Internet just dropped out. Got proper sky fibre 500gb and sky hub.

[Lee5642]

Internet dropped out and light went red. All other 3 lights are green. Went to sky help which says internet is fine but Wi-Fi not turned on (even though that light is green and internet light is red 🤔) reset router as suggested and now only power and Wi-Fi lights are green. Sky help has me going round in circles, can't seem to speak to anyone and I use my internet all day as work from home. I think my router is knackwred. Any ideas or any clue on how I go about getting a replacement router ASAP?

tjanks

Lee

[Highlinder]

@Lee5642 Can you please run the broadband test, 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.

Since you are on FTTP what colour are the lights on the ONT?

[TimmyBGood]

@Lee5642 

If LOS is illuminated on the ONT then there's an external fault in the optical circuit (which is the most common cause of FTTP failure)

Hubs malfunction far less often than people think.

[jessie24]

My WiFi is out too, has been all week, saying all good on the broadband test but got nothing, I'm in the hd9 area of Huddersfield, got a red light on the fault light on the white box, what the hell is happening, need our money back.

[Manda83]

I'm in the pe2 area I ran a speed test and I'm at 1mg and 2mg download speed! I've had a million engineers out I'm just thinking of leaving if I'm honest I've had nothing but trouble since I joined! 

[jessie24]

Hi manda, thanks for replying, maybe that's what I should do and maybe put something out there for everyone to leave because they are useless, at least you can get in touch with someone on bt and the others even tho there in a different country.

[Manda83]

It's a shocking service I've never had such appalling internet speeds. I've had engineers out about ten times now and I'm done now I just wanna leave 

[Chrisee]

@Manda83 Sky are quite likely to release you from contract if you ask but beware if you move to any other ISP that uses the same Openreach line as the problem will move with you. If you do move choose a supplier like Virgin Media who havectheir own cabelling if one is available at your address or a service like mobile broadband which doesnt use cables. 

[Manda83]

I'd just like it sorted but we've had about ten engineers out now so it seems they don't really know what they're doing 😞 virgin sounds like a good shout and they have fibre in my area too 😁