No lights on for internet

[JazAndAsh]

Internet / WiFi was working completely fine until around 10.30am this morning, when the internet completely dipped out.

I have followed all the steps as suggested by Sky; the tests suggested it was an issue with router / connecting that way. I have pulled all suggested wires out and reconnected as suggested, done resets, turned on and off at all the wall etc - still no light on for 'Internet'.

Apparently no issues with WiFi / broadband according to Service Checker?

I am trying to work from home, and urgently need it fixed! 😞 

I have not had any issues so far, but the box is only a few months old if that.

Is there not a telephone line I can call for further help? Thanks so much for any advice in advance. 

[GD1]

First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't 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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[Daniel0210]

---

@JazAndAsh wrote:

Apparently no issues with WiFi / broadband according to Service Checker?

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.

I am trying to work from home, and urgently need it fixed! 😞 

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.

Is there not a telephone line I can call for further help? Thanks so much for any advice in advance. 

If it's still working dial 150 free from your Sky Talk landline.

---

[JazAndAsh]

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.

Thanks for clarifying. Unfortunately, there have been no changes here as time has passed. Everything is pointing to an issue with how my hub is connected, but despite repeatedly following the suggested steps, there have been no changes. It was also working fine and was not tampered with or touched prior to the sudden internet drop. 

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.

I was not suggesting that I was entitled to additional or quicker support; I was outlining my situation to provide further context to how it was functioning well previously, and to highlight that it would have been of great benefit to have the issue resolved (which sadly it has not been, 4 days later and going into a bank holiday weekend☹️). 

If it's still working dial 150 free from your Sky Talk landline.

I do not have a landline. I am surprised that a company such as Sky does not have an easily accessible support helpline for those without a landline. 

[Daniel0210]

---

@JazAndAsh wrote:

I do not have a landline. 

---

@JazAndAsh 

You do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine and entirely your choice.

In the future if you have a cheap handset you only need to plug it in when you need to call Sky (dialling 150 free) if and when there's an issue.