topic Re: Internet issue in Broadband

Internet issue

Chris498 — Thu, 13 Mar 2025 22:35:32 GMT

Devices are connected to my hub but no internet access. Lights on hub and fibre box look okay. When I test using the sky internet checker it says it is okay but there is definitely an issue. It suddenly stopped working on multiple devices at once.

Re: Internet issue

Daniel0210 — Fri, 14 Mar 2025 04:51:52 GMT

@Chris498
If you haven’t done it already use the below link to check to see if there are any problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then 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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

(For any customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support).

Re: Internet issue

Chris498 — Fri, 14 Mar 2025 07:57:47 GMT

Thank you for the info . I have tried it all. Broadband and WiFi say they are all good on the checker but no internet. The hubs voice light is solid amber.

Re: Internet issue

Daniel0210 — Fri, 14 Mar 2025 08:14:35 GMT

@Chris498

Sounds like you'll need to report it. If your landline isn't working then call Sky by dialling 150 (free) from a Sky mobile or alternatively use the following link
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The posting of full phone numbers isn’t permitted on the forum.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.