Connection

[Parvendra]

My internet connection is not working. I have completed all the checks and it says it should all be working fine the lights aren't on and I can't watch any apps.

I have been on hold for over an hour!

This is really annoying and disappointing! 

When someone initially answered he kept asking if I want to renew my contract then transferred me to the wrong department and now I've been on hold for 1.15mins so far with no idea of where I am in the queue.

Can anyone help?

[Daniel0210]

---

@Parvendra wrote:

My internet connection is not working. I have completed all the checks

---

@Parvendra 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Unfortunately due to the Sky Q issues overnight the lines are likely to be extra busy today. 

For broadband issues the first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should identify if there's a known fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker picks up a lost connection so perhaps try it again later.

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 okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

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

Red light on ONT; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Bad weather; Adverse weather can also impact your broadband.

Working from home; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.