Broadband activation date passed but still not active

[Pringle64]

The Openreach engineer arrived 4 days ago, installed the box in the house, did what needed outside the house, installed our hub, checked the speed (Full Fibre 150) and said we were good to go. Our activation date was the same day. The router is lit up fine, wifi is working OK, but no phone line when we plug the phone into the hub. We're getting internet, not full speed but still a connection, but when I check our status/order online it says our Broadband is not with Sky. Phoned them twice now (Indian call centre I think) to be told they would make sure it was activated, but still nothing. Any suggestions on what could be wrong and how to get them to get the finger out? My old provider is still billing us until Sky make the switch properly.

[Chrisee]

@Pringle64 if you have a connection via the new fibre connection your service is active but there still can be issues. Run the service checker in the My Sky app but use the Sky id linked to the account. That should show a speed test for the service to the hub. If possible test the speed on a device connected by ethernet to the hub but if not possible use a phone or laptop in the same room as the hub and make sure the hub's wifi is not being blocked by anything on top of the hub.

To maximise the chance of getting a UK based agent call during the working week while issues with fibre speeds are possible they are pretty rare hence the brush off you have been getting.

[JimM1]

@Pringle64 Also run the whatismyipaddress.com it will tell you if your wan IP is coming from sky or not!

[Pringle64]

I did that thanks for the suggestion. It's showing as Sky. I've unplugged the hub for about an hour and plugged back in to see if that rebooted things but my online service checker still shows as having an engineer booked for last week and that our broadband isn't with Sky! Phone still not working when plugged into the hub either. Just a dead line.

[JimM1]

@Pringle64 Are you perhaps with the sky Max hub, that is white in colour? The phone line takes 24-48hrs to sort it's self out from a copper to a fibre connection or if just joining sky, then you need to check both an outgoing call and an incoming call, after that it is a call to sky if your one hour switched off does not sort out your digital call service, it's all tied to the account and is going to take somone at sky to have the look see. Neighbour suffered for a month on the change over copper to fibre, SHE would not listen at all, i had to go and talk to sky from her home to get it all sorted, that took sky further 24hrs but she is now all good as far as i am aware!