New broadband equipment won’t connect to internet

[BeckyFf]

I upgraded my sky contract at the start of august to include sky broadband superfast and.l broadband boost and I was sent a new sky broadband hub to replace my sky Q hub.

The new sky broadband hub won't connect to the internet (light stays amber). I've tried all the troubleshooting suggestions. The old sky Q hub still works fine but obviously I'd like to use my new upgraded package. It's past the activation date.

Can't get through to anyone to help... what can I do!

[cookiemonsteruk]

@BeckyFf 

When is/was your activation date?

[BeckyFf]

@cookiemonsteruk @There was no date on the box but my contract states that services are expected to go live between 16/08/22 and 20/08/22

[cookiemonsteruk]

@BeckyFf 

Did openreach install one of these

 

Where is your router cable plugged into? A mastersocket or an ONT above

[BeckyFf]

No. Just plugged into this...

(that's the q plugged in for now while I try to find a solution). There was no mention of anything else being fitted) @cookiemonsteruk 

 

[cookiemonsteruk]

@BeckyFf 

And is the other end of that cable a purple plug plugged into the purple port on the router

[BeckyFf]

Yes, I was using the black cable

supplied, plugging the white end into the master socket and the purple end into the purple port in the hub.

(in my pic is a grey cable which is for the sky q hub. When I was trying to setup the new equipment this was unplugged but for now

ive reconnected it so I can try and find a

solution to the amber light)

[BeckyFf]

@cookiemonsteruk forgot to tag you in the last post. Thanks for your help btw!

[cookiemonsteruk]

@BeckyFf 

Is there any info in "your orders" on your my sky app or sky.com account?

[BeckyFf]

@cookiemonsteruk no nothing. In orders it says no orders in progress.

The only info I can find is in the contract summary which was where I found the activation dates and those look like standard terms. I've been paying for this since 05/08/22 didn't work before I went on holiday so thought it might be an activation issue but it's still now working now I'm back

[cookiemonsteruk]

@BeckyFf 

It does sound like a failed activation.

Call sky on 150 from your sky landline or sky mobile or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

If asked is this about sky mobile say no

When asked if you would like to receive an sms say no

When asked do you want to hang up and follow the link say no

When asked about the nature of your enquiry say something like "failed activation" or "broadband not working"

Don't hang up but persevere until someone answers

[BeckyFf]

@cookiemonsteruk Thanks, I'll try that

[cookiemonsteruk]

@BeckyFf 

Keep us updated 👍

[BeckyFf]

@cookiemonsteruk got through on the phone... sky think it might be the equipment and are sending out an engineer