Hi guys, my WiFi has been installed today, but have connection has dropped on my phone

[Danpleasants96]

Hi guys I have had my WiFi installed today and it says your connection has dropped on my partners phone and I'm unsure what to do, my device is fine

[Highlinder]

@Danpleasants96  Ask your partner to forget the network on their phone, restart the phone and then try re-connect to the router with the Wi-Fi  password.

[Danpleasants96]

On my router the internet light is off and the voice light is orange, the the PON light on the white box is red

[Highlinder]

@Danpleasants96  Run these test please to see if it will pick up the fault.

Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[Danpleasants96]

I have now booked an engineer Thankyou