Internet not working

[ErikaH]

Hi, we have no WiFi at home - all of the checkers on line say everything is working fine but the tv won't connect to WiFi and the sky router box doesn't have a light on the internet section only WiFi and power are lit up. No devices in the household can connect to internet. It has been down since  Thursday afternoon now. Have re started router but nothing seems to be working? 

[Highlinder]

@ErikaH  Can you please run the latter directions in the information below to see if the fault is found.

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.

[ErikaH]

Thanks, all tests and checkers performed and all have come back good/green

[Highlinder]

@ErikaH 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. This will now be tomorrow morning..

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/

[Tom-W19]

Thanks for escalating. We've sent an invite to @ErikaH.