WiFi down but your tests say it’s fine

[JB153]

WiFi has gone down but your service checker and tests all say it's fine?

[Daniel0210]

@JB153 
This is a customer ➡️ customer discussion forum where we try to help other Sky customers. You aren’t speaking to Sky staff by posting on here.

You can use this link to check to see if there are any broadband issues or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update so perhaps try again an hour or so later).

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

wfh: Remember Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

[JimM1]

@JB153 If the lights on the hub say's it's down then use those rather than a software test getting it right.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start