No internet yet checker says it’s fine

[Kimmieleigh]

Haven't had internet for nearly 6 hours, red light keeps coming on yet sky checker says it's fine !! Clearly not 

[Daniel0210 · Accepted solution]

@Kimmieleigh 
If you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (Remember it doesn’t necessarily disclose a problem instantly and it takes a little while to update).

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 good 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.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

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.

[Kimmieleigh]

I did do the checks including the sky check and it said no issues yet my box had red light I took photos also so the sky check lied 

[Chrisee]

@Kimmieleigh the checker does pick up recent line drops so unless you click to run it again it reports the last known state .

If your line is dropping and the service checker isnt iindicating it has found a fault call Sky to report the issue. They will ask Openreach to check your line if the systems indicate a fault but what Openreach depends on the frequency of the line drops and how long they have been going on. Partial fibre services can be affected by heavy rain so if you have been hit by the recent heavy showers that could be the issue.