Sky Broadband Connected but No Internet? How to Fix It

Start with another device and a different website

A device can connect to your hub’s Wi-Fi even when the hub cannot reach the internet. The Wi-Fi symbol alone does not tell you which part has failed.

Try another phone or laptop on the same network, then open a couple of unrelated websites. When testing a phone, temporarily turn mobile data off so it cannot quietly switch away from the failed Wi-Fi connection.

When nothing works

Check the Sky hub and incoming connection

I’d check these before changing passwords or buying Wi-Fi equipment. If every device has lost internet access, the fault may be at the hub or beyond it.

1. Run Sky’s connection check

   Open Sky’s Service Checker. Use mobile data if necessary, and follow any fault advice. If the checker will not load, that alone does not establish whether your broadband is working.

2. Check the power and cables

   Make sure the hub has power and its cables are firmly connected. Check both ends of the incoming connection, especially if equipment was recently moved or replaced.

3. Restart the hub once

   Turn the hub off at the mains, wait around 30 seconds, then turn it back on. Allow a few minutes for it to reconnect before testing again. This is a power restart, so leave the reset and WPS buttons alone.

4. Read the lights for your model

   Use Sky’s hub-light guide; light meanings vary by model.

5. Try Ethernet if you can

   Connect a computer directly to a LAN port on the hub and turn that computer’s Wi-Fi off. If browsing works over the cable, focus on Wi-Fi or any mesh units. If it fails too, the problem is wider than wireless coverage.

Our Wi-Fi versus Ethernet guide explains the difference. Test at the main hub first, rather than through a booster, powerline adapter or separate switch.

If Ethernet works but Wi-Fi fails only in distant rooms, try our router placement guide. Moving the hub will not repair an incoming broadband fault.

When other devices work

Fix the connection on the affected device

If another device browses normally on the same Sky Wi-Fi, start with the device that cannot connect. Restarting the whole household’s connection is unlikely to be the most useful first move.

• Reconnect and restart. Turn Wi-Fi off and on, then restart the device. Check that it joins your own network rather than a guest network, old hotspot or nearby booster.
• Forget the saved network. If reconnecting does not help, forget that Wi-Fi network and join it again. Have the correct password ready first.
• Review recent changes. A VPN, manual proxy or custom DNS setting may affect the connection. If you changed one, try returning it to its previous working setting. Ask IT before changing a managed work device.
• Use the device’s diagnostics. Windows has a network troubleshooter. For a phone or tablet, follow the manufacturer’s connection guidance before resetting all network settings.

A network-settings reset can remove saved Wi-Fi details and VPN settings. Keep it for later, especially on a device configured by an employer or school.

When most of the internet works

Check the app, website or Sky TV box separately

If most sites load, your broadband is carrying internet traffic. Try the failing service in another browser or on another device. Check whether the service has reported a problem, and restart or update its app where appropriate.

If a Sky Q box, Sky Glass or Sky Stream fails while phones and laptops work, check that TV device’s connection. Its error does not establish that the whole broadband service is down.

A specific blocked-content message may point to a filtering rule rather than a connection fault. Review the relevant account or device settings. If many websites fail by name while other online activity works, DNS is another possibility, but changing DNS blindly can obscure the original problem.

Should you factory-reset the Sky hub?

Not as the first step. A restart simply powers the hub off and on; a factory reset returns settings to defaults. It can mean reconnecting devices and setting up your preferences again, without fixing a network outage or damaged line.

If you have just joined or moved home, check the confirmed activation date too. A hub broadcasting Wi-Fi does not mean the new broadband service has been activated.

If the checks do not fix it

Report the fault to Sky with the results

If several devices still cannot browse after the checks above, contact Sky to report the fault. Keep these details ready:

When it started

The approximate time, whether it is constant or intermittent, and whether anything changed beforehand.

What you tested

Which devices failed, whether unrelated websites failed, and whether Ethernet behaved differently from Wi-Fi.

What the equipment shows

Your hub model, its light pattern, and any labelled ONT indicators if you have full fibre.

What Sky’s checker reported

Any error, fault reference or repair update, plus the restart and cable checks already completed.

Sky handles the fault report and can arrange network investigation where needed. Our guide to the networks Sky Broadband uses explains why the company maintaining the line may differ from the provider on your bill.