Hi my broadband has suddenly stopped working

[Gabby30]

My broadband has suddenly stopped working

[ErnestJimenez]

Yesterday at 9:30 am I was leaving home and everything looked fine. Until I arrived from work after 11hours after and the broadband wasn't working, wich I taught it was strange has i paid my bill one month ahead. So I don't know how long it's gonna take to fix this but despise being a GoldVIP for 7 years and get this treatment is a bit sad. Hope you can fix this as fast as possible, thanks and wish a good day.

Thanks,

Ernest Jimenez

[Highlinder]

@Gabby30  & @ErnestJimenez  Can you please run the broadband test, 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.

[ErnestJimenez]

Definitely not working still, so can i have a engineer to check it?

Thanks.

[Highlinder]

@ErnestJimenez  What did the broadband test tell you about your connection? Did you also check the service checker to see what it said about your connection in the area?

[ErnestJimenez]

Hi, the PON light keeps just flashing instead of a continuous stopped light and the internet light from the sky hub doesn't show green light, just green light in the power and wifi only.

Thanks 

[Highlinder]

@ErnestJimenez  What colour is the LOS light on the ONT?

[ErnestJimenez]

Well i don't even have a green light on LOS so light off, just Power that is on and not blinking,LAN is on but a more stable light PON just blinks on and off and like i said in the Beginning its of the Los light is off.

Thanks.

[ErnestJimenez]

  that's how it looked so far in all days  and today all is on and not working but test shows this. 

But all is connected and on but no internet connection 😕 so I do believe EITHER I need a engineer for this or probably a new hub but like I said, I've been 7 years gold member for sky and still no improvement in fixing it as should be and promised to for VIP's members. And normal customers. 

Thanks

[Highlinder]

@ErnestJimenez  What happens when you click on  looks like a problem with your Sky broadband?

With no light on the PON would seem that you are getting no signal from Sky. Have you tried to check to see what that problem is without having to call and get this sorted out. But if it says to call just come back there is further help the community forum can give.