topic Re: Poor internet connection in Broadband

Poor internet connection

Chriss68 — Mon, 11 Mar 2024 17:30:20 GMT

Hi, I have been with sky for 16 years, I have never had good internet speed or connection, I did at one point change to virgin but hated TV, I have been refunded a few times and when I ring I'm told speed is coming in fine, but constantly have the messages, no internet, no connection, anyone else have this problem tia

Re: Poor internet connection

Highlinder — Mon, 11 Mar 2024 18:30:05 GMT

@Chriss68 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101474

Re: Poor internet connection

Chriss68 — Wed, 13 Mar 2024 17:14:27 GMT

Hi, I have found the stats but I'm struggling to send them thanks

Re: Poor internet connection

Highlinder — Wed, 13 Mar 2024 17:47:34 GMT

@Chriss68If you are on a computer you can screenshot them or on mobile just swipe to take a screenshot.

Re: Poor internet connection

Chriss68 — Wed, 13 Mar 2024 19:15:30 GMT

Hi, I'm normally very tech minded, I have taken a photo of stats, just can't work out how to post it on here thanks

Re: Poor internet connection

Chriss68 — Wed, 13 Mar 2024 19:16:42 GMT

That should of read,,

Not very tech minded ha

Re: Poor internet connection

Chriss68 — Wed, 13 Mar 2024 19:18:30 GMT

Re: Poor internet connection

Highlinder — Wed, 13 Mar 2024 21:13:03 GMT

@Chriss68 Those router stats are showing a fault on the line with it being banded to a steady 49 mb/s. Have you tried to run a broadband test when this is happening?

Re: Poor internet connection

Chriss68 — Thu, 14 Mar 2024 10:21:28 GMT

I have done lots of broadband tests, always comes up there is a problem, tried unplugging everything loads doesn't help, sky say there isn't a problem or fault showing

Re: Poor internet connection

jamesn123 — Thu, 14 Mar 2024 11:23:43 GMT

Hi @Chriss68

I've escalated your post to Sky, look out for a message on the forum

Re: Poor internet connection

Lisa-P1987 — Thu, 14 Mar 2024 11:34:54 GMT

Thanks for escalating this. We’ve sent @Chriss68 an invite to chat.

Re: Poor internet connection

Chriss68 — Thu, 14 Mar 2024 17:40:24 GMT

Hi lisa, did you get my message

Re: Poor internet connection

Lisa-P1987 — Sat, 16 Mar 2024 11:12:57 GMT

Thanks for chatting to u @Chriss68 s. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Poor internet connection

Chriss68 — Sat, 16 Mar 2024 12:20:07 GMT

Hi Lisa, my Internet was down, I've been in touch with sky and there's a fault, engineer coming out Wednesday thanks

Re: Poor internet connection

Chriss68 — Sat, 16 Mar 2024 12:22:25 GMT

Hi, I've spoken to sky and they are sending engineer out to try sort fault on my line, thanks for your help

Re: Poor internet connection

Highlinder — Sat, 16 Mar 2024 13:48:42 GMT

@Chriss68 Let the community know how the visit of the engineer goes and what they found.