Router troubleshooting

Jump to the installation guide

1. When will my router arrive?

Your router should be with you within two weeks of signing up. If there are any delays, you'll be the first to know. Once it's been collected by our courier you'll be provided with tracking info, to keep an eye on things. 

2. Will an engineer need to set up my broadband?

If your property has not been connected to Sky previously, an engineer will be required to come to the property to set this up and install a wall socket this will have been arranged for you. You can see the status of this in your broadband tracker. Please note they may need to visit more than once.

The appointment usually takes between 30 minutes to 2 hours in order for the engineer to set your services. The engineer will arrive in a Sky van and be carrying ID, so they’ll be easy to spot

 3. I have moved in and an existing router is here, can I use this?

If you've moved in and there is an existing router at the property unfortunately this cannot be used. The providers associate a new router to your line. For Sky customers these are encoded for secruity purposes and have a dedicated MAC address.

We will always look to send the router to the address via DPD tracked delivery in line with your go live date

4. Where is the wall socket for my broadband?

Wall sockets can tricky 'cause there's is no set location!

Usually your wall socket is:

• In a communal area like the living room
• or the front bedroom if you're in a student house or flat

If you still can't find it, take a look at the installation guideto get an idea of what your wall socket should look like.

If that doesn't help, look for a brown box on the outside of your house or flat. 

• This is usually on the front of the property/nearest street entrance
• And should feed into your house.
• On the inside of this wall there should be a wall socket that will say: Virgin Media, NTL or Telewest.
• Congrats! You just found your broadband socket.

6. What is my broadband speed?

DOWNLOAD: It’s the speed that matters, how fast your internet connection is able to retrieve data from the internet. Browsing, streaming and everything in between is affected by this and it’s the speed most providers focus on.

UPLOAD: Upload speed refers to the speed that your internet connection can allow data to be sent from your devices to the internet. Usually relevant for uploading content like photos, videos or your webcam during a video call.

Want to test your speed? 👉 https://www.speedtest.net/