Hub stopped working

[Leigh-Roy]

My hub has stopped working. I've checked on there are no known faults in my area. I've checked the cable connecting the hub to the phone socket and that seems fine. I've restarted the hub and there's still no network. I can see the hub on WiFi and connect to it but not connection to the internet.   All I see is a slow green pulsing light on the hub. 
Can someone please suggest what I should do next to fix it. Thanks

[jamesn123]

Hi @Leigh-Roy 

Sometimes the fault page doesnt get updated right away, have you tried running the actual line test under the diagnostics area in the My Sky app?

[Leigh-Roy]

Thanks James,

I can't see anything that states 'diagnostic' in the Sky app. I seem to keep being directed to the service checker. Is there a specific menu I should look under?

[JimM1 · Accepted solution]

@Leigh-Roy Just use this link below!

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 good 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 call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

[Leigh-Roy]

Thanks Jim,

There seems to be an issue with the hub. I've called the help desk and they've booked an engineer to make a visit.

Thanks for your advice.

[JimM1]

@Leigh-Roy No problems going to add this link underneath for you also, it will give you the better idea to what is going on connection wise....

So you are FTTC connected on a OR Openreach Master Phone Socket, Purple Socket back off the sky Hub and connected by an RJ11 DSL cable connection, and as you say a slow Green pulsing light, you more than likely have the White SR213 Sky Max Hub...

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start