Hub is showing 3 yellow/green lights, voice light is orange. No wifi to any device. Help please

[Kikiroo]

My hub is showing 3 yellow/green lights, voice light is orange. Have tried resetting and disconnecting but no change. No wifi signal to any device. Any help out there please?

[Highlinder]

@Kikiroo 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.

[Kikiroo]

@Highlinder  Phone will only respond when wifi setting is turned off and 5G operates. Under this setting, the service checker says everything is 'Good'. Have got the service checker page up under 5G then turned wifi on at the phone - will not run a test. Laptop and ipad not connecting.

ipad and phone show wifi connection but no device is responding.

any other options please?

[Highlinder]

@Kikiroo I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

[Kikiroo]

@Highlinder  Thanks for that.  Having tried another reset, 3 green lights but no voice light at all! Still no wifi connection . 
will await contact from Sky.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Kikiroo.

[Kikiroo]

Thanks to the help from @Highlinder and subsequently the advisor at Sky, the issue was resolved later the same day.  I'm grateful for the help received.