Router has a green light but I can't use the internet

[Hew2]

No internet connection.  Power green, WiFi green, no internet light. Have done all the diagnostics twice. Have done power down twice. Sky App says no problem, so I don't trust it.

Moderator note: subject of thread updated to better reflect the conversation

[LucyMay]

I've tried resetting it at router. Unsure what else todo. Been like it a couple days 

 

 

  

 

 

[GD1]

@LucyMay  The screen shots look like they are from your phones own wifi settings, it does not mean broadnband isn't workimg.  Can you try this test? https://www.sky.com/servicechecker

You may need to reboot your device your having an issue with if the check returns an active broadband connection.

[LucyMay]

It doesn't work on any device in the household, including the tv, iPads/tablets and at least 3 different peoples phones (android and apple).

nothing works. Let's you connect but doesn't let anything load 

[GD1]

@LucyMay  Did you use the link posted to check your connection?

Another thing to try if the test shows no issues is to power down the hub for arounf 30 minutes, then power back up, reboot one of the devices to see if this works.

[SSPR]

What was the fix? Having the same issue. 

[ImperialAgent]

Same here broken the 26th no internet light but all other lights. Already rebooted router and checked the internet cable.

Anyone found a fix?

[ImperialAgent]

The Internet went on the 26th June one afternoon. Rebooted the router, checked the line etc. The Wi-Fi light and power light are on but the broadband light is off.

Made sure the broadband cable was plugged in, replugged it in and still the same issue.

Leaving the router off now overnight in the hopes that it fixes itself before I test on a different router to see if the 7 year old router decided to kick the bucket (why Sky does not send out new routers after 5 years I have no idea).

[Daniel0210]

@ImperialAgent 

If it's been down for four days what did Sky say when you reported this? 

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates apply from 01/04/24 of £9.76 per day).

[Chrisee]

@ImperialAgent sounds like an issue with your line which wont get fixed until somebody reports it. So unless tge conn ection test in the My Sky app tells you Sky are aware its down to you to givecthem a ring.

[RheaD1]

Hi,

I've been experiencing the same issue for the past 6 hours. It's quite frustrating. 

Has anyone been able to resolve this? 

[Oggi24]

I've now got this issue, however the day before I had decided to switch to BT, not due to switch over until 30th this month, All Green Lights and no internet, done all the checks, hard reset the lot but nothing is working, I find it to be a massive coincidence if the router has failed a day after saying I'll be switching to BT

[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.

[Hew2]

Thanks, but no fix. I suspect a problem with connection to the house, and nothing I can do ( it was all working fine and just dropped). Sky are impossible to contact, so I give up.

[caesarome]

@Hew2 

What was the result of the broadband line test you ran ?