topic No Internet Connection in Broadband

No Internet Connection

Scetin — Thu, 30 Apr 2026 09:34:50 GMT

Internet connection repeatedly dropping. Amber on modem Internet and Voice lights. Tried troubleshooting but haven't been able to resolve. Can't speak to a human.

Re: No Internet Connection

GD1 — Thu, 30 Apr 2026 09:40:57 GMT

@Scetin 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: No Internet Connection

Scetin — Thu, 30 Apr 2026 09:48:00 GMT

I've tried all troubleshooting steps available to me online. There are no outages in my area. Service checker says "all good" however no internet connection at my house.

Re: No Internet Connection

Scetin — Thu, 30 Apr 2026 09:49:03 GMT

I've also tried going through the "self heal" process, however due to my setup I am unable to plug my modem directly into the phone line.

Re: No Internet Connection

caesarome — Thu, 30 Apr 2026 11:17:07 GMT

@Scetin

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: No Internet Connection

Brill+Gill — Thu, 30 Apr 2026 11:48:45 GMT

Thanks for escalating this @caesarome. We’ve sent @Scetin an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.