topic Re: No internet connection but my tests are saying its working in Broadband

No internet connection but my tests are saying its working

Hollie1012 — Mon, 09 Mar 2026 22:16:42 GMT

My internet isn't working since yesterday, on my TV, my phone or my Sky box. Even if we try connect one at a time it doesn't work. I've been through the steps on the sky website and it says it's connected and should be working.

I've tried restarting it, it makes sky work for a few minutes then it looses connection again, my TV apps and phone won't work at all.

Nothing has changed or been moved for it to not work and I've tried to reach sky since yesterday on the phone and the options on the phone just take me round in a circle!

Re: No internet connection but my tests are saying its working

caesarome — Mon, 09 Mar 2026 22:32:16 GMT

@Hollie1012

Did you run this line test to see if it returns any faults:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

Re: No internet connection but my tests are saying its working

Hollie1012 — Tue, 10 Mar 2026 05:31:36 GMT

Hi,

Thank you for your response.

I have tried all those tests and it comes back that is it working fine. It says that my WiFi, my hub and my TV puck is fine .

Because it thinks it's working it then won't let me go any further to request help. Everytime I try ringing customer service it won't seem to take me to talk to anyone.

I'm on day 3 now with no working internet/ TV

Any other tips please?

Thank you for your help

Re: No internet connection but my tests are saying its working

JimM1 — Tue, 10 Mar 2026 07:39:45 GMT

@Hollie1012 The service checker it did not show or suspect an area fault?

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby if enough time has passed for a fault condition to be displayed by the software test! This should determine if there's an identified fault affecting multiple households.
https://www.sky.com/servicechecker

Can you say what you are seeing from the link below,

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

Re: No internet connection but my tests are saying its working

Daniel0210 — Tue, 10 Mar 2026 07:43:31 GMT

@Hollie1012 wrote:

Everytime I try ringing customer service it won't seem to take me to talk to anyone.

@Hollie1012

All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting permission from the local council).

▪️

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the rates are £9.98 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: No internet connection but my tests are saying its working

Hollie1012 — Tue, 10 Mar 2026 07:47:08 GMT

I just checked again and it is saying that everything is working as it should but they can't find any further information now about my sky TV puck.

So I can't even get hold of sky at the moment, I'm working all day now until 4.30 so if I do manage to get hold of them later then it's another further two days minimum to get someone round?

Thanks for your reply

Hollie

Re: No internet connection but my tests are saying its working

TimmyBGood — Tue, 10 Mar 2026 07:54:37 GMT

@Hollie1012 wrote:

so if I do manage to get hold of them later then it's another further two days minimum to get someone round?

Potentially, yes, although it could be less. Domestic broadband subscription rates and the nature of the national network just don't allow for a guaranteed rapid response.

Re: No internet connection but my tests are saying its working

Hollie1012 — Tue, 10 Mar 2026 07:52:10 GMT

Okay thank you, do you know the best number to contact them on by any chance please?

Thank you

Hollie

Re: No internet connection but my tests are saying its working

JimM1 — Tue, 10 Mar 2026 07:53:48 GMT

@Hollie1012 That would be dial 150 from your sky Talk Landline phone if it is working!

Re: No internet connection but my tests are saying its working

Daniel0210 — Tue, 10 Mar 2026 07:53:53 GMT

@Hollie1012

Dial 150 free from your Sky Talk landline if it's still working.

Re: No internet connection but my tests are saying its working

Shexy — Sat, 14 Mar 2026 15:15:28 GMT

How can I get help with Internet connection, have tried all options but nothing is working

Re: No internet connection but my tests are saying its working

Daniel0210 — Sat, 14 Mar 2026 15:18:16 GMT

@Shexy

Well if you need to contact Sky see the post immediately above yours.

Re: No internet connection but my tests are saying its working

Shexy — Sat, 14 Mar 2026 15:21:20 GMT

Dnt have landline ,can you help with another direct number for sky please

Re: No internet connection but my tests are saying its working

Daniel0210 — Sat, 14 Mar 2026 15:23:39 GMT

@Shexy

You do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine.

In the future if you buy a cheap handset you only need to plug it in when you need to call Sky if and when there's an issue.

These are the current methods for contacting Sky, and depending on the issue some will be more appropriate than others …

🟣 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟣online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟣Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟣Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🟡Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed at a weekend.