Internet never working

LinziR18 — Fri, 06 Mar 2026 20:27:50 GMT

Dear Customer Support,

I am writing to report ongoing issues with my broadband service. Although speed tests consistently show that the connection is performing within the expected range, the actual internet experience is not usable. We regularly experience slow loading times, buffering when streaming, and general instability when browsing or using online services.

This issue has been occurring for some time and is affecting normal internet use in our household. Despite the speed tests indicating that the connection is fine, the performance we are experiencing suggests that there may be a stability or line quality issue that requires further investigation.

Could you please run a full line and connection check on our account and advise whether there are any faults, congestion issues, or configuration problems that might be causing this?

We would appreciate your prompt assistance in resolving this issue.

Re: Internet never working

Daniel0210 — Fri, 06 Mar 2026 20:32:23 GMT

@LinziR18
You may not be aware but you haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

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

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it 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.

🔹

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.

topic Internet never working in Broadband

Internet never working

Re: Internet never working