@LaurenE+T Can you please run the broadband test, 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.
When the service check completes and if it comes back with all looks good can you click on the broadband tab to get a more up to date test done on your broadband to see if it will let you book an engineer or give you further information why your broadband is not working.
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