Internet flashing orange

[Lcooper]

Internet flashing orange and not working.

But when testing connection through the app it says nothing is wrong with WiFi 

[Highlinder]

@Lcooper  Can you please run the latter part of the directions posted below to see if it can find the fault.

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.

[Lcooper]

Hi @Highlinder ,  thanks for the response 

I have done all that and doesn't fix the problem. Or it does for about 5 minutes. Then it returns to either black light or flashing orange. It did fix itself for about 3 hours yesterday.....but then returned to doing the same thing (intermittently working but only for about 10% of the time)

how do I get in contact with sky?

Their website is purposely difficult to contact them, and just points you back to the test and all potential solutions that don't work.

[Highlinder]

@Lcooper 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/

[Lisa-P1987]

Thanks for escalating this. We’ve sent Lcooper an invite to chat.

[Lcooper]

Thank you for the invite to chat, on the chat an error was identified and we organised for an open reach technician to come out which was today. They replaced something in our home and fixed the issue for about 5 hours. Now we are getting the same issue. On checking the broadband on the sky app it says there is an issue and the box now has flashing orange light again.

@Lisa-P1987 can you advise please. Is someone able to run the test from skys side again please? 

[Lcooper]

Another 3 days without internet..... great! Thanks sky, better not be being billed for this!

[Lcooper]

Still no response, internet still not working, so I have moved to Virgin Media. Box arrived in a few days, set it up myself and works perfectly.

You would think Sky want to retain customers rather than go to direct competitor, apparently not!

Virgin also £20 cheaper a month to what I was getting offered at Sky when trying to recontract, win win 

[Dwelsh75]

Having the except same issue with router flashing orange intermittently. Called Sky and was told nothing was wrong and that I would have to upgrade. Already paying £38 a month!

[Daniel0210]

@Dwelsh75 

This link explains the lights on the various hubs

https://www.sky.com/help/articles/hub-lights-explained-start 

[Dwelsh75]

I have already tried all of this. I have turned off completely. Reset box. Had issues for 24 hours now 🤦🏻‍♀️

[Daniel0210]

@Dwelsh75 

Intermittent problems are the worst to solve.

With any 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.

[JimM1]

@Dwelsh75 When sky told you you needed to upgrade was it from copper to a full fibre connection, the money you are paying just now may have zero to do with that, flashing orange/amber is a sign off either connection issue, hub issue, line issue or many other possible reason's that you may see for that condition indicated!