No internet

[Mazza18]

I had no internet from Saturday morning until about 9.00am on Sunday morning. It came back on yesterday but went off again during the night. I also have little or no mobile network connection at home so this is a major issue as I live alone and I am currently undergoing treatment for cancer and I need to be able to contact emergency services if I fall ill.

[Daniel0210 · Accepted solution]

@Mazza18 
The first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

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 okay 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.

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Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Working from home?; 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.

[TimmyBGood]

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@Mazza18 wrote:

I also have little or no mobile network connection at home so this is a major issue as I live alone and I am currently undergoing treatment for cancer and I need to be able to contact emergency services if I fall ill.

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Perhaps note that no terrestrial ISP can guarantee uninterrupted service: the topology of the national cabled network makes that completely impossible.

In the absence of reliable cellular data you might want to investigate low earth orbit satellite connectivity (ie Starlink)