Connected without internet

[Patience99]

Shows connected without Internet. Did all the diagnostics. Customer service is unbelievable. No internet access now and I work from home and Hotspotting from my mobile data at the moment.

Have done all of the remedy work such as restarting router, unplugging, resetting etc etc but cannot get any device to connect. I don't have enough technical knowledge to understand the router data.

Sky diagnostics say everything is fine but it obviously isn't. I can't spend all day sat on the phone waiting for an answer and there doesn't seem to be any live chat available now nor an email address. Everything sends me to the forum.  Orange l

Any ideas what could be the issue and how I can fix it? 

[Daniel0210]

@Patience99 
If you haven’t done it already use the below link to check to see if there are any problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then 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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If the service checker is still not telling you that Sky are aware you may need to call them to report it (dial 150 free from your Sky Talk landline).

In addition~

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

▪️ For any customers working from home remember that Sky Broadband is a domestic service so you don’t receive any extra or quicker support.

[sparkyspark]

Good luck with getting it sorted, my fibre went live on the 22nd January and went down on the 28th January and have had no internet since then and 25 days later still not fixed. Sky haven't got a clue, this forum is full of people who's wifi is down, slow, speed to the hub but no wifi in the home etc, I've done everything they've asked and had two right to cancel emails.

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Moderator note: Removed campaigning.

[Patience99]

Thankyou for the response

It is not a new connection. Was working fine for more than a year 

2 days back internet went down. "Connected without Internet" in PC and mobile 

Shows Solid amber light in internet in router 

Did all the diagnostics given in sky website. Shows all fine 

Customer service saw no problem in the line and said router could be faulty. So they sent me a new router 

With new router it is still same. "Connected without Internet" and amber light in internet in router.

Waiting for service engineer to inspect.

What could be the reason 

[Chrisee · Accepted solution]

@Patience99 you need to go back to Sky as there is a line issie their diagnostics is not picking up. To help 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 @Patience99.

[Patience99]

thankyou, connection is restored and the issue is resolved now. i didnt do anything