No WiFi

[Ll2208]

Hi our WiFi has gone off. We've done checks and says there's no issues in our area

[Daniel0210 · Accepted solution]

@Ll2208 
Use this link to check if there are any issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker

Its always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying it again 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 okay 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 report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔸

Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky say it's fine for customers working from home to use it, they won’t receive additional or quicker support.

[ShyGirl15]

We have the same issue in Dublin 15 for the past hour. Other neighbours in the area reporting the same. Apparently there is also an issue with virgin.

[ShyGirl15]

Just to clarify, My sky tv is working, but our sky broadband WiFi router has no internet connection from the fibre box.

[littlecat]

No wifi in cardiff, bern down since 9pm, service checker said a problem, but when you click let's fix it, that says its having issues 

[caesarome]

@littlecat 

What is the result of this line test:

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

[littlecat]

The service checker is working now , says problem outside and book an engineer,  although the local fb page seems to have a lot of people in the same postcode with no sky bb

[Daniel0210]

@littlecat 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[caesarome]

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@littlecat wrote:

 says problem outside and book an engineer, 

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Then that is what you need to do as they will go the source of the outage to carry out the repairs.