topic Re: Broadband dropping In and out in Broadband

Broadband dropping In and out

TCL007 — Mon, 26 Feb 2024 10:58:53 GMT

Since last night my SKY broadband has been dropping In and out, this is causing a major problem since I work from home And can't attend meetings

Re: Broadband dropping In and out

billiewizz — Mon, 26 Feb 2024 11:14:04 GMT

mine just the same has been for weeks

Re: Broadband dropping In and out

Highlinder — Mon, 26 Feb 2024 15:17:36 GMT

@TCL007& @billiewizz 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: Broadband dropping In and out

TCL007 — Mon, 26 Feb 2024 16:46:51 GMT

I have run the checker numerous times. There is a fault but the broadband link fires back to the WiFi link And we go round And round. I have not been able to find a way to book an engineer so if anyone has a link or contact details to allow me to do this, I would be more grateful.

Re: Broadband dropping In and out

Highlinder — Mon, 26 Feb 2024 18:13:08 GMT

@TCL007 You can call Sky.. Just dial 150 on your landline and listen through the voice prompts.

Re: Broadband dropping In and out

Sickofit — Mon, 26 Feb 2024 19:07:32 GMT

I've been having the same problem. My internet connection drops 10 or 12 times a day. I've had a new router - didn't solve the problem. I've deleted the new router and re-installed it - still the same problem. I try to reconnect and am told unable to connect or no connections available even though the router is there in front of me with 3 green lights and, yes, I've tried rebooting the router - and it makes no difference. The only solution is to reboot my laptop 10 or 12 times a day! Even then the connection can drop again within 5 minutes.

I've rung Sky multiple times and no-one I've spoken to seemed to know what the problem is. The last one I spoke to suggested switching off the Broadband Shield - whatever that is. I said look I'm trying to research the Financial Conduct Authority's rules for Credit Unions - I'm not surfing porn! She laughed and said she'd switch it off anyway. She did and no, it didn't solve the problem.

About the only thing anyone has come up with is to run an ethernet cable between my router and my laptop and, wait for it - that doesn't solve the problem. Besides which - it rather defeats the object of having wireless internet!

I'm Autistic. I'm retired and socially isolated. My only connection with the outside world is through the internet. I suffer anxiety, depression and catatonia and this is making me very ill. The stuff I'm researching is for a voluntary role with a Credit Union and this problem is making that very difficult.

I've been a sky customer for 24 years, never missed a payment, always done my bit so the sheer cluelessness and inability to fix a basic problem by Sky is offensive, galling, harmful to my health, inadequate, borderline trading under false pretences - Please can someone sort this out for me???? Not to mention everybody else.

For the avoidance of any doubt, this is a complaint. and I expect it t be treated accordingly. I want a formal acknowledgement that it has been registered as a complaint and I want a refund for the appallingly bad service.

Anyway, I'm off to OFFCOM - assuming my internet doesn't drop first.

Re: Broadband dropping In and out

Sickofit — Mon, 26 Feb 2024 19:28:27 GMT

Strange, my reply about this topic isn't showing up. I guess I'll just have to repeat myself.

I've been having the same problem for weeks now. I got a new router and it didn't solve the problem. I tried un-installing the router and then re-installing it - no still the same problem. I've rung Sky time and again and no-one seems to udnerstand what the problem is. My connection drops 10 or 12 times a day and the only solution I've come up with is to reboot my laptop 10 or 12 times day and even then the connection can drop again within 5 minutes.

The last person I spoke to at Sky said she thought it might be the Broadband Shield whatever that is. I said look I'm researching the Financial Conduct Authority's rules for Credit Unions, not surfing porn. She laughed and said she'd dwitch it off anyway which she did and, yes that's right, it didn't solve the problem.

An engineer ca,e round and said use an Ethernet cable between the router and laptop - and that doesn't solve the problem - and it defeats the object of having wireless broadband!

I'm Autistic, I'm retired and socially isolated. My only real contact with the world is via the internet so this is making my anxiety, depression and catatonia much worse. It is making me ill!

I've been a Sky customer for 24 years and never missed a payment which makes the complete inability to identify and fix the problem all the more galling and offensive not to mention the service being clearly being unfit for purpose. For the avoidance of any doubt I want this to be treated as a complaint - not to mention someone finding a solution for me and everyone else who is having this problem.

I also want a refund of the money I have paid for such an inadequate service.

I gather from Ofcom that I can refer this to an Alternative Dispute Resolution scheme. Normally I would have to wait 8 weeks to do so but I can ask for a "deadlocl" letter from Sky and disregard the 8 week requirement.

So yes: I want a Deadlock letter too.

Re: Broadband dropping In and out

jamesn123 — Tue, 27 Feb 2024 13:15:01 GMT

@Sickofit

For starters you are not speaking to Sky support on this forum so requesting a deadlock letter on here won't work.

Can you please post your router stats as the forum may be able to help