Help with new sky bb 30 November 2020 at 2:21PM edited 30 November 2020 at 2:24PM in Broadband & Internet Access 6 replies 121 views

Kim_kim

Hello - I went live this morning from shell to sky.  Or rather it’s not working.
I’ve got the new big sky bb hub.  Plugged the electric cable in, plugged the grey lead from the phone socket to the hub 
plugged the other lead from the phone to the hub.
there should be 4 lights on the hub, only 1 & 3 are on.

oddly the instructions say nothing about using a micro filter.

please can anyone help?  I’ve called sky a load of times and I keep getting a response from a tact message which leads me to online help.  If I could get online I wouldn’t need the help!!!

edited to add, tried unplugging the lot & just plugging the phone in, there’s no normal dial tone.
But I had a text from sky to say it was activated about 11am 

zx81

If you're not getting a dial tone, then you have a line problem.

Can you get onto online help the same way you're getting online here?

Kim_kim

zx81 said:

If you're not getting a dial tone, then you have a line problem.

Can you get onto online help the same way you're getting online here?

I really need a real person.
it’s not really online help, just a load of questions & suggestions. 

Do you think it’s ok their is no micro filter used now? 

J_B

Kim_kim said:

Do you think it’s ok their is no micro filter used now? 

You need some sort of filter. You *may* have a filtered faceplate (google it) but if not, you need a microfilter. Did you use one with your previous ISP ?

Kim_kim

J_B said:

Kim_kim said:

Do you think it’s ok their is no micro filter used now? 

You need some sort of filter. You *may* have a filtered faceplate (google it) but if not, you need a microfilter. Did you use one with your previous ISP ?

I eventually got a human being, yes the filter is on now - even through the instructions don’t say to use one.
It’s still not working, even through I received a go live at 11am, sky said it can actually come on anytime before midnight.  So I’m still without internet.  

Mister_G

You could find that you've gone from a "bundled" connection to an "un-bundled" connection with Sky.  This requires hard wiring changes at the exchange, so could well take longer than remaining with a supplier who still uses the "bundled" connection.

Kim_kim

Mister_G said:

You could find that you've gone from a "bundled" connection to an "un-bundled" connection with Sky.  This requires hard wiring changes at the exchange, so could well take longer than remaining with a supplier who still uses the "bundled" connection.

It was repaired yesterday by bt openreach, they had wired incorrectly at the switchover.