No internet

[Annie19501]

No internet connection! At 6am it was working fine. At  6.10 am it stopped working. Not worked since (now 12.19). I have rung and spoken to about 4 or 5 people but no one can help. They just give me another number to phone! We have done all the tests several times, switched off, restarted etc. but no joy! The router shows 3 lights, 1 green then 1 orange and then 1 green. I'm now desperate!!! Please help

[Chrisee]

@Annie19501 the are a couple of possibilities. Firstly your line has dropped due to a faukt affecting your local area. In this case there is little Sky can tell you other than they have been madecaware of a fault Openreach or City Fibre whose networks Skybuse will working on fixing yhe issue. Nobody can tell you how long your servicecwill be down. Most are fixed within a few hours, some take a couple of days but around 15% of faults take longer but compensation does start to accrue Customer Auto-Compensation | Sky Help | Sky.com

The other type of issue is a fault on your line here an engineer will be booked to check the line which usually gets done in a couple of days. Again compensation is payable if the fix takes more than 2 working days from the report. 

The quickest way to get help is to use the online service checker in the My Sky app which works overca mobile connection. Once this picks up the dropped connection which takes an hour it will tell you if Sky are aware of an fault affecting your line or walk you through some simple steps before offering to book an engineer. 

[Muhammad_Tariq]

Same here but my net is gone just 15 mins ago and dont know what will happen

[Daniel0210]

@Muhammad_Tariq 
Start by using this link to check if there are any issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker

It’s always worth rechecking it as 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 we tend to advise trying 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 report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline (if it’s still working).

🔸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

🔸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-...

🔸Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky allow customers working from home to use it, they won’t receive additional or quicker support.