new BB customer with PC that doesn't have Wifi

[Disconnected_cu]

I'm a new customer for phone + broadband. I was first sent the wrong router, then sent a replacement. The replacement equipment has no network cable so the equipment appears to allow wireless connection only. My PC does not have wireless conncetion capability. Not sure why they sent only equipment for wireless connection.

It's more than a week now since my activation date and I've still got no phone and no Internet. And I don't seem to be able to contact Sky for help. Is there no email or online form or any other way to contact them except by phone (and my landline isn't working)?

[JimM1]

@Disconnected_cu You are aware that there is a full help system?

Homepage

[Disconnected_cu]

How do you mean - online help with articles and tools to test out your connection etc?

I think I need to talk to someone from Sky.

[caesarome]

@Disconnected_cu 

You can purchase an Ethernet cable from high street sites and numerous online  sites if this is what you need to connect your PC to the hub.

[JimM1]

@Disconnected_cu Also how to setup your Broadband Equipment, how you connect your PC or any devices to the Router is for you to do.

If you need to contact sky, the phone is the only option, whether that is landline or mobile.

[Disconnected_cu]

I've tried connecting with a network cable I had from a previous supplier and I've tried following the instructions for how to set up the equipment, but still get nothing - no dial (or any other) tone on the phone handset and the router cannot connect to the Internet. I've tried numerous times and varied the setup in case I was doing something wrong.

Shouldn't at least the phone work even if there's no connection to the Internet? The fact that there was no network cable with the router sent by Sky makes me wonder if they've sent the wrong type of equipment. Why was there no network cable - it isn't even listed in the text instructions as being included so there's apparently not supposed to be a network cable with the router setup they've sent me and I don't know why.

[Deb3000]

What model of router is it?  (It should say somewhere on it).

[Disconnected_cu]

I'll have to check on the router model when I get home (as I've only got Internet access at the local library, where I'm typing this) but it's one I got from Sky just about a week ago.

Can I ask if the following scenario is a possibility? The connection from the phone lines out in the street into my home is the original one from when the house was built (40 years ago). Is it possible that the Sky services I've signed up to will not work unless that connection is upgraded? It appears that the Sky service I've got is not allowing Internet traffic or phone traffic.

[JimM1]

@Disconnected_cu When you get home, see what router you have from sky, also look closely at the serial number beginning Digits that you see also, then let the Forum know those details.

[TimmyBGood]

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@Disconnected_cu wrote:

 The connection from the phone lines out in the street into my home is the original one from when the house was built (40 years ago). Is it possible that the Sky services I've signed up to will not work unless that connection is upgraded? 

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ADSL, FTTC and G.fast broadband, together with associated digital voice service, can all function across legacy copper 'phone line' cable. It's FTTP which by definition requires replacing copper with optical fibre.

[Disconnected_cu]

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@TimmyBGood wrote:

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@Disconnected_cu wrote:

 The connection from the phone lines out in the street into my home is the original one from when the house was built (40 years ago). Is it possible that the Sky services I've signed up to will not work unless that connection is upgraded? 

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ADSL, FTTC and G.fast broadband, together with associated digital voice service, can all function across legacy copper 'phone line' cable. It's FTTP which by definition requires replacing copper with optical fibre.

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Sky service I've got is 'Sky Superfast'. Should that work with legacy copper phone lines or is it FTTP?

[Disconnected_cu]

Would Sky even let me sign up for a service that would not work at my address? Can they check if the line into my house is suitable for 'Sky Superfast' before accepting me as a customer for that service?

[Disconnected_cu]

Also, should I leave my router connected and turned on, even though it isn't working? I must admit I haven't bothered leaving it all set up as there didn't seem to be any point (as it wasn't working).

[TimmyBGood]

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@Disconnected_cu wrote:

Would Sky even let me sign up for a service that would not work at my address?

No

Can they check if the line into my house is suitable for 'Sky Superfast' before accepting me as a customer for that service?

Yes

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However where there's FTTP in the area but not already at the address, this needs to go through the physical installation process which happens subsequent to the order being placed.

[TimmyBGood]

@Disconnected_cu 

Confusingly, 'Superfast' (broadband up to 80Mbs) used to be FTTC only, but can now be delivered over both FTTC and FTTP.