No Internet - Already Tested Connection

[LittlexOwl]

The WiFi is down, tested it's connection and it keeps telling me everything is fine when it's not. My laptop and phone are saying they're connected but 'No Internet Available'

I need this fixing ASAP due to work. 

[Highlinder]

@LittlexOwl  How long after your connection went down did you test your broadband?

[LittlexOwl]

uAbout 10 mins after. I've been retesting the connection at different intervals between 3:50 and now. Still saying everything is fine when it's not, still without Internet connection. 

 

[Highlinder]

@LittlexOwl  It normally takes around 1 hour for the servers to pick up on that there is a connection issue in the service checker.

[LittlexOwl]

It's already been over an hour since it first went out? 

[LittlexOwl]

It's already been over an hour? 

[Highlinder]

@LittlexOwlCould you run the latter part of the directions below to see if it is able to pick up this fault for you please.

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.

[LittlexOwl]

As I said in my first message, I've tested and still testing the connection. According to that there's no issues, which you can see from my screenshot earlier - there actually is. Do you have actual advice other than the testing of the connection please? 

[sirxnad]

Been on the phone with Sky.

Tried resetting the router by holding WPS for 30 seconds. - Not resolved

Restarted router - not resolved

told to forget network on devices and reconnect - not resolved.

Sky can not see any issue and neither can the SKy app or any other troubleshooting apps/websites out there.

While I was on the phone with Sky, the internet disconnected.

The customer support suggested that the new white routers may have a fault on the 3rd ethernet port. So if you have something connected on the 3rd port, that may be interfering or causing the issue. 

I've agreed with Sky customer support agent to call me again in about 30 min to see if the issue continues.

Last resort left is to replace the router. Been with BT for 5 years and never had issues. 2 months with SKY and issues already 😉