SKY BROADBAND CONNECTED BUT NO INTERNET?

1) CHECK FOR A SKY OUTAGE FIRST

Before you start unplugging things, check whether there is a known Sky fault in your area. This is the step that saves the most time.

Use Sky Service Status or sign in to the Sky Service Checker. If Sky is already showing a local problem, you have your answer straight away.

2) RESTART YOUR SKY HUB PROPERLY

A restart clears a lot of temporary faults, but it needs a proper power cycle rather than a rushed flick off and on.

Turn the hub off at the mains. Wait for the lights to go out. Leave it for a short moment, then turn it back on and give it a few minutes to reconnect fully.

If the internet returns, great. If not, the next step is to use the lights on the hub as a clue instead of guessing.

3) CHECK THE HUB LIGHTS

Your Sky hub lights usually tell you whether the problem is power, startup, connection, or something else in the chain.

If the lights are all off, think power first. If the internet light is flashing amber for a long time, the hub is trying to connect. If the WiFi seems fine but there is still no internet, the hub may be broadcasting a wireless signal without actually reaching the outside network.

Sky’s official hub lights guide is here: Lights on your Sky hub explained.

4) CHECK THE POWER, CABLES AND SOCKETS

Loose cables cause more problems than people expect. Check the power lead, broadband cable and socket connection at both ends.

If the hub has been moved recently, or something has been cleaned or rearranged, push every cable in firmly again. Also check that the wall socket or extension lead is actually working if the hub lights are off or behaving oddly.

5) USING A PHONE SOCKET? CHECK MICROFILTERS

If you are on an older phone-line based setup, microfilters still matter. Each phone socket in use should have the correct microfilter fitted, otherwise broadband can become unstable or fail to connect.

If you have a splitter, it should go into the microfilter, not straight into the master socket. It sounds minor, but Sky’s own setup help highlights this because it genuinely causes connection problems.

6) FULL FIBRE? CHECK THE ONT AS WELL

If you have Sky Full Fibre, the hub is only part of the setup. You also need the Optical Network Terminal, usually mounted on the wall where the fibre enters your home.

If the ONT is not powered properly or is showing a fault, your devices may still connect to the WiFi signal from the hub, but there will be no actual internet access. That is why “connected but no internet” is so common on fibre faults.

If you are not sure what the ONT is or what to look for, Sky’s help page is here: Optical Network Terminal help.

7) TEST ANOTHER DEVICE

This is one of the most useful checks in the whole process. If one phone or laptop says connected but no internet, try a second device on the same Sky connection.

If the second device works, the broadband service is probably fine and the real problem is on the original device. In that case, forget the WiFi network, reconnect, restart the device, and check for things like flight mode, saved network issues or device-specific settings.

If every device has the same problem, the fault is much more likely to be with the hub, line or Sky service itself.

8) TRY A FEW WEBSITES AND APPS

Sometimes it is not your internet connection at all. It is just one website or one app refusing to load.

Open a few different websites and try a couple of apps that need the internet. If some work and others do not, the issue is probably narrower than a full broadband outage. That changes the fix completely.

9) CHECK WHETHER A VPN IS THE REAL ISSUE

If you work from home, do not overlook your VPN. A VPN can make it look as though the internet is down when the actual broadband connection is still working.

If websites or work tools only fail while the VPN is on, turn it off briefly and test again. If everything suddenly works, the problem is likely with the VPN connection, your work security policy, or a specific app rather than Sky Broadband itself.

10) ONLY RESET THE HUB IF NOTHING ELSE HAS WORKED

A reset is more drastic than a restart. It can help if the hub settings have gone wrong, but it is not the first thing to try.

Use the reset button on the back of the hub and hold it for the amount of time Sky recommends for your model. Then wait for the lights to return to normal.

One important detail: a full reset puts the WiFi password back to the default details shown on the hub, so any devices using a custom WiFi password may need reconnecting afterwards.

11) CONTACT SKY IF THE PROBLEM STILL ISN'T FIXED

If you have checked Service Status, restarted the hub, checked cables or microfilters, looked at the ONT, tested more than one device, and the connection still is not working, it is time to get Sky involved.

At that stage you have already done the sensible home checks, which makes the support conversation faster. Have the hub light behaviour, your postcode, and a quick summary of what you have already tried ready before you contact them.

COMMON SYMPTOMS: WHAT THEY USUALLY MEAN

Click a symptom below for the most likely cause and the best next step.