No internet connection

[clair1981]

We have no internet, the hub lights keep changing from off to 3 green 1 orange, to 1 red all others off. Service checker says all is fine with wifi and broadband. I've reset the hub numerous times. Not sure what else to do.

[Daniel0210]

@clair1981 
The first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should identify if there's a known fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker picks up a lost connection so perhaps try 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

Hub lights; This link provides information about the coloured lights 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-...

Bad weather; Adverse weather can also impact your broadband.

Working from home; 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.

[JimM1]

@clair1981 Explain what you do for the reset off that sky Hub? Your light / lights explanation does not make any sense for that sky Hub!

[TimmyBGood]

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@clair1981 wrote:

 I've reset the hub numerous times. 

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There's little point doing so: it cannot resolve an external fault.  Once before and once after unplugging and replugging the physical connections is enough.

[clair1981]

Theres a tiny little button on the back that says reset, troubleshooting instructions asked me to hold it down for 30 seconds

[clair1981]

I was following the troubleshooting instructions. An engineer is coming out today as they think the hub has a fault