Internet down - East Lothian

[MrScott]

My internet went down this morning on a new sky box. It did work for a short time but is now showing amber on the router. I checked with the old router which I only unplugged this morning and it didn't get any signal either. However all attempts to register fault with the status checker fails as it states everything is fine and sends me here. How do you register a fault.

[Daniel0210]

@MrScott 
If you are new to the forum then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

Start by using this link to check if there are any broadband issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker
(this won’t necessarily identify a fault that just affects your address).

It’s always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying 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 report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline (if it’s still working).

🔸Various hub lights; This link provides information about the coloured lights you may see 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-...

🔸Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky allow customers working from home to use it, they won’t receive additional or quicker support.

[MrScott]

Ok no landline call was available. Changed the cable and as I said checked with my old router. The internet is down and I just want to report a fault. I don't mind email or chat if there is no longer a call centre.

[Daniel0210]

@MrScott 

What do you mean by no landline call was available?

Sky don't use email as a general communication route. Try the options provided above. 

[MrScott]

Your message stated to try calling 150 from the internet landline. There was nothing. I,be gone through the service checker and it says all is fine and sends me here. All the help pages for internet outages send me to the service checker so I'm at a loss on how to report an ongoing fault.