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Broadband set up

Broadband set up checklist

If you’re having trouble with your broadband connection, here are some steps to consider. 

  • Check your broadband activation date

    Your broadband won’t work before your activation date. Plus, it could take until midnight on your broadband activation date for your connection to start working.

    If you’re not sure of your activation date, here are a few places to check:

    • The packaging your broadband router arrived in. Your broadband activation date will be printed on the top of the box.

    • Order tracking online. Go to You’ll need to sign in with your Sky iD first. If you don’t have one or you’ve forgotten your details, you can get help at our article Sky iD explained.
    • The welcome letter or email you got from us when you signed up to Sky Broadband.
    • Your Sky TV, if you’re a Sky TV customer. Press interactive on your Sky remote and select Sky Active. Then go to My Account & Help, where you’ll find information about your account including your Sky Broadband order. 

  • Let your broadband router download software

    If you’ve just set up a new Sky Hub or Sky Q Hub, leave it on for 20 minutes after you first switch it on. It may need to download software to get up and running properly. While this is happening, your connection could seem slow or intermittent.

    Also, don’t switch off or unplug your router overnight. We’ll be testing your line overnight for a few days to make sure you’re getting the fastest and most stable connection available. Leaving your router on helps us to do this. 

  • Check your set up

    Check your telephone master socket. If it has one port, make sure you’ve connected your router to it through a microfilter. If your telephone master socket has two ports, you have a pre-filtered telephone master socket, which doesn’t require a microfilter.

    If you’re using a microfilter, first plug it into the telephone master socket, and then plug your router into the microfilter using the port marked Sky Hub. Then plug your phone into the port marked Sky Box/Phone or just Phone.

    A standard Sky microfilter

    A Sky Master Microfilter

    If you’re connecting your router to a pre-filtered socket, you’ll need to plug it straight into the DSL port. It’s likely to be the smaller of the two ports and may be marked DSL or feature a computer icon as below. 

    Pre-filtered socket with DSL port

    Pre-filtered socked with computer icon

    Also, if you connect devices to any phone sockets in addition to your telephone master socket, you’ll need to go through a microfilter. You should first plug the microfilter to the telephone socket, and then your device to the microfilter. They should be plugged into the port marked Sky Box/Phone or Phone.

    You can plug a telephone socket splitter into a microfilter, so you can use the phone socket for more than one device. Again, use the Sky Box/Phone or Phone ports. However, you should never plug a microfilter into another microfilter.

    For more information, read our article Check your microfilters

  • Check your Openreach modem (UK Sky Fibre customers only)

    If you’re a Sky Fibre customer with an Openreach modem and a white Sky Hub:

    1. Check that one end of the White Ethernet cable is plugged into the Openreach modem’s LAN1 port.
    2. Plug the other end of the cable into any available Ethernet port at the back of the Sky Hub.

    If you’re a Sky Fibre customer with a black Sky Hub or the Sky Q Hub, you don’t require an Openreach modem. You can remove the Openreach modem and recycle it. 

  • Check that your router is plugged in and switched on

    The power light will be lit either green or white depending on the model of router you have. You should see a white or green power light. If you’re a Sky Fibre customer with an Openreach modem, make sure you’re seeing both a power light and PON light lit green.

    If the lights aren’t on:

    • Check the power lead connection at the back of your router to ensure it’s securely plugged in.
    • Check the socket your router is plugged into. Make sure the plug is firmly in place, and that the socket is switched on. 

  • Check your Wi-Fi settings

    If you’re connecting wirelessly, make sure you’ve enabled Wi-Fi on any device you’re trying to use. And make sure you’re trying to connect to the correct network. Your network name will be printed on the underside or back of your router. 

Sky Q Hub only

If your broadband router is a Sky Q Hub, as shown below, you may find these additional tips helpful. 

  • Check the wires at the back of your hub

    If it’s near to the DSL cable, the power lead could interfere with your broadband signal. So, be sure any cables at the back of your Sky Q Hub, including any Ethernet cables, aren’t bunched together. 

  • Move the hub away from plasma screen TVs

    If you have a plasma screen TV, we recommend you position your Sky Q Hub at least three metres away from it as your plasma screen TV could interfere with your home broadband network.

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