No internet

[Alex183]

Internet connection is down despite restarting the router several times. Sky diagnostic checks say there is no issue. Help!

[Highlinder]

@Alex183  How long ago did you have the loss of internet start?

[Alex183]

Around 30-60mins ago.

[Highlinder]

@Alex183  Can you try the test again, as normally the service checker would show historical data and normally takes around an hour to pick up on any faults. Follow the directions below please.

Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[PompeyYorkBlues]

Same here. The middle light under internet is out on my box and all tests say it's fine. I'll keep an eye on this thread thanks 

[Alex183]

I now have an engineer booked for Thursday

[Highlinder]

@PompeyYorkBlues  How long after the broadband went down did you run the broadband and service checker tests?

[PompeyYorkBlues]

Straight away, but then an hour after then another hour later. It seems to have resolved itself overnight now, so thanks to those that assisted 

[Highlinder]

@PompeyYorkBlues  Keep an eye on it and if you have further issues come back and let us know by starting a new thread.