Internet down

[LouThom86]

Hi guys, Yet again, Sky Glass has lost internet connection. Checked on My sky and it says everything is good yet on the TV it says no internet connection and the Hub is showing an orange light. Tried everything to get going again but no joy. Seriously regretting getting Sky Glass now. It feels like every so often, there is always something going wrong with it. Any help and advice would be greatly appreciated

[Daniel0210]

@LouThom86 

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

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: 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 perhaps try 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

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-...

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

[LouThom86]

Hello there, Thank you for your reply. I have done as you said and still can't get any connection. It is strange though as I ran the service checker and it says everything is fine. However when I look at my hub, the light for the internet is orange and my TV says there is no connection. I will have to give them a ring I think. Tha is again for your help. It is greatly appreciated

[JimM1]

@LouThom86 The light is correct and indicating that there is NO internet connection when it is Amber or not lit, the service checker takes time so you have to allow that, it's not an instant check that is thought to say yes/no!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby if enough time has passed for a fault condition to be displayed by the software test! This should determine if there's an identified fault affecting multiple households.
https://www.sky.com/servicechecker