topic Re: WiFi not working in Broadband

WiFi not working

Nicoleve — Mon, 26 May 2025 20:26:08 GMT

My router has green lights on them all and an orange light on 'voice' but the WiFi will not connect to my tv or phone,

I have tried to restart & unplug the router but this hasn't helped anything.

Re: WiFi not working

JimM1 — Mon, 26 May 2025 20:33:09 GMT

@Nicoleve Run the diagnostic service over a mobile device to let it test your line, and follow anything that it prompts.

Try running the line test here to see if any faults are found:
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).

Re: WiFi not working

Nicoleve — Tue, 27 May 2025 05:59:29 GMT

Hi thank you.

it's still not working this morning.

I don't even have a sky landline.
it's literally just the WiFi I have, everything on the app is coming back as ok so not sure where the problem is or how to fix it!
I can't even find a number to contact sky

Re: WiFi not working

JimM1 — Tue, 27 May 2025 06:15:34 GMT

@Nicoleve So as far as you can see all the lights on the hub are green about the lights is below, also the link about the number, just do the need more help and you will see the number displayed.

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

https://www.sky.com/help/home

Re: WiFi not working

Nicoleve — Tue, 27 May 2025 06:16:48 GMT

The only light that's orange is 'voice' everything else is green but nothings working

Thank you for the number

Re: WiFi not working

JimM1 — Tue, 27 May 2025 06:22:16 GMT

@Nicoleve No problem, the voice light being orange and the hub with no internet will be your cause, hopefully sky see it when you call but be sure to let them know that fact when you call them, open 8am onwards, if you are on a FF fttp connection, sometimes removing the wan connection cable from the back off the hub, waiting a couple of mins then back on would get the hub to re-connect, its worth a try....

Re: WiFi not working

Nicoleve — Tue, 27 May 2025 06:24:36 GMT

Cheers thanks for your help!
I can't find the number anywhere though, it's not coming up when I do the more help

Re: WiFi not working

jamesn123 — Tue, 27 May 2025 10:11:28 GMT

Hi @Nicoleve

I have escalated your post to Sky, look out for a message on the forum