broadband cannot connect - internet blinking orange

[danielyip1]

Just moved in. 

Try to connect the hub as guided. 

However the hub cannot to internet and have the internet light blinking orange occasionally 

Tried the service checker it say connected to the hub even if I unplug the hub. 

Tried calling, but the robot just send me a link to the connection check that doesn't get the problem solved. 

Please help/advice. 

[JimM1]

@danielyip1 What is the activation date that sky gave you!

[danielyip1]

27Jun 2025

[danielyip1]

Update: called and was sent a microfilter, needed but not initially included, 

However after plugging in the microfilter and following the instruction, the internet stills flashes orange. 

There are more flashes but still no internet. 

[caesarome]

Have you tried the line test here:
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.

[jamesn123]

Hi @danielyip1 

Typically you would not need a microfilter if your using a recent master telephone socket. Are you sure you are plugging into your master socket and not an extension socket?

[danielyip1]

Yes of course. That is verified by both support staff on the call & sky enginner coming to my house now. 

So update: made a call to the sky helpline. The support staff did the checking including me send over the photo of my setup. 

And the support staff determined it is a situation requires engineer checking. 

And the sky engineer came over today. Changed the master socket and did some checking. 

He verified my setup & the in-house socket and concluded it requires open reach engineer to fix their parts, involving the connection in the building, which have to happen next Mon. 

To be honest, by far every staff I encountered feels helpful and I appreciate that a lot.

But the event have been dragged quite long now. By the day the open reach enginner are booked to come would be the 11th day into the activation day. I may have to struggle whether to dropping out before the cooling period ends or have faith sky will eventually have the broadband fixed. 

(To be honest at this point I'm not sure should I still post update here, since the solution clearly requires engineer in the field. But I might keep it as record for people searching for solution later.)