1. Check your broadband activation date
If you've already received your Sky Hub through the post, check the top of the packaging for the activation date.
If you don’t have the Sky Hub or no longer have the packaging it came in, then have a look at the Welcome Letter you received from Sky when you signed up to Sky Broadband.
Another way to check when your Sky Broadband line will be activated is by using our online order tracker.
You'll need to use your Sky iD username and password to Sign in. If you don't have a Sky iD, you can create one by selecting Sign Up.
Please note that your broadband service may go live at any time on the day of activation, up to midnight in some cases.
- Already a Sky TV Customer?
If you're already a Sky TV customer and you're waiting for a Sky Broadband order to be completed, you can also access Order Tracking using your Sky remote control.
- Press Interactive on your Sky remote control and select Sky Active.
- Choose My Account & Help.
Here, you can view your statements, track your orders and manage your account via your TV.
The Sky Switch Squad is working hard behind the scenes to ensure your order progresses smoothly.
If you provided us with your mobile or landline telephone number and gave us permission to call you when you ordered Sky Broadband, the Switch Squad will send you a text message to let you know when your line's been activated.
Please note that your line activation date may not be the same day as when the engineer visits to install Sky TV, or the day your Sky Broadband router arrives in the post.
2. Check your set up
For your best speeds and stability you should connect your Sky Hub through a microfilter to your master phone socket. You need to plug a microfilter in first to each phone socket in use in your home, including the phone socket used by your Sky TV box. Make sure you only have one microfilter connected to each socket or if you have Sky Fibre through an Openreach modem.
Please note: Microfilters are not required if you have a pre-filtered phone socket
If you've got a lot of devices around the house that require a telephone signal, you will require splitters. A splitter enables you to connect more than one device to a single socket. Each splitter needs to be connected to a microfilter and you'll need to remember to connect this to the microfilter socket marked Sky Box/Phone.
Read our Check your microfilters article for more help on how to connect these in your home.
Sky Fibre Unlimited customers
- Sky Fibre with the white Sky Hub or an older router
An Openreach engineer should have changed your master phone socket, connected the Openreach fibre modem and checked that it was working before they left. All you need to do is connect the Openreach modem to your Sky wireless router (fibre) as follows:
- Plug one end of the White Ethernet cable into the LAN1 port on the Openreach modem.
- Plug the other end of the cable into any of the available Ethernet ports on the back of the Sky router.
Master phone sockets for fibre connections will be pre-filtered, so you don’t need to use microfilters in any of your sockets.
If you are using a wired broadband connection, one end of the second Ethernet cable should be plugged into the Sky router and the other into your computer. If you’re connecting wirelessly, please make sure the computer isn't too far from the router to get the best speeds and experience.
- Sky Fibre with the black Sky Hub
The black Sky Hub doesn't require any additional equipment apart from what we send you through the post, and you won't need an engineer to visit your home.
If you need more help, read our article on setting up your Sky Hub.
3. Check your router's power supply is switched on
You should be able to see the power light illuminated either white or green. If it’s not, check the router is plugged in at the wall.
Sky Fibre customers who have an Openreach modem should make sure its power supply is switched on and that the power light on the right and PON light on the left are both green.
4. If your router is new, wait 20 minutes after switching it on
When you first install your router, it may need to download some software to get it running. While it's happening, you may find that your internet connection is slow or drops – leave 20 minutes for the process to complete before trying the other checks in the list.
5. Check that the wireless (WiFi) is turned on
If you are connecting wirelessly, make sure your computer or device has WiFi switched on. Computers will often have a switch with a wireless symbol, or show the wireless status in the notification area or task bar at the bottom of your screen.
Also, check that you can see your network from the list of available networks. Your network should be SKY followed by five digits, for example, SKY12345.
6. Check you’ve entered your wireless password properly
If you are connecting wirelessly, make sure you've entered your wireless password (also called the security key) correctly. You can find your wireless password on the back or underside of the router and on the Connect or Keep me handy card supplied in the router packaging. Always enter your password in capital letters. There are no numbers. If you are asked for a PIN then insert this instead of the password.
7. Keep your router switched on
It’s important to leave your Sky router permanently switched on so we can stabilise your broadband speed and make sure you’re getting a reliable connection.
8. Position your router for a strong signal
To avoid an intermittent or slow wireless connection, make sure another wireless signal or a physical obstacle cannot interfere with the signal from your Sky Hub or Sky router.
How to get the strongest and most reliable wireless connection
- Put your router in or near the room where you're most likely to use your computer.
- Avoid putting the router in the corner of the room or on the floor.
- Update the wireless drivers on the computer that you are using to connect.
Your wireless signal should be able to pass through most obstacles around your home, but floors, walls and other obstacles made of dense materials such as brick, stone, concrete and metal can weaken your wireless signal.
Some reflective household objects can also deflect the signal, such as:
- Christmas decorations
If possible, move your computer and router away from these objects.