New Router not connecting to internet

[NS14]

New customer today, had text to say broadband service is activated. Connected new sky router / hub...but no internet connection. When I plug my old Bt hub back in the internet connection is working? 

[JimM1]

@NS14 Which sky hub are you using for the connection and it is up until midnight for the changeover as advised, but with the BT still up then you may not be switched over on the system yet! Sometimes the activation message can be a little premature!

[NS14]

Thank you...i will try again later...think the hub is a sr203..black box 

[JimM1]

@NS14 If you are in the UK make sure that the hub starts with the D2 serial number, you will find that on the label off the Packaging box that it all came in!

[NS14]

Yep starts with D2 👍

[JimM1]

@NS14 Best advice since at least you do appear to have the correct hub, DO NOT keep trying to swap over too much with the BT hub still working at least you have an Internet connection, and if you do leave the sky hub all the way up to the orange Internet light and then for a further 5 minutes just in case it goes green, after that you more than likely will get a FW update on the hub, and it may just reset itself for that! Not up by tomorrow then onto sky and find out why the swapover of systems failed. Are you on Full Fibre or the old FTTC copper!

OR Engineer should NOT have left you without a working sky hub changeover, unless he did the maybe it will work later as he run out the door!

[NS14]

Full fibre... yes just going to leave it tonight and try again tomorrow...if not working I will call Sky 

[NS14]

Tried again this morning, still the

same, no internet connection with Sky, old BT hub has internet connection. Time to try and ring sky and speak to someone! 

[Chrisee]

@NS14 that is correct your service has not been switched over as planned so call Sky to find out why.

[JimM1]

@NS14 That is the way to go, you will find the number in the link, just do the need more help and click until you see it displayed.

https://www.sky.com/help/home

[NS14]

Here we go again.....called Sky last night, spoke with Tech expert, lots of tests done.....Only possible outcome is that the new sky hub (4.2) I received must have a fault, so new one sent. I have fibre so only plugging in ethernet from ONT into Router...

Old BT hub is still working and has internet. 

New one just arrived.....(no ethernet cables in the box!) plugged the etherent end into the ONT, other end into port 4 WAN...Exactly the same outcome! Power light green wifi light green, no internet light at all.....

Tech expert confirmed last night that the wifi and broadband is activated, my BT Hub is proving this with wifi and internet connected.....

Why is this happening....Please help someone, so frustrating...

[JimM1]

@NS14 As before either OR have stuffed it up and have a complete missmatch but if you have a LOS that is steady green normally they are good to ported correct and all the details are good, then over to sky, they need the details also to direct the service to you and also so your equipment can authenticate and join the network.

I would say Sky have stuffed it up, you are still connected and the BT/EE hub is hanging in there for dear life, at least it is keeping you online... More than likely OR Engineer to come and sort it all out!

Cable will NOT be an issue, working with one then should be fine on the other...