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Fix your broadband problems

Check your phone line

If you have a phone, lift your receiver. If you can hear a beeping, intermittent dial tone, this means you have a voicemail and there isn’t a fault with your phone line. We also need you to check for:

  • no dial tone.
  • noise, hissing or crackling on the line.
  • your phone line sounding normal.


  • your phone line sounds normal: go to the next step.
  • you don't have a phone: go to the next step.
  • your phone line doesn't sound normal: we can't resolve your issue. Please contact us.

Check your router set up

If you find that your broadband connection is unexpectedly slow or unreliable, here are a few things for you to check:

  • Your leads: make sure your Sky Hub's power lead isn’t bunched together with your grey DSL cable or any Ethernet cable you might be using. The power lead can sometimes cause interference with other cables in your premises network.
  • Your TV: if you have a plasma screen TV, it could interfere with your broadband signal. Make sure your Sky Hub isn’t positioned too close to it. Try to leave at least 3 metres distance.
  • Your microfilters: your microfilters need to be installed properly to get the best from your Sky Hub. If you’re not sure if they are, follow the steps below:

Step 1

Your microfilter should be the first thing plugged into the telephone socket. If you’re connecting your Sky Hub, you should be using the master microfilter. It’s the larger of the two microfilters that came with your Sky Hub. Call Us if you’re missing any microfilters.

What is a microfilter? See image below for an example of what a microfilter looks like.

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A microfilter is a small box that lets you use your phone and broadband at the same time. You need one wherever there’s a device plugged into a phone socket, including Sky boxes.

If you don’t have enough microfilters, call us to order more for free. Please allow between three and five days for delivery.

Step 2

If you’ve connected your Sky Hub, check that it’s plugged into the Sky Hub port on the master microfilter.

Step 3

Make sure your phone or other devices are connected to either the master or secondary microfilter using the Sky Box/Phone port.

If the issue isn't resolved, go to the next step.

Check other devices in your premises

Check all other phone sockets around your premises to see if anything is plugged into them. This could be another phone or your Sky box.

For each phone socket that has a device connected to it, make sure a microfilter is the first thing plugged into the phone socket.

If you have multiple devices connected to one phone socket you’ll need to use a splitter. Make sure a microfilter is the first thing plugged into the phone socket and then plug a splitter into the microfilter.

What is a splitter? See images below for examples of what a splitter looks like.

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A splitter is used when you need to connect more than one device to your phone line. This could be another phone, your Sky box or a fax machine.
A splitter is different to a microfilter and you’ll need to use both if more than one device is connected to your phone line.

If the issue isn't resolved, go to the next step.

Reboot your Sky Hub

  1. Press and release the reset button on the back of your Sky Hub. It may take a few minutes to reboot.
  2. Go to the device that you were experiencing difficulty in accessing the internet on and type into your web browser to check if your broadband connection is now working.

If the issue isn't resolved, go to the next step.

Check your Sky Hub lights

Look at the lights on your Sky Hub and find the power and internet lights.

For more info on what this means and how to resolve it, go to Lights on your Sky Hub or router explained.