone help me with this

[Highlinder]

@Cillian1971So last Friday was supposed to be your activation day? What information is in track orders in my account about this?