topic Re: No internet on hub in Broadband

No internet on hub

MarkGare — Tue, 26 Aug 2025 07:00:22 GMT

There currently is no internet on my hub, there is a red light on my wall unit and no internet light on my hub box, no tv connection and no WiFi on my devices

Re: No internet on hub

Daniel0210 — Tue, 26 Aug 2025 07:05:10 GMT

@MarkGare
If you haven’t done it yet use this 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, perhaps affecting multiple households. (Remember it doesn’t necessarily disclose a problem instantly and it takes a little while to update).

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 contact Sky to report it. The easiest way is to 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

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

Re: No internet on hub

JimM1 — Tue, 26 Aug 2025 07:34:24 GMT

@MarkGare The Red light on the wall mounted ONT for the Fibre connection, is it a LOS fault or a PON fault or in the older units an alarm down bottom right away from the Top lights!

Re: No internet on hub

MarkGare — Tue, 26 Aug 2025 10:19:18 GMT

The PON light is solid red.

Re: No internet on hub

JimM1 — Tue, 26 Aug 2025 10:24:44 GMT

@MarkGare Light on the Fibre from your home to the exchange but problem for connecting, if the service checker does not flag up an area fault if sky are aware or know that fact then it's a call to them!

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

Re: No internet on hub

MarkGare — Tue, 26 Aug 2025 10:31:57 GMT

I have done the broadband checker and it says no known problems but the PON light is unchanged with a solid red light and no internet light on the router. I work from home so this is a nightmare and now have an engineer booked in for Thursday which is really not helpful as I need this for work. I don't know if they can find a fault in the area and if so would it be possible for them to check it and connect me sooner you think ?

Re: No internet on hub

Daniel0210 — Tue, 26 Aug 2025 10:34:47 GMT

@MarkGare wrote:

I have done the broadband checker and it says no known problems but the PON light is unchanged with a solid red light and no internet light on the router. I work from home so this is a nightmare and now have an engineer booked in for Thursday which is really not helpful as I need this for work. I don't know if they can find a fault in the area and if so would it be possible for them to check it and connect me sooner you think ?

@MarkGare

As stated earlier Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

Actually getting an engineer appointment in 48 hours is very quick.

Re: No internet on hub

MarkGare — Tue, 26 Aug 2025 10:38:21 GMT

Thank you anyway for your time it was appreciated. Even though it's frustrating as this effects my livelyhood now which I appreciate is a separate issue.

Re: No internet on hub

JimM1 — Tue, 26 Aug 2025 10:43:31 GMT

@MarkGare You can try turning off the ONT power for a couple off minutes, but if it does not return to a solid Green then there is a fibre issue somewhere along the line or even equipment issue in the exchange or your ONT is toast!

Re: No internet on hub

MarkGare — Tue, 26 Aug 2025 11:37:07 GMT

I have only had all the new fibre equipment and installed in mid June so I am not impressed if it's equipment failure this end. I did switch of the wall box and router several times in the likelihood it would all reconnect and nothing changed so it's a total wipe out on everything (devices etc) just a nice blue screen to watch. But thank you for trying to advise. I have a feeling the engineer isn't going to resolve from his visit if new equipment is then tried so not very hopeful.

Re: No internet on hub

JimM1 — Tue, 26 Aug 2025 11:43:04 GMT

@MarkGare Only one month off 1 Year complete installation and not one single fault in the whole period from the switch off on the fttc to the fttp! Touch wood!