Connection issues

MihaelaFira — Thu, 08 Jan 2026 11:32:56 GMT

Hi! I have big issues with my wi fi connection. Since I switched the provider I had big issues with my wi fi

Re: Connection issues

Daniel0210 — Thu, 08 Jan 2026 12:26:27 GMT

@MihaelaFira
Wi-Fi and broadband are different. Wi-Fi is the wireless connection between your hub and your devices. Broadband is the internet connection provided by your ISP (Sky).

See further down for guidance on hub lights on the various hubs.

For broadband issues 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: Connection issues

JimM1 — Thu, 08 Jan 2026 12:28:42 GMT

@MihaelaFira The Forum is not sky customer service but we are here to try to help, that is a two way street and does take participation on your side, if it's just not your forte then calling sky by dialing 150 on your landline will get you to speak to someone. Also take a look at this help below!

https://www.sky.com/help/broadband/my-broadband-speed/improving-wi-fi-signal-to-my-devices/articles/improve-the-wi-fi-signal-to-your-devices

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