topic Re: Loss of connection to the internet in Broadband

Loss of connection to the internet

Breda62 — Tue, 18 Mar 2025 16:34:33 GMT

Cannot connect at all. I have gone through all the check and it says it's slow in my area, but still no connection at all.

Re: Loss of connection to the internet

B4kersss — Tue, 18 Mar 2025 16:40:06 GMT

Going through the same thing.

I've ran diagnostic tests,says everything is working but it's not connecting to TV or Sky box or mobile devices.

Re: Loss of connection to the internet

Knighthawk_X — Tue, 18 Mar 2025 17:03:20 GMT

I'm the same here in West Lothian. It went down about 40 mins ago. If I run checks through the app it says it is working fine, but won't connect and only got 2 green and 1 orange light on the hub instead of 4 green.

Re: Loss of connection to the internet

Daniel0210 — Tue, 18 Mar 2025 17:30:48 GMT

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).