Connected without internet

[Lennon_C]

Im having trouble with my Internet and its frustrating its telling me here there are no issues but when I try to connect its saying connected without Internet I need this sorted asap

[caesarome]

@Lennon_C 

Try running this line test to see if it finds any faults:
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.

[Lennon_C]

I've done all this still isnt connecting 

[caesarome]

@Lennon_C 

What was the result of the line test ?

[Lennon_C]

Its all green lights but its saying connected without Internet still on my mobile phone and my tv isnt connecting to it either 

[caesarome]

@Lennon_C 

You didn't answer my question about the line test you ran so have you tied rebooting the hub at the mains, leave it off for 5 minutes before powering it back up.

[Lennon_C]

Yes if turned it off from mains took plugs out and left it off for 15 mins before turning it back on

[caesarome]

---

@caesarome wrote:

@Lennon_C 

Try running this line test to see if it finds any faults:

https://www.sky.com/help/articles/broadband-diagnostic-start

---

[Lennon_C]

Its saying no faults 

[Jr999]

I'm having exactly the same problem. Sky says no issues but no connection. Open reach box flashing PON so I'm amazed at how I'm supposed to be connected 

[Lennon_C]

Its so frustrating 

[Jr999]

Still waiting. Still no broadband from Friday ! Supposedly open reach visited the exchange this morning but I have had to log another issue as it's still not working ...

[Daniel0210]

@Jr999 
Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

▪️

This link explains the OFCOM agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK based customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it. This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.