topic Re: Not connected in Broadband

Not connected

Katie1801 — Mon, 28 Apr 2025 20:20:51 GMT

My WiFi was activated today and an engineer came and fitted it for me. I now do not have connection to the WiFi and the PON light on my openreach box is now red. I have turned it off and on again and it has not worked/come back on.

Re: Not connected

JimM1 — Mon, 28 Apr 2025 20:39:15 GMT

@Katie1801 What colour was the PON light before and assuming that it was existing and not newly fitted today?

Re: Not connected

Katie1801 — Mon, 28 Apr 2025 20:40:14 GMT

It has been green all day until about 9pm. The modem was not only just fitted today, just the broadband and fibre

Re: Not connected

JimM1 — Mon, 28 Apr 2025 20:47:13 GMT

@Katie1801 Sorry the answer does not read right, anyway assuming it was green before, normally three off the four lights are green, switch it off for 5 mins then back on, give it a couple off minutes for it to re-boot itself, Power Green, Pon Green, Lan Flickering Green and LOS out.

That is the normal working mode. Post back to let us know.

Re: Not connected

Katie1801 — Mon, 28 Apr 2025 20:58:35 GMT

The PON light is still red

Re: Not connected

GD1 — Mon, 28 Apr 2025 21:04:30 GMT

@Katie1801 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.