Sky hub is on but no internet connection

[sali_del]

Main question: Is there a problem with Sky internet service?

Firstly, l have read the discussion and same issue about no internet connection and did try the solutions (unplugged and restarted) but no successful.

Sky Hub is on, but the internet icon shows no light (not white, amber or red) But actually, l noticed the solid amber was on for few minutes and then no light.

I wonder if Sky hub with internal component is partly damaged or possibly not compatible with latest version of internet data communication or something else?

Note that l cannot check the service status via app or browser because my brother has a main sky account ID (he is away from home, I will ask text him later)

What should l do if not resolving?

[caesarome]

@sali_del 

You will have to find out the ID details as you will need to run these lines tests.

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.

[sali_del]

I will try with test.

Another question, l forgot to mention about Sky Hub model. It is old since 2016. I read the other posts and l think l will need to have a new router, is that right? 

[Chrisee]

@sali_del Sky are running a project to replace the old flat Q style hubs and any even older models out therebut due to the several million units involved they are contacting customers by email in batches. They ask customers dont call in unless their current hub is faulty and wait to be contacted.

There are several reasons for the switch but the main one is new refulations on internet security and easily guessed passwords which affects these older hubs who all have a fixed admin password of sky.

While the hub you will be sent does have better wifi range it wont connect any faster to the line

[sali_del]

Now, internet is working.

An enginner found the issues on cable within a local exchange that it is damaged. He replaced it.

I still will need to monitor the internet connection for another weeks. I am sure it is working. 

Anyway, thanks for responded.

[sali_del]

My internet is working with same router (Sky Hub) . It was problem with cable within a local exhange. 

Thanks for your information about changing router/model. I will check it in a near future.

[Frustrated123]

I am having the same issues.3 days in no broadband light on hub.. now no tv no phone. Ran all the checks.. says all is fine!! Spoken to sky twice to be fobbed off.. bought a new hub online and same issues

[sali_del]

I assume that you have tested a broadband via sky app/online and it said it is all ok. I am unsure why your internet connection is not working. What about technical team to check your broadband from centralied Sky/BT to your home to see any network communication issues? I know that you have already spoke to them but I suggest that you need to raise a ticket form (technical/support team).

Furthermore, if techincal team confirmed that it is all fine by testing a broadband (using their advanced software online), you may need to restart Sky Hub device and unplug/plug cable to perform it. And also, the socket might be changed (depends on your type of connection in between fibre cable and router device), enginner will check this.

Hope it helps.

[Frustrated123]

Yes all was checked

I explained on monday I believed it was a line fault but ignored

Now Phone line fault is showing but no engineers available

My LG on chemo and very poorly and can't even get service to call an abulance