No internet - router on, wifi light green and voice light orange

[Hart1160]

Hi there, 

My internet has randomly dropped out, been working fine with no issues. The router power light is green, internet light is off, wifi light green and voice light is orange. I have tried using the connection checker on the website and it states the checker is not working. Does anyone have any guidance on troubleshooting or how to resolve the issue. I have tried the standard turning off and on, checking cables etc. everything is fine. 
many thanks! 

[Highlinder]

@Hart1160 Can you please run the broadband test, 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.

[Hart1160]

Hi, I have tried this numerous times but unfortunately it says the service is not working. I wonder if there was another way to diagnose the issue? 

[Hart1160 · Accepted solution]

Internet has now returned 

[Abduss]

How did you fix it as i am running into the same issue, my openreach box has its LOS light red. I don't know what this means and sky doesn't have a human operator to help me, at the very least do you know any contact number that isn't a robot that gives me meaningless instructions that doesnt apply to my situation. 

Thankyou 

[jamesn123]

@Abduss 

LOS means loss of signal which is when the fibre cable has lost its connection to the distribution point. 

You would be best calling and stating your problem as a broadband technical issue, then hold through any prompts to go online or receive a text message.

[Jonathanphillip]

That's exactly what mine picked up external fault but my router isn't doing what is is doing mine went off with voice with a orange indicator and broadband issue got an engineer coming tomorrow to fix the external fault 

[Charlotte1711]

Hello,

I'm having exactly the same issue - voice light is orange, internet light is off completely and the service checker will not run. 

Did you find a solution? I've carried out all of the suggested off/ons.

Thanks!

[Chrisee]

@Charlotte1711 see my reply to your other post.