Oops, That Didn’t Work. We’re Having Some Problems…

[JillS4]

My internet connection is down, the internet light on the router is orange. I've done all the tests, service checkers, turned everything on and off multiple times (on both the hub and the router), reset the router, pressed the WPS button.... basically everything I can do here to check and Sky always brings me back to a page that says this:

Oops, that didn't work. We're having some problems and our tests are unavailable at the moment. Try again later so we can test your connection. 

I don't want to phone because I'm hard of hearing and speaking on the phone is difficult for me. Can anyone help?!

[caesarome]

@JillS4 

There might be an outage in your area as there are a number of people posting the same on here at present so see if you can use this link to run a line test:

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.

If this is of no help give Sky a call to report it to them.

As you have a hearing issue you might want to get yourself registered with Sky's accessibility team as there will then be additional contact options for you that do not include calling:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[JillS4]

Thanks for replying. Unfortunately I've already done all those things to no avail. 

If it's not sorted by tomorrow morning it looks like I'll have to call. Sigh. (I appreciate the info on accessibility- thank you). 

[JimM1]

@JillS4 If there is an area outage or a piece off sky Equipment misbehaving just leave your system up as it is, if/when the fault get's cleared the sky Hub should auto recover and connect back as normal! If using the sky Broadband hub with all the services then 4 Green lights would be the norm!