My sky box has 3 green lights on but I am showing no internet connection on my phone and tv, I canno

[Darren113]

My internet hub has all the green lights showing but my phone states I have no internet connection and my tv says the same, I have no WiFi and cannot connect to anything, I live in Shetland, my post code is ZE2

[Clairer14]

Hi Darren We have the same issue. Everytime I check service it keeps saying everything is fine. We are Aberdeenshire.

[Gorecannon]

It won't mean much to most people, but this is an issue with a DNS server that Sky uses somewhere in the loop.  If I change my DNS servers to Google I get an Internet connection no problem. So, everything will show as connected properly, but the website names won't get converted to the numbers the Internet understands.

[Clarewestie]

Hi, have the same issues here in Bost of Garten, lights on but no internet. Tried resetting router but made no difference.

[Gorecannon]

It's back up here now, reboot won't make a difference for future reference on this issue. This is entirely external to your home and router.

It is always the first thing you should try though. Off for 20 seconds, if that doesn't work off for 20 minutes. After that you're in more serious territory.

[Darren113]

Good morning, I have re-booted my router and everything seems fine now, more luck than judgement I think 

[Clarewestie]

Just unplugged router, leaving it for 20 minutes and see what it does then. According to service checker there are no issues. Fingers crossed it comes back on!

[Clairer14]

We are still having the same issue. Keep turning off the router and sky box periodically and nothing is happening. I have tried resetting it through the settings on the sky home page and still nothing. Whenever I try to check the service using the my sky app it says everything is fine but it doesn't give me an option to report a fault. 

[Clarewestie]

Exactly the same here, it has to be an issue with sky even though they are not showing faults. I left router off for half hour but it's not made any difference, just says connected with no internet.

[Clairer14]

I agree. There must be a fault somewhere. Do you know of a way to report it? 

[Clarewestie]

Unfortunately I don't, been trying to find somewhere on the website to report it but no luck so far.

[SeanHarrison8]

Having exact same issue in Western Isles. All green lights and router stats show connection and broadband speeds recorded. Struggling to find anywhere to officially report it as telephone number diverts to checker tool where everything is described as okay.

[Gorecannon]

Money Supermarket has the number listed as (0333 759 3263). Can't guarantee that as my problem is gone.

If you've a Windows PC/laptop attached to the router then Windows Key+R and type cmd. In the black box type ping 8.8.8.8 if that comes back with received you're online but not DNSing, in which case try the below. Otherwise it's a different issue.

If you are in a position to and just wanting to get a laptop/PC online, try the alternate DNS trick I did to find it was that for me. You'll need to Google how to add DNS to a network connection and use 8.8.8.8 as the primary and 8.8.4.4 as the secondary. That'll push you to Googles.