topic Re: Broadband not working - progress updates? in Archive

Broadband Problems 19/9

Albie67 — Wed, 20 Sep 2023 08:01:30 GMT

It's 22:30 and my Briadband is down again, despite restarts etc. I'm in FY7. Anyone else?

Moderator note: subject of thread updated to better reflect the conversation

Wifi down!

JessCh — Sat, 17 Jun 2023 08:25:24 GMT

Hello, has anyone else's wifi gone down AGAIN??

Since moving house and having the fibre installed this is the third time in a month the wifi has gone down. Not good enough.

Re: Wifi down!

GD1 — Sat, 17 Jun 2023 08:42:03 GMT

@JessCh You mean your broadband is down? have you tried running tests here

Re: Wifi down!

JessCh — Sat, 17 Jun 2023 08:38:22 GMT

I don't appreciate a condescending reply. 'Unable to connect to WIFI' is what the TV says and yes I have run tests.

Re: Wifi down!

GD1 — Sat, 17 Jun 2023 08:44:17 GMT

@JessCh There is nothing condescending about the question.

So is your broadband down? Have you run the tests in the link priovided, what happens?

As you've now only just provided additional info is it only your TV affected? What light s are showing on the hub?

Re: Wifi down!

JessCh — Sat, 17 Jun 2023 08:57:03 GMT

Phones not connecting, tv isn't connecting, smart speakers not connecting...

run the tests and it says there's an issue, followed the reset instructions and made sure everything is plugged in.

as I said, this is the third time a month this has happened. It's a joke that I'm paying for a service that doesn't work!!!

what you replied came across as very condescending, 'you mean your broadband is down?' Not so much a question as a correction it appears

Re: Wifi down!

jamesn123 — Tue, 20 Jun 2023 11:24:19 GMT

@JessCh

Its not condescending at all, they are two very different problems.

If your broadband is down then you'd likely see an orange/red/unlit light on the hub and ALL of your devices would not connect

If your 'WiFi' is down then this could be the WiFi interface on the hub being troublesome or the device itself having issues. It wouldnt necessarily mean all devices can't connect or that you have a line fault.

When diagnosing technical issues like this its important to be specific.

From your description it seems all your devices are not connecting so this would suggest a broadband fault rather than a WiFi fault. What is the colour of the broadband light on the hub?

No broadband

Joeh99 — Wed, 05 Jul 2023 07:28:56 GMT

since midday yesterday been without Wi-Fi, orange Internet light showing, sky showing that there is a problem in the area on service tracker, will this just get solved without me contacting someone or?

Re: No broadband

Highlinder — Wed, 05 Jul 2023 07:31:27 GMT

@Joeh99 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

Re: No broadband

Joeh99 — Wed, 05 Jul 2023 07:39:31 GMT

Hi I did that test and it says that's there's a problem in the area but "we know there is an outage in your area - you don't need to do anything"

Re: No broadband

Joeh99 — Wed, 05 Jul 2023 07:40:13 GMT

@Highlinder

Re: No broadband

Highlinder — Wed, 05 Jul 2023 07:43:12 GMT

@Joeh99 If Sky know there is an outage in the area it will not only be affecting Sky customers, but those of other providers.

Re: No broadband

Joeh99 — Wed, 05 Jul 2023 07:50:33 GMT

@Highlinder So I just need to wait until it's fixed?

Re: No broadband

Highlinder — Wed, 05 Jul 2023 08:31:21 GMT

@Joeh99 You will have to keep checking for updates. But if you want fuller updates give Sky a call to see what is happening.

Re: No broadband

Joeh99 — Wed, 05 Jul 2023 10:37:43 GMT

I couldn't find a number to call, so you know one?

Re: No broadband

Highlinder — Wed, 05 Jul 2023 10:44:25 GMT

@Joeh99Are you still able to make calls from your home phone?

No broadband

Joeh99 — Wed, 05 Jul 2023 10:51:53 GMT

@Highlinder I don't have a home phone installed

Re: No broadband

Daniel0210 — Wed, 05 Jul 2023 10:56:45 GMT

@Joeh99
If you end up having to call Sky then if you already have a Sky Mobile call free by just dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

Be aware that as with most large companies nowadays the start will be automated and these automated responses may try to send you back to the forum.

If the outage drags on, this link outlines auto compensation for when there is a total loss of Sky Broadband or Sky Talk. https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full working days from when you first report the fault to Sky, you will become eligible for it, It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your account.

Re: No broadband

Joeh99 — Wed, 05 Jul 2023 15:18:20 GMT

@Daniel0210 @Highlinder

Thanks guys it's sorted now

My SR203 router keeps resetting itself around every 10 minutes. I've tried a factory reset but it's

neob5000 — Tue, 19 Sep 2023 20:10:30 GMT

My SR203 router keeps resetting itself approx every 10 minutes. I've tried a factory reset but it's exactly the same afterwards.