Internet is not working- everything checked & tested but not been able to connect for the last hour

[KathleenODonnel]

To went off advising no internet connection. Been like this for the last hour. Tried everything Sky has advised but nothing has changed, have 4 lights on the router. TV has been turned off & back on a few times now. Router has also been turned off & back on. Followed the instructions on the sky tv but nothing is working. Did a check via sky & that came back with no faults.

[Daniel0210 · Accepted solution]

@KathleenODonnel 
Use this link to check to see if there are any broadband issues or outages nearby, even if you’ve already tried it ~ (it doesn’t necessarily disclose a problem immediately and it takes a little while to update so perhaps retry later).
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

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.

This link provides information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

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.

[Angry-bear]

I have the same issue with my Sky Q, it said I was not connected and having followed the instructions it will not reconnect, but my internet (4G wi-fi) is working because my PC & laptop are fine. it says my password is wrong but it is correct.

Also when I unplug from the mains & switch on again the blue Q slowly flashes but the box does not re initialise as it should, I have also had issues trying to play back recordings, it just said please wait but nothing further happens.

[JimM1]

@Angry-bear Do you have any sky Broadband at all, 4G is not something that sky have or offer with regards to Broadband.

You Q needs to be connected as a sky Third party device, you may have a 4G wifi setting issue in that hub/router!

[Angry-bear]

Broadband is EE not Sky which is why I said via 4G WiFi, box has got the router but refuses to connect with the Pass word.

Just spent almost an hour on the phone with sky they can't sort it, so have an engineer booked for tomorrow.

Obviously as I'm on here the EE connection is fine.