Replacement hub

[Chelsea103]

Sky have sent me the wrong hub I'm a new customer and an engineer come out to fit this router it wasn't working we then later on got a message from skyand they said they sent us the wrong hub do I need an engineer to replace this or can I plug it in myself to work 

thank you

[JimM1]

@Chelsea103 What did they send you, what do you expect to get, and what service have you purchased from sky? Has the engineer done and completed all he needed to do?

[Chelsea103]

I'm being sent a sky hub 4.2 they sent me a different hub not too sure which one it is , it's just the broadband service. When he came he did all he needed to do plugged it in and went outside and was on the phone told me the orange light will turn green by midnight and it never did then got the message saying there sending a new hub out to me.

[JimM1]

@Chelsea103 White in colour, single light in the middle, if so WRONG, you need to get the Black SR203 called the Sky Broadband Hub in the link, has 4 lights on it, will link below so you can look see.

Lights on your Sky hub explained | Sky Help | Sky.com | Sky Help | Sky.com

[Chelsea103]

It is black in color has 4 lights the first light is green the second light is stood orange and the other 2 are green 

[JimM1]

@Chelsea103 Are you a fttp connected or fttc via copper to a OR Master Socket?

[Chelsea103]

There is a black wire that is connected to the master socket and a black wire with a blue end which is the plug that goes into the plug socket in the wall 

[JimM1]

@Chelsea103 The cable from the OR Master Socket goes to the back of the Sky router and plugs into the PURPLE coloured connection, the amber light Internet is NO connection to the sky network!

What was the activation date that you were given from sky? Also see the link below for setting it all up!

Setting up your Sky hub | Sky Help | Sky.com | Sky Help | Sky.com

[Chelsea103]

The activation date was the 16th April it's still not on all connected correctly 

[JimM1]

@Chelsea103 Then you have to call sky to find out why and report, or test using another mobile that is registered to the account that sky knows about, that may work.