Broadband crashing

[Paula10]

Hi since my new fibre elastic Internet as being connected it keeps crashing or just not loading

[JimM1]

@Paula10 Does this show anything on the hub?

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Paula10]

Not sure there all flashing fast 

[JimM1]

@Paula10 What hub do you have? and what is the state off the lights!

[Paula10]

Sorry can't send pic

[JimM1]

@Paula10 You do not need to send a pic, just explain what you see for all the light's. And say WHAT hub it is that you have!

[Paula10]

Not sure wat hib and end green lights flashing fast 

[JimM1]

@Paula10 Sorry you where sent a link earlier in the post, it shows you all the hubs, tells you all about the lights so use that link! 

[Paula10]

Sky broadband hub 

[JimM1]

@Paula10 And is it the power light very left as you look at it that is flashing green?

[Paula10]

Oh no it's have a white box on wall newly fitted fibre fast it's thst light 

[JimM1]

@Paula10 Last light on the little box on the wall, very right hand side one, has the word LAN under the light, it flashes as the hub sends data back and forth so it is correct that it flashes, POWER is a solid GREEN, PON is a solid GREEN, LAN is a flash on/off and varies with speed etc, and the LOS is normally OUT no light.  That is all the normal conditions......

[Paula10]

• Well not sure why it keeps crashing 

[JimM1]

@Paula10 You now know what to see when the little box is in a working condition.... That box is called the ONT Optical Network Terminal...

When you have the fault you can just look at the sky HUB next time, normally it's a 4 green lights across the board for a fully working hub.

Should you have an issue then say what you see then. If broadband fails expect the Internet light 2nd from the left to go Amber or out, phone normally follows suit but goes solid amber last light on the very right.

The link shows you all the sequence and steps off the lights.....

[caesarome]

@Paula10 

Try running the line test here to see if any faults are found:
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.

If this is of no help give Sky a call to report it to them.