topic Internet down in Broadband

Internet down

Chris+Maloney — Wed, 15 Oct 2025 12:19:36 GMT

Afternoon,

My internet connection has dropped. I have reset everything but is still unable to connect to the internet at all. It has been down for over 30 mins.

Which is a problem as I'm currently having to try and work from home as my child is off school poorly. Which also no means I'm unable to stream anything for them while they relax.

This means I'm stressed as I can't work or relax my child while they're poorly.

Can you look into the issue for me please.

Thanks,

Chris

Re: Internet down

Daniel0210 — Wed, 15 Oct 2025 12:29:43 GMT

@Chris+Maloney
l’m afraid you aren’t speaking to Sky Customer Services by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

Use this link to check to see if there are any broadband issues or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update so perhaps try again an hour or so later).

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: Internet down

Chris+Maloney — Thu, 16 Oct 2025 08:23:31 GMT

Hi Daniel,

Thanks for your response. I initially thought I was submitting a support chat message then realised it was on the forum.

That will teach me for trying to multitask parenting, working and trying to get the internet sorted.

It appears to be a phyiscal issue with the wiring external to the house so awaiting an engineer coming today. I had explored all positibilities in the house so wasn't surprised to hear it was external. Just a pain losing internet with a child off school poorly and somehow trying to WFH at the same time. Hopefully all sorted with the Open Reach visit today.

Thanks again,

Chris