@MariePhilpin In case you're not aware this is a customer helps customer community, no one will or can call you on the back of your post, any Sky staff here would not know who you are from your community login.
Have you ran the connection tests here https://www.sky.com/help/home/broadband/connecting-to-my-broadband/trouble-connecting/no-connection-...
Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.
Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
