WiFi not working

[El23]

Hi. I've switched to sky a few months ago, and the WiFi started off well, now it's just not working.

I've now used all my mobile data. It says that it's connected, my devices show full WiFi, and a test said there's no problems. 

ive tried all the troubleshooting steps too.

[Daniel0210]

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@El23 wrote:

ive tried all the troubleshooting steps too.

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@El23 
If you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
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 good 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 call 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

For customers working from home please remember that Sky Broadband is a domestic service so you won’t receive any quicker or extra support.

[El23]

Hi! Thanks for getting back to me.

I've run both of those tests and they don't seem to have any problems - none reported in area either. 

I don't have a home phone, and when I called sky the automated service also only got me to do the tests. 

[Daniel0210]

@El23 
Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.