Cannot connect Wifi Max broadband installation. Am I missing something?

[KatieS1]

Received text from Sky that our Wifi Max Broadband is now ready - so at our end we are to install.  Tried all the instructions and plugged in the correct cords (I think) - still not connected.

What am I doing wrong?

Was on hold with Sky to try to work it out -  the call disconnected after being on hold for 1.5 hours.  Not happy.  Without wifi and I need it fixed

Please help

[peter-marlow+1966 · Accepted solution]

Have you gone through  the  setup on the  my  sky app

[KatieS1]

Yes, did that.

[KatieS1]

Are we confused re which cord to plug into where?  

[JimM1]

@KatieS1 Ethernet cable, has 8 pins on plug, Wan port 4 on back of router, to ethernet connection on ONT from openreach if this is an FTTP install.

Otherwise purple cable from dsl on router to master socket of telephone wall connection.

There is a help on sky if you need it, document sent with router does not always show what to do...

Link added to get you there

Setting up your Sky hub | Sky Help | Sky.com

[TimmyBGood]

@KatieS1 

It's quite likely that data won't actually start flowing until midnight at the end of the activation day.

[KatieS1]

Escalated to an engineer now. Tried multiple times 🙁