No internet. WiFi green light. Internet no light.

[natlyd]

Our internet just cut out. The light for it is off but the WiFi light is still on. I tried troubleshooting but the instructions didn't help. Restarting and hard reset didn't help. Service checker detects something is wrong but when trying to find what it is it says everything is fine. Help would be appreciated. 

[Highlinder]

@natlyd  The service checker shows historical data and if it has been less than 1 hour it might not show any fault at all.  Can you follow the latter part of the directions below to see if it does find the fault for you.

Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[natlyd]

Followed the instructions all the way through until it culminated in an oops something went wrong page. Nothing prior seemed amiss after unplugging and replugging several cables. Still no internet. 

[Highlinder]

@natlyd  So you are unable to complete the broadband test in the directions above?

[natlyd]

That is correct - just says try again later! 

[Highlinder]

@natlyd I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

[Lisa-P1987]

Thanks for escalating this. We’ve sent natlyd an invite to chat.