topic Re: Service checker not working in Broadband

Service checker not working

MarkWindows — Wed, 20 Mar 2024 16:30:37 GMT

Wwhen I try and run the service checker, in either App or via Browser, I get "Sorry that didn't work"..

seems to have started when I upgraded to Ultrafast

Thanks

Re: Service checker not working

Chrisee — Wed, 20 Mar 2024 16:38:49 GMT

@MarkWindows the service checker isn't going to tell you anything useful for a full fibre connection as it cannot directly measure the connection speed. Closing the My Sky app completly and resigning in from scratch can sometimes sort the issue. If still stuck Sky can normally help sort if you are really concerned but unless you have an issue why worry?

Re: Service checker not working

MarkWindows — Wed, 20 Mar 2024 16:57:03 GMT

I've got an issue with the connection which seems to be interminent so wanted to check if any issues.

Re: Service checker not working

Highlinder — Wed, 20 Mar 2024 19:06:10 GMT

@MarkWindows Are you running what is linked below.

https://www.sky.com/help/servicestatus#/uk/issues

or are you running this 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: Service checker not working

MarkWindows — Thu, 21 Mar 2024 10:40:52 GMT

Thanks so much for your help.

Re: Service checker not working

IainMcL — Mon, 25 Mar 2024 19:37:02 GMT

Evening

I am running the broadband service checker in the iOS app.

firstly it says "Your Sky Broadband looks like it has a problem. The speed to your hub could be faster. Let's try some simple steps to improve your speed. I want to test my broadband again"

I then press the "Improve my speed" button, go through all of the checks of the hub, cables etc and it then says "We've found an issue. Our network team will need to investigate it to get you back up and running, But we need some extra details from you first."

I then press the "Escalate to the network team" button and am presented with a form to fill in. The only options presented in the drop down list under "What is your issue" are

Can't receive calls (internet calls and non-internet calls)

Can't call/receive calls from

specific numbers (internet calls and non-internet calls)

Amber Voice Light (internet calls only)

Overhearing (internet calls only)

Noise on the line (internet calls only)

These options are obviously all phone related and my router status summary page says everything is connected - including the phone - so these options are entirely irrelevant to the issue with the connection to my hub.

I have gone through all of this on the phone twice, including once uploading photos of my setup during the call but unfortunately both times the person at the other end seemed unable to grasp what I was telling them, and this did not resolve matters.

WT**bleep** am I supposed to do now?

I want an email adddress where I can send this description of the now TWO issues (the primary one being the poor connection to my hub and the secondary issue with the lack of appropriate service checker help form options), and where I can attach screenshots, and request escalation to networks team with proper meaningful and accurate info about these problems, and request an engineer visit.

Can anyone assist?

Re: Service checker not working

jamesn123 — Tue, 26 Mar 2024 15:41:16 GMT

@IainMcL

Sky do not offer support over Email so its either call or social media chat

Re: Service checker not working

IainMcL — Tue, 26 Mar 2024 18:50:50 GMT

Social media it is then, thanks

Re: Service checker not working

KVn123456 — Sat, 11 May 2024 10:12:25 GMT

Hi there,

My service checker is not working either today. I tried your link. I get the same issue.

I wonder if someone has the same orobl6todsy and how they sorted it out.

Thank you!

Re: Service checker not working

Chrisee — Sat, 11 May 2024 10:50:21 GMT

@KVn123456 there are loads of issues being reported possibly due to the solar strorm causing the aurora displays. The service checker seems to have a limited capacity so maybe simply over whelmed.

Re: Service checker not working

KVn123456 — Sat, 11 May 2024 11:37:49 GMT

That's s possibility, yes. Thanks