No internet connection via new Sky Hub for Superfast Broadband

[Harrisimo81]

First post so please go easy!

I've just upgraded to Superfast Broadband, so Sky have sent me their new Broadband Hub to replace my existing Sky Q Hub.

I've connected it, but there's no internet connection - the middle 'Internet' light is solid red.

I know I have internet connection as I've reconnected my old Sky Q Hub and that works fine. 

What am I doing wrong?

[Highlinder]

@Harrisimo81Did you take out broadband boost and are you moving from ADSL to fibre. When is the activation date for this upgrade supposed to happen?

[Harrisimo81]

@Highlinder Thank you for your quick response.

Looking at my account, I can see that Sky Broadband Boost was added on January 19th. It also looks like I was on Sky Broadband Superfast before this was added, so actually there's no change here - the only change is the addition of Broadband Boost.

How can I find out if I'm moving from ADSL to Fibre please?

[Highlinder]

@Harrisimo81If you are already on superfast, then the new router should work right out of the box.

You said that this was an upgrade to superfast, that is why I asked about ADSL.

What lights come on the new router and which ones don't?

[Harrisimo81]

@Highlinder Apologies - I originally thought it was an upgrade to Superfast, but having double checked I was already on that before the new router arrived. The only change is the addition of Broadband Boost.

Lights are as follows:

Power: Solid green

Internet: Solid orange

Wifi: Solid green

Voice: Off

[Highlinder]

@Harrisimo81 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

Not sure if this could be a faulty router that has been sent out. But asking Sky to look into this for you. I also take it you let the router do any updates before it gave you any type of connection?

[Harrisimo81]

@Highlinder I appreciate that, thank you.

Yes, I left the router connected for an hour, as suggested elsewhere. 

Thanks again.

[Mr+Flibbles+86]

 Thank you for escalating this. We have now sent an invite to chat

[Mr+Flibbles+86]

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks    
 

[Harrisimo81]

Hi there. I still need support please. I was away over the weekend. Many thanks.

[Harrisimo81]

Hi there. I still need support please. I was away over the weekend. Many thanks.

[Highlinder]

@Harrisimo81I have re-escalated this for you.

[Harrisimo81]

Thank you!

[Greenfingers001]

Thank you for escalating this. We have now sent an invite to chat 🙂

[Harrisimo81]

Hi all,

I chatted to a member of the Sky team who, after running tests on my line, agreed the new router was faulty and sent out a new one.

Unfortunately the replacement router is doing the same thing - the orange 'Internet' light is solid orange and there is no internet connection.

My old Sky Q router still works pefectly.

What should I do next please?

Thanks,