connection steps not working

[tofunm]

our wi-fi was supposed to go live today however when we try to connect it says that the sky hub isn't correctly connected, and it gets to the restart page and the fixing page goes away. do not know what to do. we also tested it with sky app and it says wi-fi and broadband is connected.

[GD1]

@tofunm  Have you connected your hub to the ONT (presuming it's via that) or a master socket?

Pehaps you could provide photos of your hub and how it's connected?

[tofunm]

i'm not sure if we connected to the ont or master socket. we connected to the pre filter phone socket (gray cable) and a directly to the power socket (black cable)

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@tofunm wrote:

our wi-fi was supposed to go live today however when we try to connect it says that the sky hub isn't correctly connected, and it gets to the restart page and the fixing page goes away. do not know what to do. we also tested it with sky app and it says wi-fi and broadband is connected.

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[GD1]

@tofunm  What service did you order? 

[tofunm]

Sky Broadband and Talk

[GD1]

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@tofunm wrote:

Sky Broadband and Talk

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What speed where you told it was.  

Can you post a screen shot of the result from this link https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Remove/blank out any address data, this wil help the community know wether your FTTC or FTTP