topic Re: Connection is down in Broadband

Connection is down

AP12 — Wed, 14 Jan 2026 17:59:10 GMT

I have run the service checker in the app and it says everything is fine Hub is connected, however this is not right because I turned it off. Connection again but within a minute it was off again

Re: Connection is down

Sarkysteve — Wed, 14 Jan 2026 18:05:42 GMT

I’m having the same issues

Re: Connection is down

Daniel0210 — Wed, 14 Jan 2026 18:06:00 GMT

@AP12
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 is down

Phil272 — Wed, 14 Jan 2026 18:07:18 GMT

Connection down around the same time - flashing green on the Hub but not connecting.

Re: Connection is down

Daniel0210 — Wed, 14 Jan 2026 18:08:24 GMT

@Sarkysteve @Phil272

Same advice applies.

Re: Connection is down

AP12 — Wed, 14 Jan 2026 18:30:46 GMT

The links given are the same as the app and give exactly the same answer

Re: Connection is down

Daniel0210 — Wed, 14 Jan 2026 18:32:53 GMT

@AP12

Have you left it over an hour as suggested above?

Re: Connection is down

AP12 — Wed, 14 Jan 2026 22:13:14 GMT

Yes. Understand that other users are also having problems