Just got new contract gone active today but no internet so far.

[Laura486]

Light are all green beside internet which is off. I have done all troubleshooting but it's not working. They did not send an engineer for the activation they just sent the hub. Once I received the text that confirmed the activation I have set up the hub with no luck. No engineer available until Friday is this normal? Can anyone help?

[Me134]

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@Laura486 wrote:

Light are all green beside internet which is off. I have done all troubleshooting but it's not working. They did not send an engineer for the activation they just sent the hub. Once I received the text that confirmed the activation I have set up the hub with no luck. No engineer available until Friday is this normal? Can anyone help?

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If you've got an engineer arranged then I'd guess they have reason to believe that somethings not right. To be honest, getting one back by Friday is good going. Which lights are these BTW, on the ONT if it's FTTP or on the router?

[Laura486]

The point is we already had sky until the day before under an old contract, since the person with the contract left we had to setup a new contract and so we have connected the new HUB , everything is identical it's just a new contract, if internet was working until the day before it is rather absurd that with a new contract they need to send an engineer , also , Contract started on the 3june and I expect to have internet by that day no waiting until friday, if an engineer is needed for a new activation even if there is already a sky contract until the day before they should have sent this the day of the activation as this has caused many issues people working from home etc. The light of power and light of wifi on the HUB are on and the internet light is off . I guess no one is able to help and we just need to wait which is unfortunate. This is not a good start for sure for thisnew contract and I am considering to cancel to be honest as the customer service is compeltely useless as I have booked the engineer myself after getting absolutely zero help from support. Thank you for your reply anyway.

[Me134]

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@Laura486 wrote:

The point is we already had sky until the day before under an old contract, since the person with the contract left we had to setup a new contract and so we have connected the new HUB , everything is identical it's just a new contract, if internet was working until the day before it is rather absurd that with a new contract they need to send an engineer , also , Contract started on the 3june and I expect to have internet by that day no waiting until friday, if an engineer is needed for a new activation even if there is already a sky contract until the day before they should have sent this the day of the activation as this has caused many issues people working from home etc. The light of power and light of wifi on the HUB are on and the internet light is off . I guess no one is able to help and we just need to wait which is unfortunate. This is not a good start for sure for thisnew contract and I am considering to cancel to be honest as the customer service is compeltely useless as I have booked the engineer myself after getting absolutely zero help from support. Thank you for your reply anyway.

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A previous contract for a different customer is immaterial, Openreach would have terminated that signal and then set yours up so in effect is a brand new connection. That doesn't rule out a mistake, a faulty component or joint perhaps becoming obvious with the changes.

This is a domestic service so doesn't get anyone any extra service I'm afraid. If there there is an issue with the connection then anyone who uses the Openreach infrastructure will have the same issue unless it turns out to be a router problem.