No internet

[Emily993]

I have no internet. The WiFi light is green but no light on the internet and I'm unable to access the internet on any of my devices. When I've run a diagnostic test on the app the app is saying there are no issues. This is the 3rd time this has happened now and my partner works from home and it's causing massive issues for him. 

[Daniel0210]

@Emily993 
The first thing to do is check to see if there are any outages nearby via this link https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

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.

[Emily993]

Hi I've done this, all the tests are saying there is no issues detected. But still isn't working. I've followed the steps to turn off the router check cables ect and they're all fine but still having an issue. 

[Daniel0210]

@Emily993 

You'll need to report it to Sky who will notify Openreach who will investigate/fix. 

In case you aren’t already aware, the following link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

There is no such scheme in place for customers in the Republic of Ireland.