Black router

[Chloe142]

Can someone clarify if a black router will work with ultrafast , as for some reason Sky have decided to send me a black router that's obviously second hand to try to get a phone line with it, it will not connect with the broadband, I already have a white max hub but no landline, so what are Sky looking for me to do

[Mark39]

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@Chloe142 wrote:

Can someone clarify if a black router will work with ultrafast , as for some reason Sky have decided to send me a black router that's obviously second hand to try to get a phone line with it, it will not connect with the broadband, I already have a white max hub but no landline, so what are Sky looking for me to do

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Yes, a black upright Hub will work with Ultrafast. What did Sky ask you to do? 

[Chloe142]

They just told me they were sending another router out and try that, no instructions as to what to do with it, so how do I get it to work with a landline, am I assuming that the copper cable landline comes into it or what, I can't even get the internet on this black hub

[Mark39]

Work through the setup instructions here: https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articl...

Your old copper landline cable is redundant. You won't need that.

[Chloe142]

Do I still need to use the ont box, as the other open reach original phone socket is 10 feet away, with no plug socket near it

[Mark39]

Yes - connect to the ONT. See the instructions in the link.

[Chloe142]

Having gone through these there appears to be only 1 port available on the ont, as the other cable supplied fits the old open reach box, there are no yellow connectors, so what plug goes to either number 4 or the purple connectors, no internet after connecting

[Chloe142]

 This is the set up we have done  added it all but no internet connection or phone line 

[Mark39 · Accepted solution]

Hi @Chloe142  First turn off the power to the Hub.

You have an ONT so the old Openreach socket is redundant and doesn't do anything. The purple ended connector plugged into the Hub's Broadband socket doesn't do anything either, so you can remove it.

If the cable plugged into the UK Phone socket at the back of the Hub is connected to your phone, that's correct.

The power cable is ok.

All you need is an ethernet cable - the one with yellow connectors at each end. One end goes into the ONT socket labelled PORT or LAN. The other end goes into the socket marked '4' at the back of your Hub. 

Turn on the Hub's power back on and hopefully all the lights on the Hub will go green after a few minutes.

[Chloe142]

Hi mark thanks for all the info, finally after more than 3 months we have a landline, I hope that compensation will be paid. Also what benefits of the white hub are we losing out on thanks again

[Mark39]

I do wonder if perhaps the white Hub wasn't set up correctly?

I don't know enough about the white Hub to know what extra it provides, I'm afraid.

BTW, I'm delighted you've got your landline back after all this time!

[Chloe142]

The white hub was setup correctly, could it have been a problem with the white hub, and perhaps they should have replaced that instead

[Mark39]

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@Chloe142 wrote:

...could it have been a problem with the white hub, and perhaps they should have replaced that instead

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Possibly (but I'd be inclined to quit while you're ahead, in all honesty!) 😊