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Discussion topic: No broadband connection

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This message was authored by: LinziP88

Message posted on ‎29 May 2025 08:17 PM

No broadband connection

Can someone please help! Sky router plugged in, due to go live today. Text received to say good to go but no connection! 

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Avatar for cookiemonsteruk
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This message was authored by: cookiemonsteruk

Message posted on ‎29 May 2025 08:21 PM

Re: No broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@LinziP88 

 

fttc part fibre connections can still take up to midnight to activate.  If not activated by tomorrow morning drop us a wee post here so we can escalate to sky for you

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Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 55 inch uhd tv, with Dolbyvision, samsung a5 2017 and samsung s21

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Message posted on ‎29 May 2025 08:22 PM

Re: No broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@LinziP88  It can take up to midnight for Skys system to update, if you're still without broadband tomorrow please post back here

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
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Message posted on ‎29 May 2025 08:25 PM

Re: No broadband connection

@LinziP88 Did you also use the cable from the sky hub box, or leave the old cable from the old hub that you had and just plugged the sky into that?

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This message was authored by: LinziP88

Message posted on ‎29 May 2025 08:27 PM

Re: No broadband connection

I've used the cable from the hub box - it was virgin I was with previously and haven't used any of those cables 

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Message posted on ‎29 May 2025 08:30 PM

Re: No broadband connection

@LinziP88 Got it, let's just hope OR connected you back up external at the cabinet correctly, as you have been VM, so good chance they disconnected your phone line pair a long while ago....

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This message was authored by: cookiemonsteruk

Message posted on ‎29 May 2025 08:34 PM - last edited: ‎29 May 2025 08:37 PM

Re: No broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@LinziP88 

 

Virgin sometimes remove openreach wiringto make way for their own  This would not be picked by the openreach database. Worst case scenario is openreach may have to put a new line in. Does your line from the mastet socket look intact.  Again leave it until tomorrow and we can escalate it directly to sky for you

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 55 inch uhd tv, with Dolbyvision, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
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