Connecting to Broadband

Reset your Sky wireless router to its default settings:

• 1. Make sure your Sky wireless router is turned on.
• 2. Locate the small reset button on the back next to where the power cord plugs in.
• 3. Using a blunt pointed object (such as a pen), press and hold in the reset button until the test light blinks, then release the button.
• 4. The Sky wireless router will now restart, and will be reset to the Sky Broadband default settings.

If resetting your Sky wireless router does not correct the problem, contact Technical Support on 08442 410 515.

Check your activation letter for the date your Sky Broadband service is due to be activated. If the date hasn't arrived yet, or you have yet to receive your letter, leave the Sky wireless router plugged in and the lights should come on as soon as you are activated.

If it's more than three days past your activation date, check your phone line. Listen to your phone to see if you get a dial tone or the crackling line of a poor connection. If the line is not working, you will normally be unable to connect to your broadband service, and a poor connection will lead to an intermittent service at best. If you do not get a dial tone or the line is crackling you need to contact your line provider. If you have a BT line then, contact BT's faults department on 151 (from a BT line), or 0800 800 151 (from any line). If you have a Sky Talk phone line then contact 08442 410 515

If your phone line is working, unplug all other devices (e.g. telephones, Sky set-top boxes or fax machines) from your telephone line, and try replacing the microfilter you have used to connect your Sky wireless router to the phone socket with one of the other microfilters provided.

If this does not correct the problem:

• 1. Check your microfilters are connected correctly
• 2. To rule out problems with your internal phone extension wiring, connect your Sky wireless router to the master socket

If you've tried all of the above and the problem still isn't resolved, contact Technical Support on 08442 410 515.

Check your activation letter for the date your Sky Broadband service is due to be activated. If your activation date hasn't arrived yet, or you have yet to receive your letter, leave the Sky wireless router plugged in and the lights should come on as soon as you are activated.

If it is more than three days past your activation date, reset your Sky wireless router:

• 1. Make sure your Sky wireless router is on.
• 2. Locate the small reset button on the back of the router next to where the power cord plugs in.
• 3. Using a blunt pointed object (such as a pen), press and hold in the reset button until the test light blinks, then release it.
• 4. The Sky wireless router will now restart, and will be reset to the Sky Broadband default settings.

If this does not correct the problem, try turning the Sky wireless router off using the power button on the back. Count to 10, then press the power button to turn the router back on.

If you've tried all of the above and the problem still isn't resolved, contact Technical Support on 08442 410 515.

Check the ethernet cable is plugged in correctly. Check that the yellow ethernet cable is plugged into one of the two yellow ethernet ports on the back of the Sky wireless router, and the other end of the cable is plugged into the ethernet port on the back of your computer. Make sure that you are using the yellow ethernet cable that came in the same box as the Sky wireless router.

Check the ethernet cable is working:

• 1. Connect one end of the yellow ethernet cable to one of the two yellow ethernet ports on the back of the router.
• 2. Connect the other end of the yellow cable to the other yellow ethernet port on the back of the router.
• 3. Check the two ethernet lights on the front of the router:
  • If both lights come on, your cable and ethernet ports are probably functioning correctly. However, there may be a problem with the ethernet Network Card in your computer. Please refer to your computer or ethernet card manufacturer for help with this, or replace your ethernet Network Card.
  • If only one or neither light comes on, contact Technical Support on 08442 410 515.

• 1. Check your IP settings. Follow the step-by-step guide for your version of Windows:
  • Windows XP
  • Windows Vista
  Restart your computer and open a web browser to check if you can now browse the web using your broadband service.
• 2. Check the status of your network connection. Follow the step-by-step guide for your version of Windows:
  • Windows XP
  • Windows Vista
  Restart your computer and open a web browser to check if you can now browse the web using your broadband service.
• 3. Check your web browser's settings. Follow the step-by-step guide for your version of Windows (Internet Explorer only):
  • Windows XP
  • Windows Vista
  Restart your computer and open a web browser to check if you can now browse the web using your broadband service.
• 4. Check that your computer is not trying to dial up to the internet.
  • Open a web browser window (or double-click on the 'S' icon on your desktop to open a new browser window).
  • If a 'Dial-up Connection' box pops up asking you to confirm you want to connect to a dial-up service, select Work Offline.
  • Select Tools from the top right of the browser, then select Internet Options from the drop-down menu.
  • At the top of the Internet Options window, select the Connections tab and make sure Never dial a connection is selected.
  • Click Apply and then OK.
  • In the same web browser window, click on the Tools icon and remove the tick from Work Offline.

Restart your computer and open a web browser to check if you can now browse the web using your broadband service.

Are you on Sky Broadband Connect?

If you've tried all of the above and the problem still isn't resolved, contact Technical Support on 08442 410 515.

Check your security software settings. If you are using the McAfee Internet Security Suite that comes with Sky Broadband (for PC users), or security software or parental controls from another security provider, check that it is not set to reject or block all cookies, as this can interfere with your ability to access some websites.

• McAfee Internet Security Suite - for PC users with Windows 2000, XP and Vista
• McAfee VirusScan - for Mac users with OS X v10.2 'Jaguar' or above, Power PC or Mac with Intel

If this does not correct the problem, check your Sky wireless router security settings.

If you've tried all of the above and the problem still isn't resolved, contact Technical Support on 08442 410 515.

Broadband Optimisation period

When your broadband is first activated, we ask that you leave your Sky Wireless router turned on for the first ten days. This enables us to test different speeds and settings to ensure maximum stability and reliability for your broadband. During these first 10 days you may notice some variations in your broadband speed, this is normal during the optimisation process.

Checking your speed

• 1. Check the speed of your broadband connection according to the Sky wireless router by following our
  step-by-step guide.
• 2. Restart your computer and turn the Sky wireless router off for 10 seconds (push the power button on the back of the router once to turn it off, and again to turn it back on).

If this does not correct the problem:

• Check your web browser's settings. Follow the step-by-step guide for your version of Windows (Internet Explorer only):
  • Windows XP
  • Windows Vista
• Ensure your anti-virus software is up-to-date, and run a virus check on your computer. Virus and spyware software will typically slow down your connection speeds.
• Check your Sky wireless router. The speed and reliability of your broadband connection may be improved by changes to where and how the Sky wireless router is connected to your phone line.
  • See recommended ways to connect your router

Are you on Sky Broadband Connect?

After your broadband service becomes active, it will take 10 days from when you first connect and log in to establish the maximum possible speed on your line. This may vary from the estimated speed quoted when you ordered. During these first 10 days you may notice some variations in speed and your connection may be intermittent at times. Please do not contact Technical Support during this period if your speed or connection quality is changing, as this is part of the process used to stabilise your broadband service from day 11 onwards.

If you've tried all of the above and the problem still isn't resolved, contact Technical Support on 08442 410 515.

Where you install your microfilters can make a significant difference to the speed and reliability of your broadband connection.

• See typical examples for connecting filters

Yes, please turn off your router when you are not using your broadband connection - it will save energy and it's better for the environment. You'll find the on/off switch on the back of the router.

We've provided you with a stand for setting up your Sky wireless router in an upright position. You can set up your router either horizontally or vertically, but it's a good idea to set it up vertically using the stand. It'll improve ventilation around the router, which will help it be more reliable.

The two yellow ethernet ports are for your home network. The blue and green ethernet ports will also work if you plug your computer or other devices into them, and in future will support new services Sky is currently developing - we'll let you know about these services when they are ready for you to enjoy.

• You can check the speed of your broadband connection according to the Sky wireless router using our step-by-step guide.

The speed and reliability of your broadband connection may be improved by changes to where and how the Sky wireless router is connected to your phone line.

• See hints and tips for the best ways to connect your router

Sky will automatically provide the fastest speed that your phone line can physically support as a reliable connection, up to the maximum download speed of your Sky Broadband product.

The actual broadband speed achievable over your phone line depends on its length, the length and quality of any phone wiring in your home, the speed of connection between your computer and router, the speed of your computer, and whether all your microfilters are correctly installed.

The distance you live from your local exchange will also affect your maximum connection speed, with speeds dropping the further away you get.

Your broadband speed will also vary during the day depending on whether the network is busy, the websites you are visiting, whether you're sharing your connection with others in your home, and whether you have any spyware or hardware slowing down your computer. Your speed may reduce significantly during the peak period from 6pm to 9pm.

If you are still having problems connecting to broadband, contact Technical Support on 08442 410 515.