My Internet connection is not working

[Eleonora]

It's not working since Friday. I have repeatedly tried the self help steps but still not working. Help!

[Daniel0210]

@Eleonora 
If you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault perhaps 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

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.

[Eleonora]

Thank you for the advice. Have followed all these instructions through my sky app, several times this weekend....and it now seems to be working.

But i've had this yesterday too, when it seemed to work for 5 -10 minutes and then the connection dropped again.

So fingers crossed !!!

[Daniel0210]

@Eleonora 

If it continues you may need to call Sky.