Can't Connect to the Wifi

[MeganAlexander]

We started a new account which was activated on the 31st July. We moved into a brand new property on the 29th July. The property is a ground floor flat , which we have a seperate front door the rest are communal. The property is a new build. 

As you enter the property on the left is a cupboard which the builders installed already the open reach hub into the socket in the cupboard. This is the only port in the property. 

We followed the instructions to set up our hub. The hub has got a green light that flashes on and off slowly. It has been doing this since we set up the hub. Everytime we have tried to go through your Lets Fix It page , it still results to the flashes. We have no signal in the property as well as no Wifi. Which has been struggle to call for any support as we have to walk up the road to the local park to get any signal. 

I work from home and desperatly need the WIFI to be working so I can work. 

Please can I have contact from someone to help with sorting this. ASAP. Or even an engineer to come out as soon as possible other wise we will have to look at another provider as WIFI is necessary especially as we do not have any signal.

Many thanks 

Megan Alexander 

[JimM1]

@MeganAlexander On the little ONT OR modem, does it have 3 Green lights, power / pon both steady green, lan will flash green when the hub is sending data back forth to it, the skY hub connected on the Port 4 marked WAN and the furthest connection on the right as you look at the back off the hub! Link below is all about setting up the sky Hub! see the yes i have internet calls and ignore anything about a phone if not connecting one!

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

[MeganAlexander]

• Yes , it's all connected with the three lights , and it is in the fourth Wan socket . It has been green flashing since yesterday and still not connected.

[JimM1]

@MeganAlexander If you have recieved the text from sky saying that everything is activated, then you need to call them. You could have a failed activation of the sky Hub or the account side, solid PON green light is showing you OR are good on the Fibre connection all the way to the exchange, but sky do need to know all about it so the system is routed correct all the way to that ONT and then onto your Hub!

As you do not know the hub is good, sky can check and run a diagnostic right to the ONT and onto the hub if they can get to it!

If sky said that today was your activation day then it can be up until midnight tonight to get it all set up and ready to go but as you say it was 31st you should be up and running so time to call sky while you can!

[MeganAlexander]

Hi Jim 

Activation day was yesterday so we were hoping by today it be okay but it still not. I have been trying to contact Sky for but every number given to me is a automated service telling me the same instructions I have done. On top I can't call them when I am in the property because there is no signal. I just want to speak to someone on the phone.

[JimM1]

@MeganAlexander You did or did not get a text from sky saying that it was activated on your mobile, does not take much to have a failed activation on a FF fttp system, and only sky can say what, would be getting the serial number off the ONT modem so you have it, you can only persevere with the phone and try to get connected to speak with a person, it's hard when you have NO ability with NO wi-fi so all wrong to start with hope you are grasping that fact!