👉 Before anything else, try restarting your WLAN-Router — it solves most common issues.
General cases
Follow these steps if you’re unable to connect to the internet through Sky Fiber:
👉 If you’re a new Sky Fiber customer
1. Check your activation confirmation
- You should have received an email from Sky Fiber confirming that your line is active (check your inbox and spam folder).
- → No email yet? Wait for it before installing your kit.
- → Email received? Continue to the next step.
2. Check your Sky Fiber kit installation
- Make sure all cables are properly connected and the WLAN-Router is powered on.
- You can follow the installation guide here.
- → If everything looks fine but you still have no connection, contact our Customer Service for a diagnostic.
👉 If your Sky Fiber connection suddenly stopped working
1. Check your Sky Fiber kit setup
- A cable may have been accidentally disconnected — check the power supply, the Ethernet cable, and the optical fiber cable.
- Make sure everything matches the original installation setup.
2. Make sure your payments are up to date
- If not, check this FAQ: What happens if I don’t pay my subscription on time?
- If your payments are up to date, contact our Customer Service for further support.
👉 If you are using an Access-Point:
- Check that you have not connected the Access-Point instead of the WLAN-Router.
- → See how to distinguish a WLAN-Router from an Access-Point.
Special case: WLAN-Router LED is blue, ONT LED is green
You’re seeing the following situation:
ONT LED: green
WLAN-Router LED: blue (no Internet)
Everything seems correctly cabled
Why can this happen?
Normally, the ONT LED turns green only if:
the fiber cable is correctly connected, and
the socket is linked to an active Sky Fiber service.
👉 But there is one important exception:
If our ONT is connected to a socket with an active Swisscom service, the LED will also turn green. This is by design on Swisscom’s side and can’t be avoided.
Consequence
In this case:
your WLAN Router stays blue,
it doesn’t receive an IP via DHCP,
you therefore have no Internet connection,
replacing the router won’t help.
Sky Support’s diagnostic tool won’t show the ONT, because the socket isn’t connected to the Sky Fiber network.
What should you do?
Sky Support will automatically ask you to check your cabling.
You can also try this:
Test the other ports on your OTO socket.
-
If none of the ports give a green ONT LED: there is a cabling issue between the BEP and the ONT, or a patching mistake.
👉 You must contact your landlord so they can coordinate the fix with a certified technician.