Broadband Outage 15th December 2024

[GD1]

New Thread created toi reflect current issue

[BC96]

My broadband got connected today according to Sky, but my Hub Max is not connecting, I've tried the broadband connection test but the website just says that it's unavailable. The only thing I see is that the hub itself is giving a green pulsating light. I've gone through the troubleshooting suggested checking port connections etc. Any ideas? I can't seem to find what a slow puslating green light indicates in any of your online guides?

[Chrisee]

@BC96 the various Wifi Max led signals are explained here https://www.sky.com/help/articles/hub-lights-explained-max-hub

The green flasing light normally means the unit is resetting if it doesnt sort itself in say 30 minutes try removing the power to see if it restarts.  New units download new firmware on initial power up which can takeca while. If worried call Sky.

[BC96]

@Chrisee I'm just off the phone with them, they reckoned much the same, doing a long firmware update, so been advised to sit tight and they're going to call me back on monday to double check it's up and running.

[jamesn123]

@BC96 

Firmware updates should only last approx 30mins - 1hr so if its been longer than that its unlikely to fix itself.

However if you have only been activated today it may be your broadband wont start working until midnight. 

[Benny1988]

Ours is doing an update now on a Saturday evening at 8pm.

why would you not run it over night when it's not being used! 

wife's spitting feathers she's missing her Eurovision Song Contest 🙄

[Chrisee]

@Benny1988 updates are routinely scheduled for the early hours but occasionally if the hub has missed an update say because you have been away and it has been turned off.they can run at other times. If it repeats call Sky as the unit could be faulty.

Personally I would not have been sorry to lose connectivity during Eurovision last night 😈

[Izzy_79]

Mines is like this atm been of since 1.20 yesterday and still green like in any ideas

[Chrisee]

@Izzy_79 we have been told that flasing green lights on the white Sky Max hub is indicative of a fault with the full fibre connection that Openreach have tomsort. Assuming that applies to you I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Izzy_79.

[Mycha4891]

Hi, does anyone have issues today for last hour or so? I have no internet and on the sky hepl even service is not able to check the problem...

[Dmbll]

NG10, same issue. It's annoying because we need the WiFi at night for our baby monitoring equipment. Not really good enough when Sky's own diagnostic tools are also not working.

[rachel161]

yes we have this exact problem! it's still going on!

[Sharebear]

De21 same issue. 

[Mariajean]

My broadband hub is just slowly flashing green tried rebooting but nothing. Gone on sky help to do service checker and won't work atm either