Router guide

Everything you need to get set up with your new Sky broadband. 
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Quick links

 

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New customer questions

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 I need an engineer appointment?

You'll get appointment details via email if you need an engineer appointment. You can see the status of your appointment in the broadband tracker on your dashboard. Note: They might need to come out more than once.

A Sky engineer appointment usually takes between 30 minutes to 2 hours. Your engineer will arrive in a Sky van and have ID so they'll be easy to spot. 

 3. There's already a router at this address -  can I use it?

No, sorry! If there's a router from the people at your address before you, it can't be use. Sky encodes routers for security pruposes, and each router has 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 my wall socket?

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.
5. 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/ 

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Installing your router

 

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1. Find your main phone socket

Find your master phone socket. For your best speed and stability connect your SkyQ Hub to your master phone socket.

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Note: The phone socket might have two slots


If the master socket has two ports, you have a pre-filtered master phone socket, so you will not need to use microfilters. 

Just plug the purple cable in the next step directly into the left port on your socket.

2. Unplug anything already plugged in

Unplug everything from your master phone socket, e.g. any phone cables, any existing broadband equipment or your splitter.

Remove and set aside your splitter as you will need it in the next step.

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plug-in

3. Plug in your Sky Q Hub 

  • Plug the Sky Master Microfilter directly into your master phone socket.
  • Plug one of the purple ends of the grey DSL cable into the purple port of your Sky Master Microfilter.
  • Plug the other purple end into the purple port of your SkyQ Hub.

If you removed a phone cable, Sky Box cable or splitter before this, plug it back into the port marked 'Phone'.

4. Connect power supply

Plug the blue end of the Sky Power Supply cable into the blue port of your Sky Q Hub. 

Plug the other end directly into the mains and switch on. 

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5. WiFi settings & connection details

Your new WiFi network will be called something like SKY123456.

The connection details are on the back of your Sky Q Hub.

If you’re familiar with connecting to WiFi networks you can use these details to connect now.

6. Connect ethernet cable

If you'd like to connect a device like a laptop or PC to your Sky Q Hub, connect one end of the Ethernet cable to one of the Sky Q Hub's Ethernet ports and push it firmly into place, then connect the other end to your device.

 
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7. Connect tablet or mobile

Connecting to WiFi is a similar process on Android and iOS (iPhone).

  • On your tablet or mobile go to 'Settings'.
  • Select WiFi from the list of options. Make sure it's switched on. 
  • Your device will list all nearby WiFi networks. Look for your new Sky network - something like SKY123456
  • Tap that network and enter the network password when prompted. Your network name and password is on the back of your Sky Q Hub.

9. Connect your laptop or desktop

 

Connecting a Windows computer

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Finding your connection

Finding your network is easy but it’s a bit different depending on which version of Windows you have. For Windows 10, 7 and Vista you’re looking for a network icon in the bottom right of your screen. It might look like the symbols above

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Windows 8?

For Windows 8, that network icon can be found in the settings area, which is on the Home screen marked by a cog icon.

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Which is my WiFi?

Your WiFi network name will be something like SKY123456.

Connecting manually

To connect manually with Windows find the network on your computer first, click the connect button and then enter the WiFi password. 
Click to confirm

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USB Port

The USB port on your 
Hitron will not work as it has 
been deactivated.

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WSP Button

The WPS button on your 
Hitron will not work as it has 
been deactivated.

 

Connecting a Mac computer

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Finding your connection

On Mac OS a list of networks can be found under the WiFi icon at the top of your screen.

If this icon isn’t there you’ll need to go to System Preferences > Network > Wi-Fi.

Your network name will be 
something like VM123456.

Connecting manually

To connect manually with Mac OS, first find the network on your computer. Click the network name then enter the WiFi password and click OK to confirm

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10. Checking your wireless network settings

How do I access the Sky Q Hub's control panel?

You can control tons of settings in your Sky Q Hub’s control panel, including changing your network name and password.

To log into the control panel via your internet browser on a device connected to your Sky Q Hub:
• In the address bar of your browser type http://192.168.0.1/
• The username is admin
• The password is sky unless you changed it

 

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11. Resetting your router

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Make sure your Sky Q Hub is plugged in at the mains and switched on. Then, press and hold the reset button on the back of the device until the power light begins to flash green.

This can take up to 10 seconds.

Don’t unplug or switch off your Sky Q Hub while it resets.

The power light will flash amber then will return to solid green when completed.