No broadband

[Laura410]

Hi all,

I need help please as I am frustrated already with my broadband connection problem. I moved into a flat in Test Valley/Hampshire. I bought a Sky max hub and was activated on the 4th of June. However, the wifi has no connection. This, I can not receive internet, nor use my devices. I have followed all the help guides on sky help MULTIPLE TIMES but with no success.

I will like to say I use an openreach router (came with the flat). The lights on the router/ports  are ON. I followed Sky Help instructions to install. The ports light on the router are ON (and green) when connected to the hub but still no internet. Please note, On the Openreach power device (the smaller of the two), the lights on STATUS, FAULT and CHARGING are all ON. 
Please help me.

Thank you in advance. 

[caesarome]

@Laura410 

Try turning your hub off at the mains for at least 30 minutes before turning it back on.

[TimmyBGood]

@Laura410 

One thing to try is to unplug both the ONT and Sky Hub from mains power for at least one hour.

It sounds like you have an Openreach ONT with a BBU (Battery Backup Unit) and so to disconnect and fully reboot the ONT itself you may need to open an external enclosure and remove the connection from BBU to ONT (far left in the image below)

 

[Laura410]

Thank you. I have switched it off now for the next 30 mins. 

[Laura410]

Thank you.
Yes, you're correct. It has a BBU. 
I have disconnected as you advised. 
fingers crossed.