No internet connection from my router using mobile data

[Madhitman]

There are 3 green lights on my router and 1 orange. I have reset my router by turning it off and leaving for 2 mins and when turned back on still same sequence.

[Chrisee]

@Madhitman If the internet light on your hub is orange that means the hub has lost connection to the exchange. Run the connection test in the My Sky app over a mobile connection ignore the initial screen which shows the last routine test instead click through to run the broadband test as that will tell you if Sky are aware of a fault affecting your line. If it doesnt call Sky to report the issue.

[Madhitman]

Hi I have done the tests and turned off the router and back on again yet still 4th light is still orange so not sure what else I can do

[Watcher5]

Looks like sky is going to be bombarded with calls when they open! I've got 3 green lights but no internet connection. Tv won't work! Nothing works!

[Madhitman]

Exactly the same it's the voice licht and this allegedly means no communication with the  telephone exchange. So hopefully it's something they can sort. 

[Chrisee]

Sky have over 6 million broadband customers and at any time if 0.5% of them had a line issues that is 30k cases. Area issues do happen as some drivers seem to delight in crashing into poles and cabinets and JCB drivers love to dig up underground cables assuming of course some low life hasn't already knicked the copper cable to flog  for a few quid. 

However currently the very heavy rain is playing havoc with the copper phone network throw in a few thunderstorms it is actually amazing we are not seeing more reports than we are. 

[Madhitman]

• Spoke to sky. Been told to turn off for at least half an hour for total reset and new IP. So will see how it goes but if wires are damaged not holding out for much hope. Will post what happens 👍🏼

[Madhitman]

Came back on about 3pm I had to use my mobile data, so lost out on my piggy bank. Don't expect I will get compensation for the inconvenience.

[Chrisee]

@Madhitman compensation only kicks in after a full two working days without service see Customer Auto-Compensation | Sky Help | Sky.com

[Madhitman]

Figures!