topic Re: No WiFi Despite SKY check saying everything is ok! in Broadband

No WiFi Despite SKY check saying everything is ok!

Todd22 — Sun, 17 Mar 2024 07:08:40 GMT

We currently have no WiFi in the house despite the Sky service checker saying everything is fine. Is this an issue for all Sky customers and if so when will this be resolved?

Re: No WiFi Despite SKY check saying everything is ok!

CharlieM2323 — Sun, 17 Mar 2024 07:17:16 GMT

We have got the same issue. Seems to be sky problem as the panel on the wall says it's got no connectivity

Re: No WiFi Despite SKY check saying everything is ok!

EB04 — Sun, 17 Mar 2024 07:26:37 GMT

I have same issue since yesterday! Very frustrating 🤬

Re: No WiFi Despite SKY check saying everything is ok!

Todd22 — Sun, 17 Mar 2024 07:28:35 GMT

Thank you! Hopefully the issue gets resolved quickly! It's good to know it's not just me but sorry to hear it's affecting you also! Rather it be a sunday problem rather than a WFH Monday problem - every cloud?

Re: No WiFi Despite SKY check saying everything is ok!

JED01 — Sun, 17 Mar 2024 07:33:34 GMT

Same here. All the possible checks shows that there is no issues in connection yet I am using mobile data to join this chat though I am at home..... 😬

Re: No WiFi Despite SKY check saying everything is ok!

Lee116 — Sun, 17 Mar 2024 07:45:20 GMT

I have no connection and even tried rebooting and doing fix it load of times it still doesn't work

Re: No WiFi Despite SKY check saying everything is ok!

Chrisee — Sun, 17 Mar 2024 08:12:20 GMT

Hi people it is highly unlikely whatever the problem affecting each of your lines is a national issue affecting 6 million plus customers. Run the full connection test in the My Sky app over a mobile connection rather than relying on the status pages if that reports a known fault then sorry you will have to wait until its fixed however if nothing is reported call Sky and report the fault yourselves.

Re: No WiFi Despite SKY check saying everything is ok!

CharlieM2323 — Sun, 17 Mar 2024 08:20:05 GMT

Hi Chrisee,

Given that the issue is a LOS issue which skys own help page says can't be solved at home it needs to be logged and investigated by openreach, means it's a sky issue not a turn it off and on again issue

Re: No WiFi Despite SKY check saying everything is ok!

Chrisee — Sun, 17 Mar 2024 08:25:06 GMT

@CharlieM2323 so call them and report it if your ONT has a red LOS light it is an issue between the exchange and your home which is down to Openreach as either there is an issue with their unit that generates the light signal at the exchange or a break in the fibre. Sky have no way of knowing until somebody reports the issue. Fibre is far more reliable than copper but still can break.

Re: No WiFi Despite SKY check saying everything is ok!

Lee116 — Sun, 17 Mar 2024 09:01:39 GMT

I just called sky about no connection and was told it was an outside line problem and open reach will sort it within two days

Re: No WiFi Despite SKY check saying everything is ok!

Chrisee — Sun, 17 Mar 2024 09:05:09 GMT

@Lee116 which to be totally correct is 2 working days which means it should be fixed by Wednesday Openreach dont work on faults on domestic lines over the weekend. Loads of line faults as there alwways are after heavy rain.

Re: No WiFi Despite SKY check saying everything is ok!

Sarahbolo — Sun, 17 Mar 2024 09:12:00 GMT

Checked on The Open Reach website and it states that if there is an Open Reach issue it's actually Sky that needs to raise it on behalf of the customer.

hopefully that has been done as ours is down (fun with kids) and hopefully is just due to heavy rain and gets fixed quickly.

Re: No WiFi Despite SKY check saying everything is ok!

Chrisee — Sun, 17 Mar 2024 09:21:40 GMT

@Sarahbolo that is quite likely to be correct but Sky cannotraise a fault with Openreach until you report the issue with your line to them.

Re: No WiFi Despite SKY check saying everything is ok!

Sarahbolo — Sun, 17 Mar 2024 09:53:04 GMT

Doing the tests now it states there is an issue in my area so obviously it's all in hand.

and I am correct as that's the same route I went down last time and sky sorted everything. I never raised anything with openreach.

Re: No WiFi Despite SKY check saying everything is ok!

Durhamlass — Sun, 17 Mar 2024 10:20:57 GMT

We're in the same position, Sky app showing a broadband issue which cannot be resolved and engineer booked.
(All was fine until power company decided to dig around the pole that supplies our phone/broadband on Saturday morning then suddenly pack up and vanish 🕵️‍♂️)

Re: No WiFi Despite SKY check saying everything is ok!

Caitlin98 — Sun, 17 Mar 2024 10:29:39 GMT

10am in Wiltshire my internet has gone down too. Orange light for both internet & voice on the hub.

Re: No WiFi Despite SKY check saying everything is ok!

Highlinder — Sun, 17 Mar 2024 10:37:55 GMT

@Caitlin98Have you ran the broadband test to see if it finds the fault?

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

Re: No WiFi Despite SKY check saying everything is ok!

Sarahbolo — Sun, 17 Mar 2024 11:20:21 GMT

Ours says that it should be back up and running writhin 2 days or earlier so they're on it for us

Re: No WiFi Despite SKY check saying everything is ok!

peter-marlow+1966 — Sun, 17 Mar 2024 11:20:35 GMT

I have gigafast with sky , I am in the south east and I have no problems here, have you tried turning off and on the o n t box , a button on the bottom of the box

Re: No WiFi Despite SKY check saying everything is ok!

Shayes0102 — Sun, 17 Mar 2024 11:32:50 GMT

In matfield Kent and no internet although it says there are no faults when going onto sky