Broadband not working but checker says it is

[p202957]

My broadband isn't connecting. My router has 2 orange lights. However when I've gone through the checker on the app, it says everything's fine. I've unplugged everything and re-connected it and it's still broken. How do I report the fault?

[GD1]

You need to follow the steps here:

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.

[p202957]

I've done all that and it says it's fine but it isn't. Is there someone I can speak to to report the fault? The only option is to come through to this message board.

[GD1]

Have you tried both steps and not just the 1st one?

[p202957]

Yes I have done both steps. 

[GD1]

You will need to call Sky

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.