topic Re: No internet connection in Broadband

No internet connection

clair1981 — Tue, 30 Dec 2025 19:19:42 GMT

We have no internet, the hub lights keep changing from off to 3 green 1 orange, to 1 red all others off. Service checker says all is fine with wifi and broadband. I've reset the hub numerous times. Not sure what else to do.

Re: No internet connection

Daniel0210 — Tue, 30 Dec 2025 19:20:53 GMT

@clair1981
The first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should identify if there's a known fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker picks up a lost connection so perhaps try it again 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.

🔹

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

Red light on ONT; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#M1014

Bad weather; Adverse weather can also impact your broadband.

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.

Re: No internet connection

JimM1 — Tue, 30 Dec 2025 20:10:18 GMT

@clair1981 Explain what you do for the reset off that sky Hub? Your light / lights explanation does not make any sense for that sky Hub!

Re: No internet connection

TimmyBGood — Tue, 30 Dec 2025 20:50:44 GMT

@clair1981 wrote:

I've reset the hub numerous times.

There's little point doing so: it cannot resolve an external fault. Once before and once after unplugging and replugging the physical connections is enough.

Re: No internet connection

clair1981 — Wed, 31 Dec 2025 11:10:07 GMT

Theres a tiny little button on the back that says reset, troubleshooting instructions asked me to hold it down for 30 seconds

Re: No internet connection

clair1981 — Wed, 31 Dec 2025 11:11:14 GMT

I was following the troubleshooting instructions. An engineer is coming out today as they think the hub has a fault

Re: No internet connection

JimM1 — Wed, 31 Dec 2025 11:50:51 GMT

@clair1981 The reset guide also advises, watch the power LED at the same time while holding that reset button, once you see it all change state, couple seconds more and release at that point, if not followed that way the sky Hub just reboots itself with NO reset done!

Re: No internet connection

clair1981 — Wed, 31 Dec 2025 16:22:57 GMT

Thanks 🙂

Engineer replaced the hub, so we are all good now