topic Re: Wifi not connecting in Broadband

Wifi not connecting

Sivalingam1 — Tue, 04 Mar 2025 23:01:56 GMT

The WiFi is not working not connecting my daughter has exams to revise for. Please reply ASAP.

Re: Wifi not connecting

caesarome — Tue, 04 Mar 2025 23:08:29 GMT

@Sivalingam1

Incase you are not aware this is a customer helps customer community.

The first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

Re: Wifi not connecting

Sivalingam1 — Tue, 04 Mar 2025 23:11:39 GMT

This doesn't help I need your engineers to come down and solve this wifi issue

Re: Wifi not connecting

Chrisee — Wed, 05 Mar 2025 05:47:45 GMT

@Sivalingam1 you are not talking to Sky by posting in the forum.

Sky do not send out engineers unless there is a proven need so just follow the instructions in @caesarome 's post. If the service checker tells you there is an area issue affecting your line then it will be fixed as soon as possible but nobody can tell you when that will be. If the checker either says there is no known issue call Sky in the morning yo report the fault and an engineer will be tasked to find the issue but note that is likely to take 2 or3 days to happen.

These issues always happen at the worst time so plan for the worst and consider how you can minimise the disruption to your daughter perhaps by buying extra data for a mobile connection or arranging for her to use a connection elsewhere.

Re: Wifi not connecting

Fedupcustomer3 — Wed, 05 Mar 2025 06:20:38 GMT

I am having the exact same issue - started suddenly last week and have made several calls to sky who seem uninterested as "everything looks giood when they run tests" laptops and phones show as connected but nothing will load all pages show that they took too long to respond - even trying hard wiring devices. Has the same result and both my laptops work fine on WiFi elsewhere - sky help will only speak if you are at home but I need to be away from the issue during the day to work - I also had an exam to revise for- luckily I have. Lovely friends who let me use their house and BT connection!

Re: Wifi not connecting

Chrisee — Wed, 05 Mar 2025 06:27:00 GMT

@Fedupcustomer3 if all of the lights on your hub indicate it is connected (see https://www.sky.com/help/articles/hub-lights-explained-start) but devices cannot load sites it is likely your connection lost a service called DNS which is required to connect devices to external sources. The fix is to power down your hub for an hour which refreshes the connection at Sky's end and normally sorts the problem.

Re: Wifi not connecting

Fedupcustomer3 — Wed, 05 Mar 2025 06:41:33 GMT

They sent us a new router as a grand attempt to fix the issue I am assuming this would act as an equivalent to the hour switch off? I will give this a try tonight when I am home for the hour treat the result straight away!

Re: Wifi not connecting

Chrisee — Wed, 05 Mar 2025 07:45:32 GMT

@Fedupcustomer3 not necessarily as you are waiting until the lease is not renewed so if switching the hub doesn't work try the hour pause.