topic Re: No Internet following power cut in Broadband

No Internet following power cut

Snorx — Thu, 30 Jan 2025 11:15:56 GMT

Following a short 10 min power cut last night, my Sky Hub is no longer connecting to the Internet.

I have green lights for power & wireless, but the internet light is off.

I have run all the diagnostics suggested via online help, but all comes back as ok ( no known outages, connection to hub etc).

i have unplugged, restarted... but still nothing. Any ideas or suggestions welcome!!

Cheers

Re: No Internet following power cut

Chrisee — Thu, 30 Jan 2025 11:25:59 GMT

@Snorx either the hub has been cooked by a voltage surge or the line is faulty. Either way you need to report the issue to Sky so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: No Internet following power cut

Snorx — Fri, 31 Jan 2025 09:21:24 GMT

Thanks @Chrisee Any idea how long it usually takes for the Sky team to pick-up? Or am I best trying to get through on the phone. Cheers

Re: No Internet following power cut

Tom-W19 — Fri, 31 Jan 2025 11:34:59 GMT

Thanks for escalating. We've sent an invite to @Snorx.

Re: No Internet following power cut

Lisa-P1987 — Sun, 02 Feb 2025 11:51:47 GMT

We are still looking to help you Snorx . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: No Internet following power cut

Snorx — Tue, 04 Feb 2025 21:45:53 GMT

Hi,

if you could please re-escalate that would be great. The issue appeared to have been resolved but has now occurred again (no Internet connection on sky hub). As before , have run all tests and reset the hub, but still no internet.

thankyou

Re: No Internet following power cut

Addie15 — Wed, 05 Feb 2025 08:16:06 GMT

Hi there, @Snorx. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: No Internet following power cut

Snorx — Fri, 07 Feb 2025 16:42:42 GMT

Hi @Addie15

Could you please escalet again for me. I received a replacement Sky Hub, however I still have the same issue.

The Hub powers up, however the INternet light flashes Amber briefly before going off completely.

Thankyou

Re: No Internet following power cut

Snorx — Sat, 08 Feb 2025 13:44:36 GMT

Hi @Lisa-P1987

Could you please escalate this issue as I still have not been able to resolve and have been without internet now since Tuesday.

many thanks

Re: No Internet following power cut

caesarome — Sat, 08 Feb 2025 13:51:33 GMT

@Snorx

Look out for the chat bubble at the bottom of this page as I have alerted the messaging team to your post.

Re: No Internet following power cut

Greenfingers001 — Sat, 08 Feb 2025 13:56:38 GMT

Thanks for escalating this. We’ve sent @Snorx an invite to chat.

Re: No Internet following power cut

Tom-W19 — Wed, 12 Feb 2025 09:15:54 GMT

Hi there

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.