Issue with Sky Broadband Hub

loup · 12-03-2026 04:02PM #1

Moved from 500mb Virgin (coax) to 1gb FF Sky about three weeks ago. While the installation went fine and Sky have tested the line and say its fine, the Sky Hub keeps going offline (orange light on internet). I have no idea why and Sky don't seem to be able to figure it out even after two engineer visits. I have three direct ethernet cable connections in each of the 1gb ports on the back which worked fine under the VM hub. Wondering could this be an issue with a hub meant for full fibre? I've tried plugging some in and out at different times but again no definitive reason as to why the hub goes off. Sky were meant to send a new router which I haven't received as yet. Really frustrating as we are working on hotspots when the router goes down, it could take ages to come back up also. Any insight would be great.

NotShero · 12-03-2026 05:37PM

https://www.boards.ie/discussion/2058435854/issue-with-sky-broadband-hub

I'd submit a complaint to Sky, If it's still not resolved after 10 days you can get in contact with ComReg.

Email - ROI-complaints@sky.ie

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice-roi

https://www.sky.com/help/forms/complaints-roi

https://www.comreg.ie/advice-information/consumer-care/

Do you by any chance have your own router/mesh system you could replace the Sky router with? To rule out the router being the issue. You can connect it directly to the ONT.

Connection Type - PPPoE

PPPoE Username - anything@skydsl

PPPoE Password - anything

Internet VLAN ID 10 in VLAN/IPTV settings

loup · 13-03-2026 01:02PM

Thanks for this, I don't have my own router/mesh system but may definitely look into this to resolve the issue! Driving us mad now :-)

eronayne · 18-03-2026 11:43PM

Hi there are a couple of things worth checking.

You have not mentioned what access provider is supplying the line into your house, Assuming it is Virgin Media FTTH

Is the Internet light alternating between amber and green, as in staying amber, but going green for a second or so and then straight back to amber every 30 - 40 seconds.

there are a couple of things worth doing to troubleshoot.

Make sure the cable between the ONT is only plugged into port 4 on your HUB.

For the purposes of troubleshooting disconnect all the other ethernet connected devices.

Dont have any ethernet switches between the ONT and router, I.E. single ethernet cable between ONT and router.

Log in to the sky hub.

Click on advanced, under router mode select WANoE Only, Click apply.

Reboot router. after the router reboots, dont make any more changes

Wait 30 - 40 mins and check if internet goes green.

re connect each of the ethernet cables you previously connect one at a time leaving 30 mins between each, if the internet goes down after you connect one, investigate further.

regards …

loup · 20-03-2026 02:49PM

Thank you! I am actually moving provider on Monday but a couple of things there I haven't tried (WANoE setting). Yes sorry its Virgin Media FTTH with no switches between ONT and router. Internet light stays amber consistently unless occasionally after rebooting we get solid green for an hour or two then it drops again to amber. We've tried with no ethernet cables and as you said one at a time but no change. Its baffling, Sky are not that bothered about fixing it (we would have to wait another 3-5 working days for engineer) so as its been three weeks now, I've cancelled Sky and ordered Digiweb.

NotShero · 20-03-2026 08:50PM

https://www.boards.ie/discussion/comment/124327032#Comment_124327032

Does the red Alarm light on the ONT ever come on?

loup · 23-03-2026 01:51PM

No the red alarm light never comes on. I tried another modem (third one) into the ONT box and it does the same, drops connection intermittently. From googling online it could be that the modem is not getting an IP address from the ONT. Hopefully new provider and new installation will fix this!

mckildare · 25-03-2026 04:47PM

Hi all,

Sorry to hijack this thread but very close to my query so rather than start a new one...

I've moved from VF SIRO to Sky but have my own TPLink router now. Previously I would swap the new one and rename it and voila but now I'm thinking I don't even have to open the Sky one and just change my tp link settings to what was posted earlier, as below, is it that simple?

Connection Type - PPPoE

PPPoE Username - anything@skydsl

PPPoE Password - anything

Internet VLAN ID 10 in VLAN/IPTV settings

Thanks for the help!!

NotShero · 25-03-2026 04:56PM

https://www.boards.ie/discussion/comment/124340155#Comment_124340155

Yes just connect the TP-Link directly to the ONT and enter those details

mckildare · 25-03-2026 05:02PM

Excellent thanks so much

Issue with Sky Broadband Hub

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