No Internet!

[CharlieCui]

Suddenly disconnected from internet. I checked the service in my account and it shows everything is good, however, it is actually not good, there is no internet at all. I reset and restart the hubs and the openreach modern twice, every time switch off for more than 1 minute, but it's useless.

The fixing page ask me to connect the cable directly to the purple port, but mine is a fibre cable and the head is not fit the purple port. So the method is unsuitable for me.

Need help to fix it!

[Daniel0210]

@CharlieCui 

At that time of night it could be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep.

If it's not back by 0700 use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then 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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

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

(For any customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support).