topic Re: No Internet in Broadband

No Internet

Lucycalvert — Wed, 01 Oct 2025 23:29:03 GMT

My Internet has gone off

Re: No Internet

Looupylouu — Wed, 01 Oct 2025 23:31:48 GMT

Me too but my app says the internets fine 🙄

Re: No Internet

Greavesy1 — Wed, 01 Oct 2025 23:34:01 GMT

Mine has done the same, the power light is green, the WiFi light is green but the internet and voice lights are orange

Re: No Internet

Badballerina — Wed, 01 Oct 2025 23:35:35 GMT

Yep, us too 😞

Re: No Internet

Fatoomi — Wed, 01 Oct 2025 23:38:42 GMT

Same here, app says all okay but clearly not.

Re: No Internet

Daniel0210 — Thu, 02 Oct 2025 04:27:45 GMT

When there are issues between midnight and 7am it's quite possibly going to be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep. Hopefully it'll be back before 7.

If you are having broadband problems after that use this link to check to see if there are any 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 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: No Internet

Don-Don-21 — Sat, 01 Nov 2025 12:38:25 GMT

Mu Internet has been off since 5pm yesterday. Power and WiFi lights are green, no light at all on Internet and phone light is orange. I've followed the steps to reset everything but still lighting up the same. One minute the app says it's running fine then the next time I log on it says there is an outage. How do I find out if there truly is an issue or a problem with my equipment? I'm disabled and have a smart home and sky glass tv and I'm completely at a loss at the moment.

Re: No Internet

Waveman — Sat, 01 Nov 2025 12:44:13 GMT

The Internet light being off indicates that your router cannot see an internet service. You will need to contact Sky.

If the light is orange then the hub/router is trying to make a connection, if the light has gone out, then there is no connection available so the negotiation phase cannot occur.

Are you on full fiber or ADSL, connected to a phone socket?

If you are on full fiber, you will also have a small white box, ONT, fixed to your wall with some lights on it, Power, should be green, LAN, will be green and flickering if correctly connected to your router, PON, should be green, means the network is connected & configured, LOS light should be off, if red then there is no light coming down the fiber (don't look for it, its invisable and can damage your eyes!)

If you're on an ADSL line then all you can do is check the cable to the router to the wall is undamaged and then contact sky on 150 or the numbers listed on the Contact Us page, phone them, you will get a proper response, the chat bots are useless and just send you around in loops.

https://www.sky.com/help/articles/contacting-sky

To test your Internet

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: No Internet

Don-Don-21 — Sat, 01 Nov 2025 12:52:04 GMT

I'm on fibre and all lights are on and working fine it's just the sky box.

Re: No Internet

Waveman — Sat, 01 Nov 2025 13:06:46 GMT

Check that the cable is plugged into Port 4, the WAN port on the back of the router, if its not plugged into the correct port then the LAN light on the ONT will be on but the router cannot connect as it uses only port 4 to esablish a WAN connection.

There are two lights at the bottom of the socket on the back of the router these should be lit. If they are not, then try a diffrent cable, needs to be at least CAT 5e. 4 Pair (4PR) or it will only connect at 100mbs & not 1Gbs to the router.

Failing these two checks, then a call to Sky may be needed. They will ask you to reset your router by pressing and holding the reset button on the back of the router, this will reset it to factory settings. If you have changed any Wi-Fi settings these will revert to the details on the back of the router.

Re: No Internet

Don-Don-21 — Sat, 01 Nov 2025 15:09:22 GMT

Thank you so much, that has worked! Didn't know you had to have it in a specific port, I'll not forget that in a hurry 😁! Thanks again

Re: No Internet

Emmajk1 — Mon, 03 Nov 2025 12:40:17 GMT

I have a sky stream puck and I haven't just had my internet drop out I've reset three times and turned all devices off and on and had to re enter my password three times. I still have an orange light on internet and a green on WiFi and no tv

any help would be appreciated

thank you

Re: No Internet

Emmajk1 — Mon, 03 Nov 2025 12:42:01 GMT

It's just fixed itself thanks anyway

Re: No Internet

JimM1 — Mon, 03 Nov 2025 13:02:18 GMT

@Emmajk1 The sky Hub show's the state for Internet / Phone, so both those have to be Green if in use, any other condition there is a problem, hopefully save you doing all the resetting and password options again, just take a look at the lights! Linked below so you have it in future!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on!
https://www.sky.com/help/articles/hub-lights-explained-start

Re: No Internet

Sharron64 — Tue, 11 Nov 2025 10:00:49 GMT

Yes my city fibre box only has two green lights and one red

Re: No Internet

JimM1 — Tue, 11 Nov 2025 18:37:35 GMT

@Sharron64 Any red light on an ONT is going to possibly require sky assistance unless CF are aware of a Fibre fault!

Re: No Internet

Kezrrehman — Mon, 15 Dec 2025 20:14:36 GMT

Book a visit do my sky mini box

Re: No Internet

caesarome — Mon, 15 Dec 2025 20:23:19 GMT

@Kezrrehman

Can you explain a bit more what you want to do ?

Re: No Internet

Shauna256 — Tue, 16 Dec 2025 03:01:14 GMT

The internet is down, have checked it over by the app. Says system is okay and my WiFi is all good. It's not working so no idea what's going on

Re: No Internet

Daniel0210 — Tue, 16 Dec 2025 05:28:39 GMT

@Shauna256
Any broadband issues between midnight and 7am could be essential overnight maintenance taking place which is carried out then to minimise disruption. There’s no pre-warning of this. See this pinned post at the top of the Broadband board from Sky which could be relevant any night this happens…
https://helpforum.sky.com/t5/Broadband/Important-Notice-Scheduled-Broadband-Maintenance/td-p/5151847#M1014

If you have an ONT box displaying a red light, see this further advice…
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#

Hopefully it’s back up and running before 7am. If it’s not, try restarting your hub or post back in this thread and we can try to offer additional advice.