No internet light

[Ariadna2]

Hello, we moved in a week ago to a new flat and we're told that our sky broadband would be activated on Wednesday remotely sometime before midnight, after receiving the text that it had been activated we set up the hub and only 2 lights ever turned on (no internet). When trying to connect to Wifi, a captive link opens that says there's a problem with the way the hub is set up, and provides 3 options on what the hub may look like + solution, however none of these options are what we have (wrong cable, wrong phone cable etc). after checking the app, it said there was a problem with the 'internet calls' but it will not run a diagnostic and crashes every time...after calling Sky, we were told there was a problem with the line, so they sent out an engineer. Both open reach and sky confirmed that the line was connected and there was no longer an issue...there is still no wifi, or i guess internet.

What can we do? What does this mean!!? 🙂

[caesarome]

@Ariadna2 

Try running the line test here to see if any faults are actually found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

[Ariadna2]

It tells me there is no outage & that my sky hub is connected, when running the test it says there is a problem with the 'internet calls', when looking to fix it it, it tells me to reset the box which i have done every day since it arrived...

this may be a stupid question, but since i have a broadband & talk package, do i need a landline for the wifi to work? or is it completely unrelated?

Thanks!

[JimM1]

@Ariadna2 Can you say 1. Which sky hub that you have, 2. the package or speed that you have got from sky, 3. this also goes with 2, how is the sky hub connected to the line, a OR master phone socket or a ONT connected FTTP Full Fibre system! Electronic link below for setting up a sky hub off various types, and NO need to connect a phone!

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

[Ariadna2]

Hi Jim! 

1. we have the sky broadband hub

2. we have the sky superfast broadband & talk package

3. master phone socket, with the black cable plugged into it!

Hopefully this is what you needed

[JimM1]

@Ariadna2 Yes good, black cable purple ends, small RJ11 connection back off the hub is the purple socket. Master socket if it is the 5c with filtered front plate then connected to the LHS connection.

4 Green solid lights Power, Internet, wifi and voice, any off the Internet off/amber can be NO connection, and voice out can sometimes throw a wooble and cause an issue!

If the hub has screwed up, hold the reset button back off the hub for at least 30 seconds to factory reset it all watch the front power light while holding reset it will flash red after the 30 seconds period, release too early then the reset WILL NOT HAPPEN, when it reset's leave it alone especially if it is going out to update it's FW that happens!!!! 

[Ariadna2]

Hello! 

Yes! everything is as you said @JimM1 and reset it like you'd mentioned, still only working with 2 lights...

contacted sky and they're sending out an engineer at some point... hoping one actually comes and is able to fix it! 

starting to get really fed up, working from home is impossible and i'm running out of options 😔

thanks for your help though