I moved into my property two weeks ago and ordered Sky Broadband. I received the equipment and my activation date was midnight on 05/05/2026.
My setup is straightforward: I have no phone box, only a wall-mounted ONT. I have connected the yellow/black ethernet cable from Port 4 on the Sky Hub directly to the ONT's ethernet port, exactly as instructed in the printed documentation provided.
Despite this, the Hub consistently shows a red light. The ONT itself shows no light on the LAN port, though the power and PON lights are green.
I have now contacted Sky Technical Support three times. The first two advisors confirmed everything appeared correct on their end and advised me to power everything off for 30 minutes — which I did, with no result. The third advisor, contacted 36 hours after the activation date/time, told me the line is in a "pre-active state" and to try again tomorrow. This is not an acceptable resolution.
I have followed every instruction — both from your support team and the printed documentation — to the letter. The problem has not moved forward in 36 hours.
I am formally putting Sky on notice: if this is not fully resolved by tomorrow, I will be exercising my right to terminate this contract within the cooling-off period. I expect a prompt, substantive response — not another instruction to wait and try again.
