No Internet whole weekend

[E_K]

My internet connection dropped yesterday (Saturday 20 Dec 25) with OpenReach box having all green lights! I even left both of them unplugged for the whole of today (Sun) and still no internet connection. Tried both new router and my old, neither are working! 

Sky currently blaming it on External provider.

And Sky sent me a message saying they closed my case as resolved, when it is not resolved! When do you ever close the case if it was not resolved! Their metrics are scewed.

Based in West London, within M25

[JimM1]

@E_K The ONT all green lights but what about the light on the sky Hub what did it show, linked below!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start
 

[TimmyBGood · Accepted solution]

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@E_K wrote:

Sky currently blaming it on External provider.

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Then that's probably correct: network providers typically don't carry out domestic support on weekends.

[E_K]

The sky broadband box had green lights for Power and Wi-fi, red for voice and no lights for internet

[E_K]

I am not so sure, last time something like this happened and they blamed on external, it wasn't, it was some settings Sky changed at their end. 

[Chrisee]

@E_K Sky have access to diagnostic data so are probably correct while there can be faults in their servers these are far less frequent to issues within the exchange/line. However one thing to try is to power down the hub for 60 minutes as that should force  new connection at Sky's end which should exclude a Sky fault.