topic Internet not connected yet sky tests come back good in Broadband

Internet not connected yet sky tests come back good

Rae11 — Sun, 16 Nov 2025 16:06:23 GMT

My sky broadband hub is showing amber lights but the sky test is saying it's connected. However my phone is saying it's connected to the hub, but without internet.

Re: Internet not connected yet sky tests come back good

Daniel0210 — Sun, 16 Nov 2025 16:12:27 GMT

@Rae11
Even if you’ve already tried it use this link to check to see if there are any broadband issues or outages nearby ~ (it doesn’t necessarily disclose a problem immediately and it takes a little while to update so perhaps try it again later).
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

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

Working from home; 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.

Bad weather; Adverse weather can also impact your broadband.

Re: Internet not connected yet sky tests come back good

caesarome — Sun, 16 Nov 2025 16:18:06 GMT

@Rae11

Have you tried rebooting the hub at the mains ?

Re: Internet not connected yet sky tests come back good

Rae11 — Sun, 16 Nov 2025 16:33:17 GMT

Yes I've tried that. I've done all the troubleshooting steps on my phone and firestick: off and on at mains. Out and in with leads. I've tried the service checker, all is OK. It's connected now but the internet is very slow and not loading pages, despite it saying on the service checker that I have fast speeds. The reality is that I'm sat next to the router, phone in hand, trying to load this page to reply back and after 3 reloads, the connection is so poor that it won't show so I'm using mobile data to try to find out more information as to what can be wrong with it.