Broadband Activated - red light

[Wibbo]

Broadband activation day. Had a message saying it's all been activated and good to go.

But it isn't. Light on the Sky hub is red and no amount of resetting/unplugging and checking cables is helping.

Tried to go through the automated broadband checker but it just says the connection is fine when there is no working connection at all. The chat bot is useless and I can't find the number I need to call and get some help.

Help please!

[Highlinder]

@Wibbo  Which package did you take out with Sky was it superfast or ultrafast broadband?

[Wibbo]

It was Superfast 61mb, or around that.

[Highlinder]

@WibboHas it not changed from a red light on power since you switched on the router? Do you have a black or white router?

[Wibbo]

It's the white router.

When it's turned on it's orange for maybe 30 seconds then just goes red and stays red.

[Highlinder]

@WibboHave you tried to reset the router to see if the light colour will change? Normally on activation day the router would do an update and then start flashing till the data started flowing.

[Wibbo]

Yeah, tried everything. 

Sky advised to wait until midnight but as expected there's no change today, just a red light and no connection. They are hopefully going to call me at 1 or I'll have to try get back in touch.

Strangely my account shows 375GB of downloads since the connection became active, but also shows no devices connected to the router (obviously, because there's no connection in my home!)