No internet

[iClaudia]

Hi there,

out of a sudden, my internet connection has gone completely.

I have gone through the provided steps 5 times, but a test always tells me, that there is no connection to my Hub.

What I have tried so far:

- disconnected the Sky Router Model SR200 from power for 5 minutes

- tried a different LAN-cable to connect the router to the ONT

- ran the tests on the website

The power light is on on the ONT, the PON light is solid green, the LAN light is flashing

On the router power and wireless are green, but the internet light is amber.

Does anyone have an idea? Calling the support is no option, by the way, and there seems to be no option for a chat support 😞

[Highlinder]

@iClaudia  What colour are the lights on the ONT? Are they green or is there a red light?

[iClaudia]

Hey @Highlinder,

many thanks for your answer.

The lights on the ONT are green. Only the internet light on the router is amber.

[Highlinder]

@iClaudiaAlso you said that the broadband test is not finding your router when running the test is this correct? Do you have another means of contacting Sky via say mobile to report this fault.

If it is a yes then can give you a number to call if no then the forum can escalate this for you.

[iClaudia]

Hey @Highlinder ,

thanks again for your answer.

As said, calling them is not an option. I know that there used to be chat support or support through messages at least, but there seems to be no option. I've gone through the steps on the website multiple times, using mobile internet, but at the end, there is always just an option for the community or calling 😞 

That's why I am here.

[Highlinder · Accepted solution]

@iClaudiaIf you are using mobile internet are you able to make calls via this?

I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. This will be tomorrow now.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[iClaudia]

Hey @Highlinder ,

my mobile phone is working fine and I could make calls, if I'd be able to make calls (long story).

Many thanks for escalating the case to the support. Hope they'll find the cause of the issue (I think the router is broken, as it is a few years old now)

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to iClaudia.

[BillieT]

I have had the same issue.

My power light is green and my wireless light is also green. However there are no other lights on on my router.

I've had a sky engineer come out who changed/replaced everything including the router. But was still unable to resolve the issue he arranged for a BT Egineet to come and have a look but they also can't identify the problem..

Any help would much appreciated I've been with no Internet now for 4days.