If you are searching for Sky troubleshooting WiFi, Sky Wi-Fi problems, or simply Wi-Fi not working, the checks below will help you identify whether the issue is your device, Hub, Wi-Fi or broadband connection.

Before changing advanced settings or resetting your Hub, a few simple checks can help you work out what is actually causing the problem.

This guide explains what to check when Sky Wi-Fi is not working, including what to do when your Wi-Fi network is missing, one device will not connect, or several devices are affected.

Quick Fix

Quick Fix: Check whether other devices can connect to your Sky Wi-Fi. Then check Sky’s Service Checker and restart your Sky Hub. If several devices cannot connect, the problem may be with the Hub, broadband connection or a wider service issue. If only one device is affected, the problem may be with that device or its Wi-Fi settings.

1. Check What Is Actually Not Working

The first step is to work out whether you have a Wi-Fi problem, a broadband problem, or a problem with one device.

These can look very similar at first.

For example, your phone might show that it is connected to Wi-Fi, but websites may not load. In that situation, the Wi-Fi connection between your phone and Sky Hub may be working while the broadband connection to the internet is not.

On the other hand, your device might not be able to connect to the Sky Wi-Fi network at all.

Start by asking:

Can you see your Sky Wi-Fi network?
Can your device connect to it?
Can another device connect?
Can connected devices access websites?
Are several devices affected?
Is the problem happening throughout your home?

These answers will help narrow down the cause.

2. Check Whether Your Sky Wi-Fi Network Is Visible

Open the Wi-Fi settings on the affected phone, tablet or computer.

Look through the available networks and check whether your Sky Wi-Fi network appears.

If your Sky Wi-Fi network is visible

Select it and try connecting.

If the device connects successfully but websites do not load, you may have a Wi-Fi connected but no internet problem rather than a basic Wi-Fi connection problem.

If you cannot connect at all, continue with the checks below.

If your Sky Wi-Fi network is not visible

Move closer to your Sky Hub and check again.

If the network is still missing, check the Hub itself.

Make sure:

The Hub is switched on.
The power cable is connected properly.
The Hub has not been accidentally switched off.
There are no obvious cable problems.
The Hub appears to be operating normally.

The exact lights and behaviour can vary between Sky Hub models, so check Sky’s official Hub guidance for your particular model.

Sky Hub lights explained:

3. Connect Another Device

One of the most useful tests is to try another device.

For example, if your phone cannot connect, try a laptop or another phone.

This helps determine whether the problem affects the whole Sky Wi-Fi network or only one device.

If another device connects normally

The problem may be specific to the original device.

Try restarting that device and reconnecting to your Sky Wi-Fi.

If no devices can connect

The problem may be related to your Sky Hub, Wi-Fi service, broadband connection or a wider Sky service issue.

Continue with the next checks before changing advanced settings.

4. Check Sky’s Service Status

If your Sky Wi-Fi is not working, check whether Sky is reporting a service problem before spending too much time changing settings.

Sky provides an official Service Checker that can be used to check your Sky Broadband service.

If Sky reports a problem affecting your service, there may be nothing wrong with your phone, laptop or Wi-Fi settings.

In that situation, changing the settings on individual devices is unlikely to fix the underlying service problem.

If no issue is reported, continue troubleshooting your Hub and devices.

5. Check Your Sky Hub

Take a look at your Sky Hub.

Check that it is:

Connected to power.
Switched on.
Connected to the appropriate broadband cable.
Showing its normal status.
Not showing an unusual light or behaviour.

Sky has different Hub models, so do not assume that the same light colour means exactly the same thing on every Hub.

For model-specific information, use Sky’s official Hub-light guide:

If the Hub appears to be working normally but your devices still cannot connect, continue with the next step.

6. Restart Your Sky Hub

A normal restart is one of the simplest things to try when your Sky Wi-Fi is not working.

Switch the Hub off or disconnect its power, depending on your Hub model.

Wait briefly and then reconnect it.

Give the Hub time to start up fully before testing the connection again.

Do not repeatedly switch the Hub on and off while it is starting.

After the Hub has finished restarting, try connecting your phone or computer again.

Restart or factory reset?

A normal restart is not the same as a factory reset.

A factory reset can remove settings and should not normally be your first response to a Wi-Fi problem.

Start with a normal restart and basic troubleshooting first.

7. Restart the Device That Cannot Connect

If your Sky Wi-Fi works on other devices but one phone, laptop or tablet cannot connect, restart the affected device.

After restarting:

Open the device’s Wi-Fi settings.
Make sure Wi-Fi is switched on.
Find your Sky Wi-Fi network.
Select it.
Enter the Wi-Fi password if requested.
Wait for the connection.
Try opening a website.

A temporary problem with the device’s network connection can sometimes clear after a restart.

8. Check Your Device’s Wi-Fi Settings

If the device still will not connect, check its Wi-Fi settings.

Make sure:

Wi-Fi is switched on.
Airplane mode is not enabled.
The device is not connected to another network.
You are selecting the correct Sky Wi-Fi network.
The saved Wi-Fi password is correct.

If the device remembers your Sky network but repeatedly fails to connect, you can try forgetting the network and connecting again.

9. Forget Your Sky Wi-Fi Network and Reconnect

If your device has saved an incorrect or outdated Wi-Fi connection, forgetting the network can sometimes resolve the problem.

The exact steps depend on your device, but the option is normally called Forget Network, Forget This Network, or something similar.

After forgetting the network:

Open Wi-Fi settings.
Search for available networks.
Select your Sky Wi-Fi network.
Enter the Wi-Fi password.
Connect again.
Test the internet.

If the device connects successfully afterwards, the problem may have been related to its saved Wi-Fi settings.

10. Is Sky Wi-Fi Not Working on Just One Device?

If your laptop and other phones connect normally but one phone cannot connect, the problem may not be with Sky broadband at all.

The affected device could have a network configuration problem.

Try:

Restarting the device.
Forgetting and reconnecting to Wi-Fi.
Moving closer to the Sky Hub.
Checking that Wi-Fi is enabled.
Checking for device software updates.
Testing the device on another Wi-Fi network if one is available.

If the same device works normally on another Wi-Fi network but not your Sky network, you have more evidence that the issue is specific to the device’s connection to your Sky Hub.

If several devices have the same problem, focus on the Hub, service status and broadband connection instead.

11. Sky Wi-Fi Connected but No Internet?

Sometimes the Wi-Fi itself is working even though the internet is not.

Your phone or computer may show:

Connected

or:

Connected, no internet

This means the device may have successfully connected to the Sky Hub, but the Hub may not currently have a working connection to the internet.

This is an important distinction.

Wi-Fi connection

Your device connects to your Sky Hub.

Internet connection

Your Sky Hub connects your home network to the wider internet.

If your device says Wi-Fi connected but no internet, check another device.

If several devices have the same problem, investigate your broadband connection and Sky’s service status.

For this specific problem, see:

Sky Wi-Fi Connected but No Internet? What to Try

This should be a separate TelecomHub guide targeting the wifi connected but no internet keyword cluster.

12. Check Whether Several Devices Are Affected

The number of affected devices can give you a useful clue.

Only one device is affected

The problem may be with that device or its Wi-Fi settings.

Several devices cannot connect to Wi-Fi

The Sky Hub or Wi-Fi service may need further investigation.

Several devices connect to Wi-Fi but cannot access the internet

The broadband connection or wider service may be the problem.

This simple test is useful because it prevents you from treating every Sky Wi-Fi problem as if it has the same cause.

13. Move Closer to the Sky Hub

Wi-Fi signal can become weaker as you move further away from the Hub.

Walls, floors, furniture and other objects can also affect the signal.

As a simple test, take the affected device into the same room as the Sky Hub.

Try connecting again.

If Wi-Fi works close to the Hub

The problem may be related to Wi-Fi coverage or signal strength in another part of your home.

If Wi-Fi still does not work close to the Hub

The problem is less likely to be caused simply by distance.

Continue checking the Hub, device and broadband connection.

Do not assume that you need new equipment until you have established what is actually causing the problem.

14. Check the Sky Hub’s Location

The location of your Sky Hub can affect Wi-Fi coverage.

For normal home use, avoid hiding the Hub inside a cupboard or placing it somewhere heavily enclosed.

Where possible, keep it in an open position with reasonable space around it.

If your Sky Wi-Fi is slow or keeps disconnecting in certain rooms, Hub placement and Wi-Fi coverage may be worth investigating.

However, if no devices can connect anywhere in the home, moving the Hub is unlikely to be the first thing to try.

15. Test the Broadband Connection

If you have a suitable Ethernet cable and a compatible computer or device, a wired connection can help separate a Wi-Fi problem from a broadband problem.

Connect the device directly to the Sky Hub using Ethernet.

Then test the internet.

If Ethernet works but Wi-Fi does not

This suggests the broadband connection may be working while the problem is more specific to Wi-Fi.

If Ethernet also has no internet

The problem may be related to the broadband connection, Hub or wider service.

You do not need an Ethernet cable to troubleshoot Sky Wi-Fi. It is simply another useful test if you already have the equipment.

16. Check Whether Sky Broadband Is Working

If both Wi-Fi and a wired connection have problems, check Sky’s Service Checker again.

You can also check whether the problem is happening across multiple devices.

At this point, you are trying to establish whether the problem is:

Your device.
Your Wi-Fi.
Your Sky Hub.
Your broadband connection.
A wider Sky service problem.

Sky’s official help centre provides additional troubleshooting information:

17. Do Not Factory Reset Your Sky Hub Yet

A factory reset should not normally be the first thing you try when your Sky Wi-Fi is not working.

Before considering a reset, check:

Sky’s Service Checker.
The Hub’s power and status.
Another device.
A normal Hub restart.
Your device’s Wi-Fi settings.
Whether forgetting and reconnecting to Wi-Fi helps.
Whether the problem affects Wi-Fi only or the broadband connection as well.

If the problem remains after these checks, use Sky’s official troubleshooting information or contact Sky through its official help channels.

What Your Results Tell You

By now, you should have a better idea of where the problem is.

What you find	What to investigate
Sky Wi-Fi network is not visible	Sky Hub or Wi-Fi
One device will not connect	Device or saved Wi-Fi settings
Several devices cannot connect	Hub, Wi-Fi or service
Devices connect but have no internet	Broadband or service
Wi-Fi works near the Hub but not elsewhere	Wi-Fi coverage
Ethernet works but Wi-Fi does not	Wi-Fi-specific problem
Ethernet also has no internet	Broadband, Hub or service
Sky reports a service problem	Wider service issue

These results are troubleshooting clues, not a guaranteed diagnosis.

When to Contact Sky

If you have checked the Service Checker, restarted your Hub and tested more than one device but the problem continues, you may need Sky to investigate the service.

This is particularly relevant when:

Several devices are affected.
The Hub does not appear to be operating normally.
Your internet repeatedly stops working.
Both Wi-Fi and Ethernet have no internet access.
Sky reports a problem affecting your service.
Basic troubleshooting has not resolved the issue.

When contacting Sky, explain what you have already tested.

For example, tell them whether:

One or several devices are affected.
The Wi-Fi network is visible.
The Hub has been restarted.
Other devices were tested.
Ethernet was tested, if available.
Sky’s Service Checker showed a problem.

This gives you a clearer description of the problem.

Sky Wi-Fi Not Working: Frequently Asked Questions

Why is my Sky Wi-Fi not working?

Your Sky Wi-Fi may not be working because of a problem with your device, Wi-Fi settings, Sky Hub, broadband connection or a wider service issue.

Start by checking another device and Sky’s Service Checker.

Why is my Sky Wi-Fi not showing up?

If your Sky Wi-Fi network does not appear on your phone or computer, check that your Sky Hub is switched on and operating normally.

Move closer to the Hub and check again.

If the network is still missing, check the Hub and Sky’s service information.

Why does my Sky Wi-Fi say connected but have no internet?

Your device may be connected to the Sky Hub even though the broadband connection is unavailable.

Check another device.

If several devices are connected to Wi-Fi but have no internet, check Sky’s Service Checker and your broadband connection.

Why is Sky Wi-Fi not working on my phone?

If other devices connect normally, the problem may be specific to your phone.

Restart the phone, make sure Wi-Fi is enabled, forget the Sky Wi-Fi network and reconnect.

If the problem continues, test the phone on another Wi-Fi network if possible.

Why is my Sky Wi-Fi not working on my laptop?

First check whether other devices can connect to the same Sky Wi-Fi network.

If they can, restart the laptop and try forgetting and reconnecting to the Wi-Fi network.

If no devices can connect, investigate the Sky Hub and broadband service instead.

Why does my Sky Wi-Fi work on some devices but not others?

A problem affecting only one device is often different from a problem affecting the entire Wi-Fi network.

Check the affected device’s Wi-Fi settings and try forgetting and reconnecting to the network.

Should I reset my Sky Hub if Wi-Fi is not working?

A factory reset should not normally be your first step.

Start with Sky’s Service Checker, check the Hub, restart it normally and test another device.

How do I check if Sky broadband is down?

Use Sky’s official Service Checker:

It can help you check whether Sky has identified a problem affecting your service.

Why does my Sky Wi-Fi keep disconnecting?

Repeated disconnections can have different causes, including device-specific problems, Wi-Fi coverage, Hub issues or broadband connection problems.

For repeated disconnections, see:

Sky Wi-Fi Keeps Disconnecting: How to Fix It

What should I do if Sky Wi-Fi suddenly stops working?

First check whether other devices are affected.

Then check Sky’s Service Checker, check the Hub and restart it normally.

If several devices remain offline, investigate the broadband or service connection rather than changing individual device settings repeatedly.

Related Sky Guides

Once these guides are published, link to the relevant pages:

Sky Broadband Problems? What to Check When Your Internet Isn’t Working
Sky Wi-Fi Connected but No Internet? What to Try
Sky Wi-Fi Keeps Disconnecting: How to Fix It
Sky Broadband Keeps Dropping: How to Find the Cause
Sky Broadband Is Slow: How to Check Your Real Speed
Sky Hub Lights Explained: What Each Light Means
How to Restart or Reset Your Sky Hub Safely

About TelecomHub

TelecomHub provides independent UK guides covering broadband, Wi-Fi and mobile connectivity problems.

Our guides are written to explain common technical problems in straightforward language and help readers identify the likely cause before taking more complicated steps.

TelecomHub is independent of Sky and O2.

Sources and Verification

Sky-specific information in this guide was checked against Sky’s official help information, including its Service Checker, Hub-light guidance and broadband troubleshooting information.

Sky Hub models and available features can vary, so use the instructions and information shown for your specific Hub.

Last verified: September 2026

Sky Wi-Fi Not Working? What to Check First