topic Re: Loss of internet Ref LOS Light in Broadband

Loss of internet Ref LOS Light

Hooky+23 — Wed, 14 Aug 2024 23:55:57 GMT

Whilst watching Netflix tonight the internet completely dropped out and now we have no service at all with Red LOS light showing and amber light in the router.

Had noticed some drop outs of late however put that down to too many users at once.

I've tried all the connections and cables and restarted the system to no avail.

Please help with the summer holidays my kids will have a meltdown in the morning.

Thanks in advance

Re: Loss of internet Ref LOS Light

Louise1940 — Thu, 15 Aug 2024 00:33:41 GMT

Mine too. There's a lot of reports for the same thing online. Obviously a sky issue somewhere 🤷🏻‍♀️

Re: Loss of internet Ref LOS Light

Highlinder — Thu, 15 Aug 2024 06:56:52 GMT

@Hooky+23 & @Louise1940 Is this still the case this morning as the time you posted was the time for maintence.

Re: Loss of internet Ref LOS Light

Louise1940 — Thu, 15 Aug 2024 06:59:12 GMT

Yes. Still not working

Re: Loss of internet Ref LOS Light

Highlinder — Thu, 15 Aug 2024 07:01:19 GMT

@Louise1940 Can you try below to see if it picks up the fault please.

Can you please run the service checker, 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.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Loss of internet Ref LOS Light

Louise1940 — Thu, 15 Aug 2024 07:12:10 GMT

@Highlinder , the service checker consistently comes back as everything ok. Ran it again this morning

still no internet

noticed an orange light on the back of the hub. The connection to the fibre in the wall.
nowcthe app says checker unavailable

Re: Loss of internet Ref LOS Light

Highlinder — Thu, 15 Aug 2024 07:22:21 GMT

@Louise1940 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

Re: Loss of internet Ref LOS Light

HB15 — Thu, 15 Aug 2024 07:30:47 GMT

Mine too

Re: Loss of internet Ref LOS Light

Louise1940 — Thu, 15 Aug 2024 07:45:01 GMT

What area are you in if you don't mind me asking

Re: Loss of internet Ref LOS Light

Highlinder — Thu, 15 Aug 2024 07:47:55 GMT

@HB15 Can you please run the service checker, 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.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Loss of internet Ref LOS Light

boab400 — Thu, 15 Aug 2024 08:41:52 GMT

Ours also did the same through the night, I care for my wife who suffers a rare disease who is a night owl due to what she calls Painsomnia. About 4:30 she noticed reports online were dwindling and asked me to reboot the hub. At this point service was restored, but exactly the same issue whereby Openreach modem showed red LOS light, and Sky Max Hub showing red led lit solid.

Just called Sky and they had no knowledge of a major outage at this time.

Re: Loss of internet Ref LOS Light

Addie15 — Thu, 15 Aug 2024 08:08:55 GMT

Hi there! Thank you for escalating this. We have sent @Louise1940 an invite.

Re: Loss of internet Ref LOS Light

Highlinder — Thu, 15 Aug 2024 08:48:36 GMT

@boab400 Did Sky say what you had to do to get rid of the red LOS light on the ONT?