No internet

[WandaPriestley]

The internet light is flashing amber on my 93 year old grandmas sky q box. She's followed all the steps unplug and putting back in and resetting and when it tests the line it states that no account is associated with this address. She's very distressed. Can someone offer any advice?

[jamesn123]

Hi @WandaPriestley 

I assume you mean Sky Q router, not Sky Q box?

It may be that she is logging into the wrong Sky ID and her account is not associated with that certain ID. 

Your two best options would be to call, have her verify the account details/password and then allow you to takeover the call. Or if that isn't possible it may be worth her registering with Sky accessibility and speaking with them https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers