Wi-Fi connection but no internet connection

[RH_200]

The router shows green light on for Wi-Fi but no light on for internet. I have done all the disconnecting and connecting from the router and plugs , tried the online service to help fix the problems but nothing is working. 

[Highlinder]

@RH_200  Your broadband is down, how long has this been going on today? If it is more than an hour can you follow the directions below.

Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[RH_200]

Thank for your reply,

ive run the status check several times, this issue has been ongoing since early morning, since around 7am when we first woke up and noticed.

i ran the check again and it says good broadband connection but for wifi, it simply says: 

Your WiFi isn't showing any info

ive disconnected everything, plugged everything out and in again and again, left everything powered off for an hour, done 2 factory resits, still no internet. And the status check doesnt allow the option to contact an engineer, simply no 'wifi info' 

please help