topic Re: Connecting to broadband and speaking to an advisor in Broadband

Broadband won’t connect

Fion1 — Thu, 21 Dec 2023 15:52:20 GMT

Hi,

I was sent my hub box in the mail and told I didn't need an engineer sent in as it would connect automatically.
It is not connecting I have tried all of the methods online. I think the issue may be that I don't have the wire for the purple socket of my sky hub box

Re: Broadband won’t connect

Lisa-P1987 — Thu, 21 Dec 2023 17:06:34 GMT

Hi there @Fion1 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Connecting to broadband and speaking to an advisor

Fion1 — Sat, 23 Dec 2023 12:57:45 GMT

Hi my broadband hasn't been able to connect .

been trying to get in contact with sky for nearly a week. Whenever I try to get in contact I am sent to an automated phone service that does not help.
please can I be put in contact with a human advisor .

Re: Connecting to broadband and speaking to an advisor

Highlinder — Sat, 23 Dec 2023 13:03:06 GMT

@Fion1 Did you not see the prompt to tallk to Sky via a private message?

Re: Connecting to broadband and speaking to an advisor

Daniel0210 — Sat, 23 Dec 2023 13:03:39 GMT

@Fion1

You were sent a chat invite on Thursday that will close this afternoon. You need to respond to that.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains the process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Note that the process won't be available after this evening until Thursday.