WiFi not connecting after activation

[CJ94]

I've tried calling sky but everytime I do, I just get the automated service which just defaults to doing line tests etc. looked into ringing OR but states on their website that if using sky, contact them and not them 

[CJ94]

Yes, it is the master socket, there are no others in the house and this one has always been used for the broadband. 
It is currently plugged in via filter, however, this is the original as I didn't receive one with my sky hub package, could this be the issue or are they universal? 
im not home currently as having to work from my mums but can send a picture through later on

[JimM1]

@CJ94 In theory yes they are universal, but i do have a vague memory from years back that i had to either NOT use a DSL cable or the Original Filter, but it was a sky to sky router change over say from the ER110 to the SR203 or an even earlier model, when i swapped then got NO connection until i sorted out one or the other and i had been with sky for 20 years. 

Have a look see in the box, it is normal to get both cable/filter from sky, but things do go wrong, had a quick look at my new sky router, did not need filter/cable etc as on fttp so did NOT get in the package, but box has Model SR203hUK and part code 16731 on the label.

I also replaced my own old master socket to the new 5C as it is far better than the ADSL filter hanging off the socket, you engineer visit that should be one of the things that they can change over. see link.

Re: Tell me about these socket | Sky Community

[CJ94]

Ok thank you, I thoroughly checked the box several times and it definitely did not come with a filter. 
I guess I'll just have to wait until engineer comes Wednesday... 

thanks for your help! 

[Dragons45]

I have had similar problems. I am switching from BT to Sky superfast. Activation day 17April 2025.

I have Set up Black Sky router  SR203 only to be fustrated by the ever present amber light under the internet  writing.

I have undertaken multiple rounds of removing replacing leads and resets to no avail.

However, I have re-connected my old BT router and I have internet service. (at a superior speed to my old BT broadband)

I will reconnect the sky router overnight and see if the problem rectifies itself..

If not I shall contact sky and report my status back here..

[JimM1]

@Dragons45 You do not say if you have had the e-mail or text from sky that the activation is complete, the fact that the BT router is still live and kicking then you are still up with them.!

I also see in the My  Messages section off my account the message from sky that i was now active at 3.49am, and i know that i did not switch over routers until midday time that was EE based to Sky and EE was up until i changed routers over....

[Dragons45]

Hi I received text from Sky at 8.01am that my broadband had been activated. 

I am sure that my service is from Sky now even though I am using BT router, as my line speed for both downloads and uploads are far superior to the speeds that I ever experienced with BT.

There would appear to be a few people reporting this problem. Has there been a similar problem like this previously.?

What could the likely cause be? Equipment, human error?

[JimM1]

@Dragons45 Have you also converted from fttc to fttp, or still connected to the OR/BT Master socket for the router. Speed may increase a little but would not be a vast improvement if still connected to the Master Socket.

BT and Sky have different method off authentication, so if you are using a BT router you are still connected to BT....

[Dragons45]

Straight swap from BT fttc to Sky fttc using OR/BT Master socket for the router. Upload speed almost doubled from 9 to 16..

[JimM1]

@Dragons45 And what did sky advise you would be the speed on that line? Use your address in the link below to see what you should have.

BT Broadband

[Dragons45]

Sky advised us of Upload speeds: Normally Available: 16.8Mbps; Max: 16.8Mbps; Min: 15.1Mbps

Bt broadband checker maximum observed 17.69.

I only ever got around 9 from BT.

[JimM1]

@Dragons45 More than likely BT applied a DSLAM reset to the line, no matter what if 9 or 16, if you have the BT router connected then you are still live to BT, when the sky router gets connected and goes green, does it FW update, reset's itself and goes green again, then the sky is live.

The checker shows both Download and Upload, both are important, ie 80/20 or 40/10 split.

[CJ94]

so I've just received a text saying they've sent the wrong router, that should explain it... lol 

[Dragons45]

Ihave had just reapeted  multiple rounds of removing replacing leads and resets to no avail. the amber light still ever present

However, I have  again re-connected my old BT router and I have internet service. (at a superior speed to my old BT broadband).

I have performed a line speed test and my broadband shows download 45 and upload 17 .I  have never had such high values with BT and my broadband dentifies as Sky  on the test screen.

I have tried ringing the telephone number shown on the  sky self heal diagnostic tool to get help but it wont connect.

Can anyone help me please which number is best to ring to report this issue..

[karlHoe]

I have to same problem with SKY. Router provided does get the green internet  light. I came from NowTV broadband and that router still works. Got a message from SKY stating they have send me the wrong router and will send me a new one. When is a good question when it will arrive. So now no phone service  untill new router arrives. Will be asking for money back as per goverment rules.