topic Re: Internet down in Broadband

Internet not available

KD37 — Sun, 18 Jan 2026 15:08:27 GMT

Continuous white light on router still Internet not available. Anyone else facing same issue or know how to get it sorted?

Re: Internet not available

Daniel0210 — Sun, 18 Jan 2026 15:19:25 GMT

@KD37
See further down for guidance on the 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: Internet not available

KD37 — Sun, 18 Jan 2026 19:08:32 GMT

Thanks for the reply. I have tried service checker and broadband check, both of them show everything is good. But my router has green color blinking every 10 minutes and then Internet would start all of a sudden for maybe 5 minutes with a static white color. After that it would stop working for another 10 minutes with that green color blinking on hub.

Re: Internet not available

JimM1 — Sun, 18 Jan 2026 20:09:08 GMT

@KD37 Are you on a CF City Fibre connection? If so what is the ONT Lights showing to you when or just before your light drops from white? Slow or fast flashing green?

Re: Internet down

KD37 — Thu, 22 Jan 2026 16:38:53 GMT

Same issue with me. It has happened twice over last 2 weeks.

Re: Internet down

Daniel0210 — Thu, 22 Jan 2026 17:26:11 GMT

@KD37

The same advice has already been provided on your other threads. (merged)

Re: Internet down

KD37 — Thu, 22 Jan 2026 17:04:23 GMT

The advice was to check via service checker, which never shows any issues. So I don't have a solution for this issue.

Re: Internet down

JimM1 — Thu, 22 Jan 2026 17:08:50 GMT

@KD37 Then the next from the help for you!

Try running the line test here to see if any faults are found:
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 good 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 call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

And if this is also any good!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start