topic Re: Issue with connection in Broadband

Issue with connection

Mustafa — Mon, 09 Sep 2024 14:59:17 GMT

I have the black box broadband. Last week the internet light was off and voice light wa orange with no connection to internet for 3 days. Then, it started working again without the need for engineer to come. Today, the same issue resumed. The internet light is off and the voice light is orange and no connection at all.

Re: Issue with connection

Highlinder — Mon, 09 Sep 2024 15:01:25 GMT

@Mustafa 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: Issue with connection

Mustafa — Mon, 09 Sep 2024 15:07:27 GMT

Hi I have check the broadband connection again and it's telling me that everything is fine with connection. However, the internet light is still off and there no connection

Re: Issue with connection

Highlinder — Mon, 09 Sep 2024 15:22:54 GMT

@Mustafa How long has the internet been off for? Is it longer than 1 hour?