topic Broadband problem in Broadband

Broadband problem

Katewhits — Tue, 15 Apr 2025 19:25:04 GMT

Hello

this is happening almost every day. There are only two green lights on my sky box and I can't use the Wi-Fi or stream anything. Please can something be done about this!

Re: Broadband problem

GD1 — Tue, 15 Apr 2025 19:27:43 GMT

@Katewhits In case your not aware this is a customer helps customer community, as such we can't do anything about it.

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.

Re: Broadband problem

Daniel0210 — Tue, 15 Apr 2025 19:27:45 GMT

@Katewhits
Wi-Fi is the connection between devices and your router. Broadband is the internet connection provided by your ISP to your dwelling.

If you haven’t done it already use the below link to check to see if there are any broadband 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

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.