Red light on router box

[B-Rose]

I have tried over and over today following the turning off the router for x amount of time and restarting it and nothing is working. Ive followed the steps trying to check my broadband and my wifi online and it says all is good but nothing is working or connecting to it successfully nor will the red light go away.

[caesarome]

@B-Rose 

Did you run the line test:

https://www.sky.com/help/articles/broadband-diagnostic-start

[B-Rose]

I have tried the broadband check several times now and it keeps saying unavailable at this time few minutes in to doing its checks and the same with the WiFi one.

[caesarome]

If you can't run the line test give Sky a call as hopefully they can run it from their end.

[B-Rose]

I've tried to contact them and got no further forward because I can't remember the verbal password for the account that I've had for 10 years now and they won't help me without it 🫠

[Chrisee]

@B-Rose are you the account holder? If you are there is a process to reset the phone password by taking you through a security check. If you are not the named account holder you are stuck.