Help set up

[Susieb12]

I've upgraded broadband but all I've been sent is two wires one black and one grey. My hub isn't beside telephone socket I've got an extension running and a connector. Where do I put these wires the blocker that comes with wires doesn't have option for connectors 

[JimM1]

@Susieb12 What upgrade are you getting? If sky have sent you a cable set would suggest that you are Upgrading to a Full Fibre connection would that be correct?

[Susieb12]

Yeah that's the one 

[JimM1]

@Susieb12 Then you would have been given a date for the Installation to happen, what did sky give you, there has to be a new Fibre cable install from outside your home to the inside, has any off this been done yet! You can take a look at the link below and watch the video, it is for Openreach but would be similar for a City Fibre as you say not what you are getting!

Full Fibre Broadband Installation Guide | Openreach

[Susieb12]

Apologies it's not full fibre it's super fast 80 

[JimM1]

@Susieb12 Grey cable with Purple ends, one to the back off the sky Hub, the other to an OR Master Phone socket. Link below for installing and connecting a hub to a Phone socket, EXTension socket's should not work but can all be dependant on how the home is wired. See the link below.

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

[Susieb12]

• Thanks for your help I can't get it to work 😭 ant idea how I get to speak to a real person at sky 

[JimM1]

@Susieb12 Yes you call them!