@kathryn25 Then trust the light on the Hub, service checker may give you some idea what is going on, but it does take sometime to work out that fact, just NOT to your line if it happens to be an Area wide fault!. Link below if you do need it!
If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker
