topic Re: Router in Broadband

Router

Amanda5368 — Fri, 14 Mar 2025 20:05:09 GMT

Red lights keep coming on router. No Wi-Fi and Carnt use tele

Re: Router

Daniel0210 — Fri, 14 Mar 2025 20:08:07 GMT

@Amanda5368
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: Router

Amanda5368 — Fri, 14 Mar 2025 20:11:43 GMT

Thank you

Re: Router

ajh13 — Fri, 14 Mar 2025 22:55:45 GMT

Unfortunately it says everything is working fine (although says my broadband was last tested yesterday). doesn't flag any issues when I've rang sky either, but have no broadband. Came back on for 10 mins or so, then back off . Sky can't see what the issue it, I'm thinking open reach

Re: Router

Chrisee — Sat, 15 Mar 2025 07:41:18 GMT

@ajh13 you are almost certainly right thst it is an issue with the Openreach line assuming you have ruled out a didgy plug in your home. You need to call Sky again and report the issue. If as seems likely your are on a copperline with partial fibre it is not unusual for tge connection to drop and tge system is designed to manage this by slowing the connection to stabilise the line. Openreach only intervene when it is clear the DLM system isnt coping - Sky have no control over this - so dont be too surprised if Sky cannot arrange an engineer to check the line.