Troubleshooting Guide // Sky Broadband

Sky: "Connected but no Internet" Fix

5 min read Updated Dec 19, 2025 By Hasnaat Mahmood

Expert Insight

Ties reporting in! There is nothing worse than the "Connected, no internet" message. It means your phone is talking to the Sky Hub, but the Hub isn't talking to the outside world. This is rarely a broken router; usually, it's an authentication timeout or a DNS glitch. Let's get you back online.

1. Check Service Status

Before you start unplugging cables, verify that Sky isn't down in your area. If the exchange is down, no amount of router resetting will fix it.

Action: Turn off WiFi on your phone and use 4G/5G data.
Go to: Sky Service Status Page.

2. Read Your Sky Hub Lights

The lights on your Sky Hub are the best diagnostic tool you have. Look at the front of your router and compare it to this guide:

Power Light

Should be: Green.
If it is flashing amber/white, the router is still booting up. Wait 2 minutes. If it is solid red, the router has a hardware fault or is overheating.

Internet Light

Amber/Orange: The router sees the line but cannot log in. Usually requires a 30-min reboot.
Off: No connection to the wall. Check cables.
Green: Connected. If you still have no net, see Step 5 (DNS).

Voice Light

Amber is Normal.
Unlike the internet light, an amber voice light is standard behavior if you aren't currently on a call. Don't panic about this one.

3. The 30-Minute Power Cycle

This is the most important step for Sky Broadband. A quick "off and on" usually isn't enough because Sky's servers hold your "session" active for about 20 minutes.

You need to force a Session Timeout at the exchange level.

Unplug the Sky Hub from the mains power wall socket.
Wait a full 30 minutes. Go make a coffee. This allows the capacitors to drain and the server session to expire.
Plug back in and wait 5 minutes for the lights to turn green.

4. Check Your Setup (ADSL vs Fibre)

The physical fix depends on which broadband package you are paying for. Determine your setup below:

Feature	Standard / Superfast (Copper)	Ultrafast / Gigafast (Full Fibre)
The Wall Socket	Phone Master Socket	Openreach ONT (White Box)
The Cable	Grey DSL Cable (Purple ends)	Ethernet Cable (Red ends)
Critical Check	Ensure Microfilter is used (unless socket is pre-filtered).	Check PON Light on the white wall box (must be Green).
If Light is RED	Unscrew faceplate, try "Test Socket" inside.	LOS (Loss of Signal) means cut cable. Call Sky.

5. Advanced: The "DNS" Glitch

If your Internet light is GREEN but websites won't load, Sky's DNS (Address Book) server might be hanging. You can bypass it by forcing your device to use Google's phonebook instead.

iPhone / Android

Go to WiFi Settings > Tap 'i' or Gear icon next to Sky > IP Settings > DNS. Change from Automatic to Manual. Enter 8.8.8.8.

Windows PC

Control Panel > Network > Change Adapter Settings > Right-click WiFi > Properties > IPv4 > Use the following DNS: 8.8.8.8.

6. Check "Sky Broadband Shield"

Occasionally, Sky's safety filter malfunctions and blocks everything because it thinks the whole internet is "unsafe."

The Test: Log in to sky.com/shield using your mobile data (4G) and turn the shield OFF temporarily. Reboot your router and try again. If it works, you can turn the shield back on to "18+" later.

Summary Checklist

Did you try everything?

If you have followed these steps and the light remains amber or off, you likely have a line fault requiring an engineer.

Checked Service Status on 4G.

Performed 30-minute Power Cycle (Crucial).

Full Fibre Users: Confirmed PON light is green on Openreach box.

Copper Users: Tested connection via the Master Test Socket.

Frequently Asked Questions

Why is my Sky internet light orange/amber?

An amber internet light means the Hub detects a physical connection to the cabinet, but it cannot authenticate with the Sky servers. This is usually a software timeout, which is why the 30-minute unplug method works best.

Do I really need to wait 30 minutes?

Yes. Sky servers use a "DLM" (Dynamic Line Management) session. If you plug it back in instantly, the server thinks your old session is still valid but "hung." Waiting 20-30 minutes forces the server to kill the old session and accept a fresh login.

What does the flashing voice light mean?

If the voice light flashes amber, the VoIP (Internet Calls) system is initializing. If your internet works but voice is flashing, your broadband is fine but the phone line part is still registering. This can take up to an hour after a reboot.

How do I contact Sky if this fails?

You can dial 150 from a Sky landline/mobile for free. Alternatively, use the "My Sky" app on your mobile data to run a line test, which can book an Openreach engineer automatically if a fault is found.

Final Thought

Most Sky connection issues are solved by the "30-Minute Rule." It requires patience, but it saves hours of sitting on hold with customer support. If you see a Red "LOS" light on your Full Fibre box, however, don't wait—call Sky immediately as your cable is physically broken.