topic Connection issue in Broadband

Connection issue

BLTHP — Sun, 24 Mar 2024 11:59:52 GMT

I'm having issues with connecting to the broadband.
I logged into my sky account on the 23rd March to do the online help 'fix the issue'

it hasn't worked and it won't let me book and engineer to come out to fix it.
this is the second day I'm down broadband.

Re: Connection issue

Highlinder — Sun, 24 Mar 2024 13:39:31 GMT

@BLTHP Is this the test that you ran in the link below.

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: Connection issue

BLTHP — Sun, 24 Mar 2024 13:59:32 GMT

@Highlinder @I have done that test but when I get to the end and re-test the connection it still says fault but then there's no option to book an engineer?
I tried to explain this to the chat bot function but got nowhere with that too.

Re: Connection issue

Highlinder — Sun, 24 Mar 2024 14:02:10 GMT

@BLTHP I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Connection issue

Lisa-P1987 — Sun, 24 Mar 2024 14:24:12 GMT

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