WiFi has gone down just a few hours after coming back online

[lwwheatley]

Our WiFi went down at about 3am on Thursday. We were then without it until 2:30pm on Monday (today), and now as of 7:30pm it has gone down again. What's going on? Located in Essex

[Daniel0210]

@lwwheatley 
Wi-Fi and broadband are different. Wi-Fi is the wireless connection between your hub and your devices. Broadband is the internet connection provided by your ISP (Sky).

Even if you’ve already tried it use this link to check to see if there are any broadband issues or outages nearby ~ (it doesn’t necessarily disclose a problem immediately and it can take an hour+ to update so perhaps try it again later).
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

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

Working from home; 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.

Bad weather; Adverse weather can also impact your broadband.

[lwwheatley]

Hi Daniel, thanks for the info. I went through the service checker and it just came back saying that it couldn't run any tests right now. To be specific, I have the sky broadband hub (the black rectangular one) and the lights were as follows: power green, internet off, wifi green, voice orange. It says now that there aren't any issues in my area which was the case before, so I guess this means that it's my hub in particular that's having issues. Would you recommend contacting sky to try and get it fixed? 

[caesarome]

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@lwwheatley wrote:

Would you recommend contacting sky to try and get it fixed? 

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As there is clealry an issue somewhere then I would try that if the tests are not helping as the internet light not being lit is the issue.

[lwwheatley]

Thanks for the help mate. I don't have sky for anything except the broadband, what's the best way to contact them? And any tips on particular things to mention to them?