WiFi is showing but not working

[EmilyHP1]

I have the green LED on my box and the diagnostic scan says everything is ok. But I have no WiFi that I can use, on my tv, phone or laptop. 

[Highlinder]

@EmilyHP1 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.

[Lesley90]

rhis is the exact problem that everyone in sky in my village is having!

all checks that we can eun show no issue but we have no WiFi 

We also have poor mobile signal so cannot even call for help - I've had to go for a walk to even be able to sign in to my account!

[Ln6]

I'm having exactly the same issue. Have rebooted, unplugged and reconnected a number of time but wifi still keeps dropping out. Service checker says everything is working fine.

[EmilyHP1]

Unfortunately, I've done this a few times now. It's showing green and no issues but still have no internet 

[Highlinder]

@EmilyHP1 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @EmilyHP1 to chat.

[EmilyHP1]

Spoken to sky. Did lots of different resets but in the end the technical department did something behind the scenes, I then did a reset and all is working. Very helpful lady on the phone. Thank you all for your help!

[Ali87]

I'm having the same issues and sky saying cannot help until 17/9 under WiFi guarantee!! How is that a guarantee if I have to wait 11 days! Unable to work and no TV as sku glass 

[PieterR]

Afternoon - am having the same issues so wonder what is the best avenue to get this resolved with Sky, please?

[Grace+Fell]

Exact same symptoms as me.

green lights on router, diagnostic tool says everything fine.  All devices can connect to the router but all say 'no inyernet'.  I've tried calling for support but can't beat the call routing!  Help please?! ....

[defector16]

Same problem here in Hertfordshire, been having problems since Monday when vast area was down, gone through checks and everything, have got green lights on and saying broadband ok.Got through to sky technical dept last night and was told to hold esp button in for 3sec, should flash orange then go to green internet came back, was ok until this afternoon same problem but couldn't get it back on, another call to sky I think 

[Grace+Fell]

Update: I've finally managed to get through the labyrinth telephone system and spoken to someone. Advised to press Reset (confirmed I've already done several times) advised to run diagnostics (confirmed I've already done several times).  'Technician' said he'd be sending an engineer and the first available slot is in SEVEN! days.      Awesome....

[defector16]

Turned tv on earlier this evening still internet down, pressed home button on sky stream remote and picture came on, very weird will try again tonight.

[Grace+Fell]

Still not working!