Broadband update

[Hello+jason]

Hello everyone, a quick question if I may regarding my Sky broadband update, nor very tech savvy so please be patient...

On 9th September I updated my bog standard package to Sky Superfast, Im assuming I will get some some sort of router upgrade through the post, I still haven't received anything and when I try to track my package on on-line all I see is a message saying 'Sky Broadband activation-Action required'- Am I missing something, do I have to do something my end?  Many thanks.

[Highlinder]

@Hello+jasonAre you with Sky just now for your broadband?

If it is saying action is required then you need to call Sky and ask them what the issue is.

[Chrisee]

@Hello+jason you current touter supports both the old ADSL services and the VDSL which is used for Superfast.

Sky should have placed an ordercwith Openreach to swiitch you over there is a standard 14 day lead time but you should have been given a date for yours but what with bank holidays and engineers strikes it maybe longer. You should get a rext on the day telling you thst it is happening.

At some point on the day your old connection will drop when the engineer disconnects your line from the ADSL kit at the exchange and then travels to your local street cabinet to connect you to the VDSL kit which lives in the second cabinet nearby. Typically you lose connection for under an hour. You hub should just reconnect.

[Hello+jason]

That's great thanks for your help!!!!

[Hello+jason]

Hi everyone just one more silly question if I may please.

I've had an email informing me my Broadband  is now active and to connect to my Broadband hub.

When i go into network settings everything seems to be connected, however when I then go on to the sky website to try to test the broadband info somethings not right...my account is active with no issues etc but it then says there is a problem with the connection to the hub... do I have to wait for a bit for it to update itself? I though it would  do everything for me or am I being a bit impatient....many thanks..

[jamesn123]

@Hello+jason 

Are you able to attach a screenshot of what you are seeing?

Are you able to access any other internet sites?

[Hello+jason]

 

 

 Well I've had a bit of a long conversation with Sky, after resetting my Sky hub I've still got the same message, Sky seems to be getting the same error message their end.The thing is my internet is all working ok, no problems and everything is all plugged in correctly.I've now been swapped over to Superfast ok so I'm at a bit of a loss as to why I'm getting this message.The only thing Sky suggested is wait for a few days, try again and the problem should correct itself, don't want to be robbed off but it's strange that everything appear all ok with my equipment at home...many thanks

[jamesn123]

@Hello+jason 

So just to confirm, can your devices connect to the internet via your Sky router or not?

[Hello+jason]

Yes both phone and laptop both connect no problem-I just keep getting an error message when I try to log in to check my internet connection-just says I need to connect the hub although obviously it is connected...I really don't know

[Hello+jason]

Its strange I've just tried some channels on my fire stick and they are now really quick-the main reason I upgraded was for the constant buffering from the standard broadband so the super fast is definitely working...quite why there's an error message is really not clear

[Chrisee]

@Hello+jason the online test often doesnt work for 24 to 48 hours sfter an activation it usually sorts itself out but if it doesnt reboot the hub by switching off the power for 30 seconds.

Hopefully you can see the new faster speeds by running a speed test on a device but remember while your connection speed maybe higher you can still be limited by the speed of your wifi which is why we always recommend testing on a device connected by ethernet.