topic Re: WiFi and internet not working in Broadband

WiFi and internet not working

DonkeyKong — Fri, 17 Apr 2026 11:41:24 GMT

Despite turning on and off my router and resetting it, my WiFi and internet connection has gone.

no cables have been changed, it has just stopped working.
I need to use it for work too - so would like a call back,

all lights are on in the router, including saying it has interntrt and WiFi but my phone, and computers cannot get WiFi now.

Re: WiFi and internet not working

GD1 — Fri, 17 Apr 2026 11:44:56 GMT

@DonkeyKong You won't get a callback from acustomer helps customer community, working from home does not give your service any greater priority

First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't 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.

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: WiFi and internet not working

Daniel0210 — Fri, 17 Apr 2026 11:45:22 GMT

@DonkeyKong

No one will / can call you. Your username on the Community isn't linked to any Sky accounts you may have.

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 Internet Service Provider (Sky).

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

When you have 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.