topic Re: No internet in Broadband

No internet

Clair11- — Sat, 15 Nov 2025 08:55:58 GMT

It appears I have no internet. Nothing is connecting. There no orange light on my box on the wall. I have switched everything off at the wall and still nothing. Thanks

Re: No internet

caesarome — Sat, 15 Nov 2025 10:26:14 GMT

@Clair11-

This explains the lights on the hubs:
https://www.sky.com/help/articles/hub-lights-explained-start

Try running this line test to see if it finds any faults:
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: No internet

Waveman — Sat, 15 Nov 2025 10:32:10 GMT

As this is a customer to customer portal, we can't do anything about a fault, you would need to contact Sky on 150, assuming your phone is working, or by another number found here:

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

Do you have Fibre? (small white box an the wall with a thin white cable and a green connector plugged into it, it will also have its own power supply, so you should have Power, PON & LAN lit up with LAN flickering). If you do thats the first place to start, if the Internet light is orange, then your router can 'see' the network but cannot validate your account, it should only be orange while negotiating a connection, then should turn green (SR203) or flash green then go white (SR213).

If you have a standard ADSL connection with a cable plugged into the purple socket on the back of you router, check everthing is correctly plugged in, if it is phone Sky, don't use the chat it's largley AI driven and hopeless.