No internet, service checker actively lying

[Namtab1]

 

 

So my internet went down at approximately 0030 on 24/06/25. I checked the router and there was an orange light. I checked my phone line and there was no tone.

What's concerning however is that the sky service checker showed no problems, even on repeat testing. I eventually tested something and removed the phone line from the router and repeated the service check. It still indicated good connection to the hub.

My conclusion is that the service checker is actively lying to sky customers

[JimM1]

@Namtab1 If you do not mind may i ask a question off you as this is the first time for me seeing, the service checker that you have run, is it on a mobile device like you phone and potentially on some kind off sky app program, the reason i ask is never run it app wise do not even have it installed, always did from my PC or Laptop, completely different display and possibly also different set off result's. Thanks for posting both your pictures up.

No longer use my sky SR203 hub but going to put it back on line again sometime next week and repeat test and findings. Can tether the laptop to the mobile to double check when the internet is gone if i can maintain a 4g mobile that will be my only difficulty as very very poor mobile signal. Will be testing as a FF signal but that will make (or should not do so) NO difference hub operation wise.

[Chrisee]

@Namtab1 The service checker isnt "lying" but has limitations as it uses a method of detecting whether thehub is connected which relies on whether there is an active IP lease in place which is renewed roughly hourly so will not pick up you unplugging a cable for sometime. In discussions with Sky the forum superusers have pointed out that this can be misleading but in practice apparently there is no reliable method of distinguishing between a in inactive hub and a lost connection. You can choose the option to run a test if you think there is an issue which should pick up that the hub is disconnected. However neither result takes the customer further forward as the test cannot tell you what is wrong beyond the fact the hub is not responding. 

The other way to know if a router is connected or not is to look at its LED indicators see https://www.sky.com/help/articles/hub-lights-explained-start.

The service checker has one useful feature in thst it indicates whether Openreach/Sky arexaware of a fault likely to affect the service on thst line. This szvesxa pointless phone call but beyond that until thecfault is reported 

[JimM1]

@Chrisee Thanks put's it all in perspective now, great explanation was getting really confused with all the negative responses from the OP's but did try to workout in my mind how difficult it would be to determine state. and do keep saying, look at the lights and trust those!