Wifi issues

[Alison166]

My wifi has just dropped off for an hour now. I have tried rebooting the router and the box on the wall. It was only installed/updated on the 17th December!! All the checks on the app say there are no known isses and my connection is working, but its not and the router has no middle light and the LOS light on the box on the wall is red..

[caesarome]

@Alison166 

If your ONT shows a red light then have a read of this:
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

If nothing there helps then the first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If there isn't 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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

[C.evans3]

Our TV is down too. It's so bloody annoying 

[JimM1]

@C.evans3 For the same reasons as the post? If so also see the help link below!

Can't connect to broadband and have a red light on your ONT

[Alison166]

Thank you for this. I tried all this and followed all the steps online and in the app. 
Apparently the LOS light red means that this is an external problems so there isn't anything I cam do and need an engineer. It's annoying as they cannot come until Monday!! I know it's Christmas but literally everything in the house relies on broadband, i would have thought that some engineers would be on call for this kind of issue.. and my understanding is that since they started "upgrading" the fibre cables this is a frequent problem that customers have, I never had any issues before the "upgrade" and I am not trusting now of this. Good job I am not working from home until Tuesday! Its terrible service really. 

thanks again 

[JimM1]

@Alison166 Correct, the LOS is the worst one to have as there is NO light on the Fibre or it got so weak in strength to trigger the Alarm side off the ONT, so can be a Fibre problem or an Exchange issue and it will take an OR Engineer to sort it out if when powered off for a minute back on again and does jump back to Red.... Out is the default and good condition for the LOS!