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    New user - help needed please!

    This is a discussion on New user - help needed please! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Just signed up for Sky BB and got the router last week. They said that my line would be connected ...

    1. #1
      turbofto's Avatar
      turbofto is offline Sky User Member
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      New user - help needed please!

      Just signed up for Sky BB and got the router last week. They said that my line would be connected no later than today and that I would receive a phone voice message telling me when the line was activated.

      I received this voice message Saturday morning, I can connect to the router but I cannot connect to the internet. Also my internet light on the router is not lit up. I suspect I'm not actually connected yet but just wanted to check with other users.

      After reading the many horror stories about contacting Sky customer services I'm reluctant to call them.

      Can anyone offer any help or assistance?

      Thanks in advance.
      Last edited by turbofto; 08-04-08 at 01:12 PM.


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    3. #2
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      Re: New user - help needed please!

      Open the web page for the router settings http://192.168.0.1/ enter the username and password admin/sky.

      On the first page scan to the bottom and click test sky, if all is ok try the connect option also at the bottom....

    4. #3
      Isitme's Avatar
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      Re: New user - help needed please!

      Usually Sky give themselves a safety net of 3 days when they give a connection date. Have the 3 days expired? If so, phone Sky and tell them you have no connection. When you phone, it is better to be plugged into the Test socket, or the Master socket, if you have an older type master. You will have to go through the procedure, which can be irritating, but if you want anything done, you must do it. Also make sure that you have filters fitted to everything connected to the phone line. Before calling, try resetting the router by pushing a biro into the little hole at the back and hold it there for 10 seconds or until the tick flashes on the front.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    5. #4
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      Re: New user - help needed please!

      Thanks for the advice guys.

      The letter said I'd be connected by today though I received the voice message confirmation on Saturday so I guess the 3 days is up if we go from Saturday.

      I'll have a try tonight and if it's still not up by Friday, which will be 3 days after the date which they gave on the letter, then I guess I'll have to call them

    6. #5
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      Re: New user - help needed please!

      so I guess the 3 days is up if we go from Saturday.
      I am not 100% sure, but I think the 3 days are working days. One of the Skybods might confirm/deny.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    7. #6
      turbofto's Avatar
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      Re: New user - help needed please!

      Ah yes you're probably right there. I shall be patient and give it till the end of the week then I suppose a phone call will be in order.

    8. #7
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      Re: New user - help needed please!

      3 days of any kind but your installation/ activation date is your activation date. If you call and they check the order status they will be able to tell for sure if the activation has occured or if there has been a problem or delay. If you have no sync at all it could be an issue that can be looked at sometimes but the 3 days is just a period of time (for sky base, mid and max customers) during which we cannot escalate issues. You are now on day 4 if your activation date was Saturday. Call sky BB tech support before 2030 and they can talk to order status to be sure all is well with the order. They can then look at the issue and escalate it.

     

     

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