Service Checker says all OK but internet down and test run by 150 confirms issue

[veecaa]

I can't use the WiFi. Laptop won't connect to internet. Service checker sees no problem but 150 days issue with home setup. 72 hours for a response. Urgent issue though as I have a proctored exam course tomorrow. It's government course requirements mean I am monitored as I sit the course. Must be online with webcam. I've followed every step possible to resolve myself. Reset and unplugged everything. My network with 5g extension has disappeared. Tried non 5g but won't connect to internet. Intermittent orange light on voice for black hub. Intermittent no light on communication for white hub. No idea how to get this escalated due to the course urgency. Any help appreciated 

[Chrisee · Accepted solution]

@veecaa you have bought a domestic connection from Sky which sets the standard for the repair SLA if you require quicker repairs you will need to buy a business connection which will cost significantly more. The service checker reports the results of a regular test -if you look it tells you when it was run-  so wont pick up a recent change but if you click through on the Broadband link it should tell you more.

5g has nothing to do with your Sky network as 5g is a type mobile service. Suspect you mean 5GHz WiFi signal. WiFi in your home is outside Sky's control but the forum can help. However as you have an exam coming up if at all possible connect the laptop or PC you will be using byvan Ethernet cable as thst removes a huge variablecwhich is WiFi in your home. Any high priority task is far better done using a hard wired device WiFi is great for leisure use.

[veecaa]

Thanks. I'll try that next time.
5g - Sky engineer had previously set me up with a second network and added suffix _5g to identify it. Assumed it was relevant. That network option no longer appears