topic Re: No broadband in Broadband

No broadband

Joannebowles — Sun, 19 Oct 2025 18:32:53 GMT

We recently had our broadband updated and it keeps failing

im really unhappy with this - never had a problem prior to upgrade

the box is only showing two green lights - should be three

I've been with Sky for over 20 years and expected better

I look forward to hearing from you

Re: No broadband

Daniel0210 — Sun, 19 Oct 2025 18:37:02 GMT

@Joannebowles
This is a customer ➡️ customer discussion forum where we try to help other Sky customers. You aren’t speaking to Sky staff by posting on here.

You can 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 okay 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

wfh: Remember 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 broadband

GD1 — Sun, 19 Oct 2025 18:37:21 GMT

@Joannebowles You're not contacting Sky customer services, this is a customer helps customer community, Sky won't respond to your post.

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.

Re: No broadband

JimM1 — Sun, 19 Oct 2025 18:46:32 GMT

@Joannebowles Why only three lights do you not also have a landline voice service with a digital delivery to it?

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