topic Re: HR4 NO INTERNET FOR 2 WEEKS !! in Sky Mobile

HR4 NO INTERNET FOR 2 WEEKS !!

Geoff12345 — Tue, 31 Mar 2026 08:39:50 GMT

We have been without Internet ( no phone, texts, emails etc ) for 10 days, I've contacted SKY numerous times & just get the same response that engineers are working on a mast issue. Then receive texts from O2, (7 so far !) promising resolution in 48hrs or 5 days then the latest 7 days.

I have eventually discovered that there was an issue with the mast & that o2 are now in the process of changing it from 4g to 5g, quite why this takes so long & why SKY didn't have customer service contact all those affected is unbelievable.

Re: HR4 NO INTERNET FOR 2 WEEKS !!

Daniel0210 — Tue, 31 Mar 2026 08:44:59 GMT

@Geoff12345 wrote:

& why SKY didn't have customer service contact all those affected is unbelievable.

@Geoff12345

Sky don't provide notifications of an issue that some customers may be affected by (possibly just for a few minutes if just passing through).

Re: HR4 NO INTERNET FOR 2 WEEKS !!

GD1 — Tue, 31 Mar 2026 08:47:30 GMT

@Geoff12345 wrote:

We have been without Internet ( no phone, texts, emails etc ) for 10 days, I've contacted SKY numerous times & just get the same response that engineers are working on a mast issue. Then receive texts from O2, (7 so far !) promising resolution in 48hrs or 5 days then the latest 7 days. O2 own the masts not Sky even O2 can run into difficulties when upgrading their masts.

I have eventually discovered that there was an issue with the mast & that o2 are now in the process of changing it from 4g to 5g, quite why this takes so long & why SKY didn't have customer service contact all those affected is unbelievable. Completely unreasonable to expect a Mobile provider to contact every customer affected, if they did that who do you think would be taking the inbound calls during this mass contact exercise.

You're using a Domestic Mobile service so can't reasonably expect any Mobile provider to contact you when there is a mast issue.