topic Re: Can’t access internet in Broadband

Can’t access internet

Catherine128 — Sun, 19 Oct 2025 11:12:17 GMT

Hi just upgraded to fibre gigafast but it can't connect to internet so we can't watch any apps eg Apple TV, Netflix etc. we have followed all the instructions but nothing works.

Re: Can’t access internet

caesarome — Sun, 19 Oct 2025 11:15:58 GMT

@Catherine128

The 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.

If this is of no help give Sky a call to report it to them.

Re: Can’t access internet

JimM1 — Sun, 19 Oct 2025 11:59:40 GMT

@Catherine128 Take it you have connected the Ethernet cable from the ONT to port 4 wan connection on the sky Hub, also the ONT do you have the following, Power and Pon light's are both solid green, the lan connection will flash as the sky Hub tries to send data back and forth... Would also be handy to know if you are on a Openreach or a CityFibre connection back to sky!