Sky fibre installed, now network won’t connect

[Michael296]

Sky fibre installed Tues 11th Nov, no land line / dial tone, installer said might reconnect after 48 hrs. It didn't, so called today & was talked thro resetting hub.
Now the main tv with Q won't connect to network & tv with mini box connected says there's a problem finding my sky Q box? 

[JimM1]

@Michael296 Do you have the same sky Broadband Hub that is black in colour pre/post your fibre upgrade? Help link below also should you need it!

sky connecting devices
https://www.sky.com/help/articles/connect-devices-to-broadband-start

[peter-marlow+1966]

Have you  plugged  your  landline  into  the phone  socket  on the hub ?

[Michael296 · Accepted solution]

Thanks for responses, called the technical desk again, had to reset the Q system in a specific order, hold reset on hub - 15 seconds, using little button on rear, rest-set Q box, mains off back to hub, hold larger button on lower side until green flashing, on to mini box, hold small reset button, back to hub holding reset button on side until flashing green again. Inbetween using tv menus to confirm. Never had issues this involved before to get back up & running.

[4043john]

I had this problem, upgraded to sky fibre (only way to reduce my bill) - did not work, no WiFi, Sky Q on demand, multi room.  Sky said fault with city fibre, they in turn said sky hub issue.  5 times they came out with a Sky Q engineer, then a replacement router.  Still would not work after 10 weeks.  Then one evening with no sign of getting resolved I took it upon myself to upgrade my hub to Sky Max (white hub - extra 4 pound per month).  Set it up and all worked fine.  If yours is the black hub it could be that.  Now chasing a refund for lost services.  Good luck 

[JimM1]

@4043john Correct it could be as simple as that, and if so sky keeping you hanging for 10weeks to get that going is just ridiculous situation to be in! And a few have been down that beaten path with multiple sky Hub's and eventually thrown the arms up in the air and halve left with sky's blessing, so hard when CF/Sky are just not sorting it out with each other! 

[4043john]

Thankyou, what's worse, just before this I told them I wanted to leave broadband for a new provider due to no service and said they would charge me £700 + for an early cancellation fee.

[JimM1]

@4043john Maybe you can now get the £700 out of sky as compo? That's a turn around for sure!