topic Re: Internet down in Broadband

Internet down

nicola+james — Thu, 21 May 2026 16:09:56 GMT

My wifi appears to be down and I require some assistance

Re: Internet down

Daniel0210 — Thu, 21 May 2026 16:11:13 GMT

@nicola+james
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.

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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

Various hub lights; 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

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 down

caesarome — Thu, 21 May 2026 16:11:23 GMT

@nicola+james

The first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If nothing shows then try this line test:
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: Internet down

nicola+james — Thu, 21 May 2026 16:20:46 GMT

Hi, that's the weird thing the app says everything is fine (run several times just in case) the router had red lights (turned off and on again as per advice 1 is now amber 2 green) however all wifi devices clearly show they aren't connecting and something is wrong

Re: Internet down

caesarome — Thu, 21 May 2026 16:30:02 GMT

@nicola+james wrote:
Hi, that's the weird thing the app says everything is fine

And what was the result of the line test via the link I posted above ?