Internet not working

[Mattandkathy]

Internet not working. 3 out of 4 lights on modem and same on router. Tried resetting multiple times.

[Mattandkathy]

Also tried the online test but it states everything OK

[Daniel0210]

@Mattandkathy 

There's a current outage in south Cornwall but otherwise use the below link to check to see if there are any problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault 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 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).

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

(For any customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support).

[Mattandkathy]

Run tests, says everything ok, nothing working. Phone line not working so can't call the number provided. Internet has been dropping circa 3 times a day and requiring reset up to this point. I really need more support than this

[Daniel0210]

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@Mattandkathy wrote:

I really need more support than this

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@Mattandkathy 
If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services.

To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile or alternatively use the following link
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
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’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The posting of full phone numbers isn’t permitted on the forum.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.