WiFi not working

[Kiki6]

I have no WiFi, did a check online and sky is telling me there's no problems although the sky box and sky glass cannot connect?

[Daniel0210 · Accepted solution]

@Kiki6 
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).

Use this link to check to see if there are any broadband issues or outages nearby (even if you’ve already tried it)
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.
Note: It doesn’t necessarily disclose a problem immediately and it takes a little while to update so perhaps retry 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 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.

[SootyBlue]

Same issue here this morning.

[Daniel0210]

@SootyBlue 

Same advice applies. 

[SootyBlue]

Solved! There had been a power outage which had lasted long enough for the sky router  to factory reset itself. When power was restored the broadband reconnects automatically but WiFi had gone back to its default (original) pass key. All the devices were set to our new password so had to change router settings to bring it back into line with everything else. Sky Q and booster boxes were also a total pain to reset and link up again, but that's another story.