No internet at all

[RainydayDreamer]

Have tried following all the steps on here to restart etc and still nothing. The network isn't even visible on any devices, like it just vanished. I keep getting "no broadband connection" messages. When I log into My Sky it just says the generic "everything looks good" when I test both broadband and WiFi, so that's not worth anything is it?? I've typed in the network name manually and still nothing.

[caesarome]

@RainydayDreamer 

What lights are lit (or not) on your hub, are any flashing ?

[RainydayDreamer]

The Power and PON lights are on but no LAN light. When I reboot it the LAN light flashes quickly and then it goes to the power one flashing then solid, then the PON flashing then solid. Then nothing. I have rebooted everything, tried the WPS button. Spoke to someone today and they said it's the external line so hopefully they can send an engineer tomorrow and a new hub incase. So just no internet or TV until we can get it fixed. Not ideal in a heatwave when you're trying to keep kids out the heat 😭

[taradhani]

Tried all these steps and still no internet connection

[Daniel0210]

@taradhani 
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like myself.

Start by using this link to check if there are any broadband issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker
(this won’t necessarily identify a fault just affecting your address).

It’s 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 allow customers working from home to use it, they won’t receive additional or quicker support.