No Internet in Maulden

[MB69]

About 4 months ago had sky fibre installed by Open Reach.

The small white box in our house usually has the 3 standard lights as green - permanently.

This morning I have no Internet- both Power and PON are green, but the LAN light is flickering.

Our broadband box is on and looks good to go - but we have no Internet  - any ideas out there ?

[GD1]

@MB69   First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't 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.

[JimM1]

@MB69 As described by you the final statement is correct, the Lan light always flickers but can be slow or fast depending on what the sky Hub is doing and the data back an forth. That is the ONT and yours is 100% Correct....

What is the hub showing to you light wise, and if you have a wireless wi-fi connection but NO internet, then try just powering off the hub for five minutes!

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[MB69]

Thanks for your suggestions.  Called Sky Tech Support and over a phone call - resolved the issue.  About 3-4 months ago we had fibre installed and a new Sky WiFi hub provided - when I asked about the WiFi name and password he said you do t need to worry about that - still use the hub and password.

3-4 months later the old broadband hub "decided" to switch itself off - ie it completely disappeared from my list of WiFi options, and new hub name appeared. 

Called Sky and after a little bit of misunderstanding (unsurprisingly) they talked me through how to fix the issue.

Whilst I generally like the service that Sky provides - im disappointed that Sky didnt warn me of the issue over the Internet, email, text, My Sky VIP account.

Also the engineer who installed my new hub and fibre - should have set up the new hub properly and as he didnt he should have warned me that something might go wrong down the line and if it did - what to do to fix.

The Sky engineer told me that this is a known issue and that they regularly see it.

Sky sort yourselves out !

[JimM1]

@MB69 Got you, the new hub had the old hub ssid / password, and for some reason got Factory Reset back to it's defaults as per the label on the back. Never had it happen to me but like you have seen similar post's were it did, and messes everything up for sure.👍