Internet not available

[KD37]

Continuous white light on router still Internet not available. Anyone else facing same issue or know how to get it sorted?

[Daniel0210]

@KD37 
See further down for guidance on the lights on the various hubs.

For broadband issues the first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should identify if there's a known fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker 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.

🔹

Hub lights; This link provides information about the coloured lights 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-...

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.

[KD37]

Thanks for the reply. I have tried service checker and broadband check, both of them show everything is good. But my router has green color blinking every 10 minutes and then Internet would start all of a sudden for maybe 5 minutes with a static white color. After that it would stop working for another 10 minutes with that green color blinking on hub.

[JimM1]

@KD37 Are you on a CF City Fibre connection? If so what is the ONT Lights showing to you when or just before your light drops from white? Slow or fast flashing green?

[KD37]

Same issue with me. It has happened twice over last 2 weeks.

[Daniel0210]

@KD37 

The same advice has already been provided on your other threads. (merged)

[KD37]

The advice was to check via service checker, which never shows any issues. So I don't have a solution for this issue.

[JimM1]

@KD37 Then the next from the help for you!

Try running the line test here to see if any faults are found:
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 good 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 call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

And if this is also any good!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start