Internet not working

[Sonia29]

I'm new in this company, and yesterday they connected the internet and We had to connect it from home.
We did, and the internet isn't working.

Only the green light comes on for power and Wi-Fi, but not for internet. We've tried again from different places in the house and different heights, but it still doesn't work. We've tried calling, but they hang up on us.

I would be very grateful if anyone could help.

[Highlinder]

@Sonia29  So yesterday was your activation date and was this a self install of the router?

[JimM1]

@Sonia29 The sky Hub, where did you plug the data connection into as your post seems to not indicate that you have done so. Electronic version is linked below for setting up a sky Hub.

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

[Sonia29 · Accepted solution]

I connected it to a phone port.
I even bought a plug to have both connections in case that was the problem.

tried it in two different plugs we have at home, and it doesn't work.
On one, the power and Wi-Fi lights turn green, and the internet turns amber. On the other plug, the power and Wi-Fi lights turn green, but the internet doesn't turn any color.

And it's assumed they connected the internet from the central office yesterday. They sent us the message in the afternoon that it had already been connected.

Do now we don't know what more we can do

[Sonia29]

Yes, Yesterday they connected it and we had to install the router, but it doesn't work.

[JimM1]

@Sonia29 You can only plug the sky hub into a BT Master socket, and NOT an extension socket as they will all be DEAD as far as the OR system is concerened. Not sure what you have but if you do have the latest then the OR Socket will have TWO connections and the cable from the back off the hub, purple connection goes direct to the socket, 

The link from above shows how to connect! Just use the YES i have internet calls to see all the options!

If you are not sure take a picture off each and post it up using the camera icon!

The one that goes AMBER light for the Internet is more than likely the Master Socket!