Cannot connect phone or laptop to broadband/wifi.. although service checker says it’s fine?!

[Gemma135]

Can anyone help.. I cannot connect our sky wifi to my phone or laptop, although when checking through 'My Sky' it says that broadband and WiFi are working fine?! 

[Victoria5678]

same thing is happening to me. green lights for all four yet the browsers, netflix and anything internet based wont load.