No Internet

[Lucycalvert]

My Internet has gone off

[Looupylouu]

Me too but my app says the internets fine 🙄

[Greavesy1]

Mine has done the same, the power light is green, the WiFi light is green but the internet and voice lights are orange 

[Badballerina]

Yep, us too 😞

[Fatoomi]

Same here, app says all okay but clearly not. 

[Daniel0210 · Accepted solution]

When there are issues between midnight and 7am it's quite possibly going to be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep. Hopefully it'll be back before 7.

If you are having broadband problems after that use this link to check to see if there are any issues or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update so perhaps try again an hour later).

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 contact Sky to report it. The easiest way is to 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

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

[Don-Don-21]

Mu Internet has been off since 5pm yesterday. Power and WiFi lights are green, no light at all on Internet and phone light is orange. I've followed the steps to reset everything but still lighting up the same. One minute the app says it's running fine then the next time I log on it says there is an outage. How do I find out if there truly is an issue or a problem with my equipment? I'm disabled and have a smart home and sky glass tv and I'm completely at a loss at the moment.

[Waveman]

The Internet light being off indicates that your router cannot see an internet service. You will need to contact Sky.

If the light is orange then the hub/router is trying to make a connection, if the light has gone out, then there is no connection available so the negotiation phase cannot occur.

Are you on full fiber or ADSL, connected to a phone socket?

If you are on full fiber, you will also have a small white box, ONT, fixed to your wall with some lights on it, Power, should be green, LAN, will be green and flickering if correctly connected to your router, PON, should be green, means the network is connected & configured, LOS light should be off, if red then there is no light coming down the fiber (don't look for it, its invisable and can damage your eyes!)

If you're on an ADSL line then all you can do is check the cable to the router to the wall is undamaged and then contact sky on 150 or the numbers listed on the Contact Us page, phone them, you will get a proper response, the chat bots are useless and just send you around in loops.

https://www.sky.com/help/articles/contacting-sky

To test your Internet

https://www.sky.com/help/articles/broadband-diagnostic-start

[Don-Don-21]

I'm on fibre and all lights are on and working fine it's just the sky box.

[Waveman]

Check that the cable is plugged into Port 4, the WAN port on the back of the router, if its not plugged into the correct port then the LAN light on the ONT will be on but the router cannot connect as it uses only port 4 to esablish a WAN connection. 

There are two lights at the bottom of the socket on the back of the router these should be lit. If they are not, then try a diffrent cable, needs to be at least CAT 5e. 4 Pair (4PR)  or it will only connect at 100mbs & not 1Gbs to the router.

Failing these two checks, then a call to Sky may be needed. They will ask you to reset your router by pressing and holding the reset button on the back of the router, this will reset it to factory settings. If you have changed any Wi-Fi settings these will revert to the details on the back of the router.

[Don-Don-21]

Thank you so much, that has worked! Didn't know you had to have it in a specific port, I'll not forget that in a hurry 😁! Thanks again