Anyone who spends 5 minutes browsing the forum will have seen posts where customers complain that they have lost connection but the service checker in the My Sky appp or website is saying all is well so is "lying" to them.
I had an opportunity to test the service checker myself yesterday as just after lunch my full fibre connection went down. The Sky Max hub went from showing a white light to a slowly flashing green and the PON light on the ONT unit was also flashing green. This was the third or fourth time recently that my line had shown the same fault which an Openreach engineer had previously identified as an exchange issue. I was busy but after swearing a bit I ran the Service Checker in the My Sky app using a mobile connection which predictably told me there was no issue. As I wanted to finish my task I switched to using my phone's hotspot.
Roughly 45 minutes after the line drop I ran the checker again and this time it picked up the fault took me through some sensible troubleshooting steps including restarting the hub and the ONT and then offered to book an engineer's appointment. It offered a remote check rather than a home visit as in my case it is almost certainly an exchange issue. This saved me the inconvenience of calling Sky. As it happened an hour later the service came back up on its own..
Having had an opportunity to discuss the way the service checker works with Sky previously I was aware that it takes up to an hour to pick up a line loss as it relies on whether the hub has a current lease to Sky's server which renews every hour. So if you are patient it can offer useful help just dont expect it instantly know the line has dropped.
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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
