topic Re: Router rebooting multiple times a day. Does Sky no longer offer any support? in Broadband

Router rebooting multiple times a day. Does Sky no longer offer any support?

Simonxxxxxxxxxxxz — Sat, 30 Mar 2024 09:43:20 GMT

My router, 5 years old, reboots two or three times a day. I presume it needs replacing, I've tried the normal of power off etc. Sky web site no longer seems to offer any way to report this.

Is the only way to get a new router to cancel and change suppliers or is anyone aware of a support contact anywhere?

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

GD1 — Sat, 30 Mar 2024 09:46:27 GMT

@Simonxxxxxxxxxxxz You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Chrisee — Sat, 30 Mar 2024 09:46:57 GMT

@Simonxxxxxxxxxxxz Sky have several thousand agents answering calls f0r 14 hours a day but given the number of customers lines get busy.

I agree if your hub is spontainously rdbooting it is faulty and needs replacing so I am escalating your post to a Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Greenfingers001 — Sat, 30 Mar 2024 10:48:50 GMT

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

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Simonxxxxxxxxxxxz — Mon, 01 Apr 2024 10:39:22 GMT

Many thanks to both of you for answering. There used to be a chat option or a I need more help link that let one ask a question not answered so thanks for this.

All I wanted was to reporting the failing equipment on a service cost me nearly £2,000 a year which didn't seem an unreasonable ask from the website but clearly Sky want to avoid their costs,Eros at all costs!

this chat invite is exactly what I needed.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Simonxxxxxxxxxxxz — Mon, 01 Apr 2024 10:43:25 GMT

Picked this reply up this morning, how do I find the chat invite?

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Robbo0410 — Mon, 01 Apr 2024 11:17:02 GMT

@Simonxxxxxxxxxxxz don't count on a replacement router solving your problem I've had numerous replacements and they all do the same thing you have mentioned, internet is absolutely great when it works but the random rebooting, surely the last 4 or 5 replacements I've had haven't been faulty it's laughable and this isn't me moaning at the moderators on this forum they do a great job helping folk on here, it's Sky in general

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Chrisee — Mon, 01 Apr 2024 11:18:03 GMT

@Simonxxxxxxxxxxxz therecshould be a brightly coloured chat icon on the forum page if it doesntvappear try turning off any pop up blockers or using another browser.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Daniel0210 — Mon, 01 Apr 2024 11:20:43 GMT

@Simonxxxxxxxxxxxz wrote:

Picked this reply up this morning, how do I find the chat invite?

@Simonxxxxxxxxxxxz
You should see 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 what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Addie15 — Wed, 03 Apr 2024 15:12:24 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Simonxxxxxxxxxxxz — Wed, 03 Apr 2024 17:33:03 GMT

Just came back to this thread to say it spontaneously rebooted again around 10.30pm last night.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Robbo0410 — Wed, 03 Apr 2024 18:03:13 GMT

@Simonxxxxxxxxxxxz I'm in the same boat matey mine is rebooting and when it does it I can't login to the gateway for the sky router, rang Sky again this morning and got told to power the ONT off as it might not have registered with my replacement router, and that they had escalated it to the network team to monitor the line for 48 hours... So no further forward, when your router reboots do the lights stay on the ONT when it does it?

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Simonxxxxxxxxxxxz — Thu, 04 Apr 2024 10:48:24 GMT

My router is tucked away on the top floor in a cupboard so I don't see the lights. It seems a full reboot as all the connection and up time stats reset, Wi-Fi is off etc.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Simonxxxxxxxxxxxz — Fri, 05 Apr 2024 14:11:32 GMT

Another reboot jus now. Can you reopen the issue? I would really like to get this resolved.

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Daniel0210 — Fri, 05 Apr 2024 14:13:19 GMT

@Simonxxxxxxxxxxxz
I’ll escalate your latest post to Sky when it’s ten minutes old and the Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see 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 what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Daniel0210 — Fri, 05 Apr 2024 14:21:40 GMT

Re-escalated now @Simonxxxxxxxxxxxz

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Lisa-P1987 — Fri, 05 Apr 2024 14:27:27 GMT

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

Re: Router rebooting multiple times a day. Does Sky no longer offer any support?

Robbo0410 — Fri, 05 Apr 2024 15:06:43 GMT

@Simonxxxxxxxxxxxz just a thought you got anything wired to the router, I've had a TV engineer out this morning and apparently my main Q box was trying to connect to my old sky router and my mesh network was all scrambled nothing was connected so it was causing the router to reboot....he reset my main Q box and the router then connected the devices that were wired (sky box, Xbox and PS5) no drops yet so fingers crossed that was causing the problem