Sky Hub white light but broadband not connecting

[Nicola40]

Since the early hours of today we are unable to connect to the internet even though the Sky Hub has a white light. All devices have been reset and the online checker shows good service to the house. Please help urgently as all devices are unable to be used (TV and mobile devices). Thanks

[Chrisee]

@Nicola40 Sky have recommended turning off the hub for an hour which should reset the connection. The issue is with a fault on Sky's servers which do get fixed but it takes a while.

[Nicola40]

Thank you - trying this now 

[Nicola40]

@Chrisee - Thank you for your advice but this hasn't work after an hour and a quarter.

I would really appreciate any other ideas as we have no TV (all wifi) and no ability to work from home tomorrow.

PLEASE HELP!!!!

Nicola

[Chrisee]

@Nicola40 I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

You are buying a domestic service and the fact you use it to work from home does not increase the priority if this is a line issue.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Nicola40 to chat.

[Nicola40]

Thank you @Mr+Flibbles+86  - no response on the chat since you sent this message. I've messaged several times so far 

[Mark+Inch]

You might as well stand on your head for an hour for all the difference switching off will do. As far as I can see the upgrade SKY carried out on their networks last week resulted in the White SKY Max hubs failing. They either need to roll out a firmware fix for the hub or roll back their upgrade. Until such times as this happens the hub is redundant. I've had no service for six days and all I get from SKY is 'we're working on it'. 

[Darren+Beavis]

Im in exactly the same position and no one from Sky seems able to help.

[kyekian]

Our Sky Max Hub is showing a white light but no WiFi. Speed checker shows good speed to hub. It's been lagging/losing connection really bad over past few weeks..

[Nicola40 · Accepted solution]

Looks like the network team at sky have resolved the issue as we are back online. I assume a DNS issue and they patched it. Hope everyone is now back up and running!

[Mark+Inch]

Yes all back online!

[PauliG1]

Sky team - we have exctaly the same issues as mentioned above.  A Sky engineer quite openly admitted to us on a phone call that this is an ongoing problem with the these latest routers.  Without internet use it is incrediably frustrating and infuriating that we are paying for this service yet no one at Sky has the answers and cannot provide a route that can be exchanged.  Please can Sky confirm how to remedy this, if not, then we will be canelling the service with Sky with immediate effect, and go back to our previous service provider.  Not good!!

[Maserati08]

I’ve had 3 engineer visits and another due next week ref white router coverage and continual dropping. Can anyone recommend another provider as we can’t carry on like this, notwithstanding that we’re paying more for this router than the old black one?