Internet not working despite test saying is ok

[Tom227]

Our internet is not connecting and we have rebooted several times and run the checks. Anyone have the same issue?

[ChrisMaidstone]

Same here, Sky's broadband checker online claims it's working fine, but it definitely isn't. Not the first time either.

[steve509]

We're in Kent, 'no known issues' according to Sky website but there's an amber light on our router and our internet isn't working... Having to use 4G to send this.  

[ChrisMaidstone]

I finally got it resolved after an hour on the phone with Sky tech support.......she had me reset the router, then when that didn't work turn power off to both router and Openreach box on the wall and then she (allegedly) ran an update on the router to reconnect it. Ultimately it worked, but from the ocnversation with the Tech lady it sounde like an overnight update on their part is what caused the issue with my router.

[Tom227]

I can't find a number to call for this issue anywhere - what did you use? Thanks

[ChrisMaidstone]

I called (Removed) (had to replace zeros with O's to be able to post this, oddly!) and got through fairly quickly. Good luck!

Moderator note: Removed phone number

[Daniel0210]

You can call Sky free by dialling 150 from a Sky Talk landline or a Sky Mobile, alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated ROI number.
(The forum doesn’t allow us to type the numbers in full).