Sometimes the quickest way to find the problem is to look at what happens when you test different devices.

What you see	What to check next
No devices can get online	Sky Service Checker, Hub and broadband connection
One device cannot get online	Check that device
Wi-Fi network is missing	Check the Hub and Wi-Fi
Devices connect to Wi-Fi but have no internet	Check broadband connection and Service Checker
Ethernet works but Wi-Fi does not	Investigate Wi-Fi
Broadband keeps dropping	Check connection stability and Hub
Hub lights look unusual	Check the guide for your Hub model
New Copper/Part Fibre connection is changing during first 14 days	Sky’s initial connection testing may be involved

The important thing is not to assume the cause before testing.

What if Sky says there is no outage?

This is a common question.

A service checker showing no known problem does not automatically prove that everything is working at your home.

There could still be a problem with:

Your individual broadband connection
Your Sky Hub
Your cables
Wi-Fi
One device

Run the available connection checks and compare more than one device.

If several devices still cannot access the internet and the problem continues, Sky may need to investigate the connection.

When should you contact Sky?

You should consider contacting Sky if:

Your broadband remains completely unavailable.
Sky’s checks identify a fault.
Several devices remain offline.
Restarting the Hub has not helped.
The problem keeps returning.
You have checked the Hub and connections but still cannot get online.
You have completed the available troubleshooting steps and the problem continues.

Before contacting Sky, it can help to note what you have already tested.

For example:

“My phone and laptop both connect to the Wi-Fi, but neither can access the internet. I restarted the Hub and checked the Service Checker.”

That gives support a much clearer picture of the problem.

Common Sky broadband problems

Here are some of the most common situations covered by this guide:

Sky broadband not working

Check the Service Checker, Hub and connection first.

Sky internet not working

Test another device to see whether the problem affects the whole home.

Sky broadband keeps dropping

Look for a pattern and check whether Ethernet and Wi-Fi are both affected.

Sky Wi-Fi not working

Check whether devices can see and connect to the Sky Wi-Fi network.

Sky Wi-Fi connected but no internet

Check whether other devices have the same problem and investigate the broadband connection.

Sky broadband problem in my area

Check Sky’s Service Checker for known service problems.

Frequently asked questions

Why is my Sky broadband not working?

Start by checking Sky’s Service Checker and then test another device. If several devices cannot access the internet, check your Sky Hub, its cables and the broadband connection. Sky also provides connection diagnostics for broadband problems.

How do I know if Sky broadband is down?

Check Sky’s Service Checker for your broadband service. It can show service status and allow you to run fresh checks on your Sky products.

Why is my Sky internet not working but Wi-Fi is connected?

Your device can be connected to the Sky Hub over Wi-Fi without having working internet access. Test another device. If several devices have the same problem, check the Sky Hub, Service Checker and broadband connection.

Why does my Sky broadband keep going off?

Repeated dropouts can have different causes, including a broadband connection problem or Wi-Fi problem. Check whether all devices are affected and whether the Hub lights change when the connection drops.

If you have recently started a Copper or Part Fibre Sky Broadband service, Sky says the first 14 days can include connection testing and optimisation, during which speeds can vary and the connection can drop in and out.

Should I restart my Sky Hub?

Yes, restarting the Hub is a reasonable early troubleshooting step. Sky’s own troubleshooting guidance recommends switching the Hub off at the mains and switching it back on, allowing a few minutes for the connection to return.

Why is only one device having problems with Sky broadband?

If other devices work normally, the problem may be specific to the affected device or its Wi-Fi connection. Check the device’s Wi-Fi settings, disconnect and reconnect to the network, and restart the device.

What do the lights on my Sky Hub mean?

The meaning depends on which Sky Hub you have. Sky provides separate information for different Hub models, including the Sky Max Hub, Sky Broadband Hub, Sky Q Hub and Sky Hub.

Related Sky guides

If your problem is more specific, these guides may help:

Sky Wi-Fi Not Working? What to Check First
Sky Wi-Fi Connected but No Internet? What to Try
Sky Broadband Keeps Dropping: How to Find the Cause
Sky Hub Lights Explained: What Each Light Means
How to Restart or Reset Your Sky Hub Safely
Sky Broadband Problems in My Area? How to Check for an Outage
Sky Broadband Is Slow: How to Check Your Real Speed

About TelecomHub

TelecomHub is an independent UK website providing practical guides for broadband, Wi-Fi and mobile problems.

We are not Sky and are not affiliated with Sky.

Our guides are written to help readers understand common connectivity problems and work through sensible troubleshooting steps before deciding whether they need further support.

Where provider-specific information is important, we check the relevant provider’s official help information.

Sources and verification

The Sky-specific information in this guide was checked against Sky’s current help information, including its Service Checker, Hub-light guidance, broadband troubleshooting information and guidance for new Copper and Part Fibre connections.

Last verified: September 2026

Sky broadband problems: what the results tell you