topic Re: Broadband and internet down in Broadband

Broadband and internet down

PJ4T — Fri, 30 Aug 2024 10:10:58 GMT

My broadband and internet have gone down. I have a black router. The power light is green. The internet light is amber. The WiFi light is green. There is no light for voice. Please can you help?

Re: Broadband and internet down

GD1 — Fri, 30 Aug 2024 10:15:51 GMT

@PJ4T Try the steps here https://www.sky.com/servicechecker

Re: Broadband and internet down

PJ4T — Fri, 30 Aug 2024 10:19:47 GMT

I have already done the service checker which suggests everything is fine. I have unplugged the router and switched it back on. I have pressed the rest button once. I have pressed and held the reset button for 20 seconds. The lights I mentioned above are what is showing after having done all this.

Re: Broadband and internet down

KatherineM — Fri, 30 Aug 2024 10:37:19 GMT

I have exactly the same issue. Before I've even paid my first full bill too. Didn't fill me with confidence having switched to sky following issues elsewhere. Any additional suggestions? How do I contact an employee to look into this?

Re: Broadband and internet down

Highlinder — Fri, 30 Aug 2024 10:50:13 GMT

@PJ4T Cna you follow through on the latter directions of the help below as the service checker shows you historical data and the majority of the time will say all good.

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: Broadband and internet down

PJ4T — Sun, 01 Sep 2024 12:21:03 GMT

Thanks for your suggestions. In the end I rang Sky help desk and they identified a problem and booked an engineer for Tuesday.
However today the service has thankfully been restored.