No Internet Connection

[Anonymous]

Sky max hub is showing as connected and no issues are showing when using the service checker. however no devices in my house are working, no wifi or connection to any of them, they are all showing as no internet connection, and nothing will load. tried ringing but cant speak to anyone and the online help isnt showing anything i havent already done

[Mb1311]

Exactly the same issue in Penarth, South Wales.

[caesarome]

@Mb1311 @Anonymous 

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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions

[Mb1311]

That went well. Ca nnot connect to it over WiFi.

[caesarome]

Can you phone Sky:

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[Anonymous]

Unfornaltey this doesnt help, it all shows its connected fine, which isnt true as nothing is working. done this multiple times aswell as resetting the hub

[Mb1311]

I phoned and an issue was found, 0MB upload speed. I had to hold the button on the side while they did an update. Also said they would send a WiFi booster.

No improvement yet after the update but definitely call them, there is an issue with the hub.

[Markp6]

I have the same issue - 

[Hopeful1]

@Markp6 

You need to be more specific

[Hopeful1]

@Mb1311 

Sorry but this is so Sky: supplying you with an app, that needs broadband connectivity, to diagnose a non working broadband connectivity.  You couldn't make this up.

Right, joking aside, disable your WIFI on your mobile device and ensure you are using your 4G allowance. rerun the test.  Once the test has run and found your setup to be deffective,, you can call Sky and you will jump the queue as their system will have a marker against your account.

Talk to sombody and get them to start from your phone socket and guide you through the connectivity and setup.  Good luck and let us know how you're getting on

[Crainemeister]

There is a definite issue with the Sky DNS servers. 

Where I've managed to change my DNS to use Google, the internet works fine.

However the Sky Max hub does not allow you to do this at the router level, which is ridiculous .