Internet won’t connect

[Danny+Cartledge]

Hello I'm just wondering if you can help me I'm staying at my grans whilst she's in hospital looking after the dog im  her grandson and there is no internet Iv checked the status in my area and it says everything is ok Iv tried all steps it's says to take for the past 2 hours and it's still not working there are only 2 green lights on the internet one isn't green Is there any way you can help? 

[GD1]

@Danny+Cartledge  1st question is does your gran have Sky broadband?   

Have you taken your hub from your normal address to their address?

[Danny+Cartledge]

Yes she does it's her box and so on it's first time she's had a problem with it it's been fine for years 

[Highlinder]

@Danny+CartledgeDo you have access to your Gran's account to run a broadband test?

[Danny+Cartledge]

This is on my grans iPad once it finishes this is what it says Iv done these steps 

 

[Highlinder]

@Danny+CartledgeCan you run this test via mobile data please.

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.

[Danny+Cartledge]

Iv tried that at it fails 

 

[Highlinder]

@Danny+CartledgeDoes your Gran have a password on her account that if you call in you can talk to Sky for her to get this sort out?

[Danny+Cartledge]

I'm just going to leave it for tonight now and speak with my gran tomorrow thanks for your help 

[Highlinder]

@Danny+CartledgeIf you still require help tomorrow and have not been able to call in. Come back here and let us know.