topic Re: Broadband shield settings not working in Broadband

Broadband shield settings not working - OSM "Your Sky Broadband isn't active just yet"

Melanie25 — Tue, 09 Apr 2024 08:20:57 GMT

My broadband is working fine, i have been a customer for years and yet all of a sudden i cant change my broadband sheild settings. See attached photo. Any ideas? M

Moderator note: Changed title to reflect topic more.

Broadband shield

Montalban — Sun, 07 Apr 2024 19:32:24 GMT

I have been a Sky Customer for 8 years or so - my broadband shield has stopped working. I am getting a message saying "my broadband has not been activated".

I phoned Sky in Saturday but they were unable to help and have escalated - but they had no idea of a time frame -any idea how I can get this issue fixed - it is the same using the app or the web page.

Re: Broadband shield settings not working

caesarome — Mon, 08 Apr 2024 04:43:30 GMT

@Melanie25

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

Re: Broadband shield settings not working

Melanie25 — Mon, 08 Apr 2024 06:16:20 GMT

Thank-you @caesarome 🙂

Re: Broadband shield settings not working

Ian135 — Mon, 08 Apr 2024 07:43:53 GMT

Me also, when I click on Broadband Shield in my Mysky app instead of choice of parental controls I see the 'Your broadband isn't active just as yet' message. Meanwhile my broadband is working fine as are all other functions in the mysky App. Look forward to getting this resolved. Thanks

Re: Broadband shield settings not working

Addie15 — Mon, 08 Apr 2024 09:14:51 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Melanie25.

Re: Broadband shield settings not working

Kelsingra — Mon, 08 Apr 2024 09:19:03 GMT

Hey all,

Thanks for using the Sky Community.

We will need some more information about this problem, so I've escalated your posts to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again.

You're looking for the chat bubble in the bottom corner of the thread.
For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Broadband shield settings not working

Ian135 — Mon, 08 Apr 2024 09:20:53 GMT

@Addie15

New to this community. Will I receive a separate invite? Ref

Re: Broadband shield settings not working

Richard_TOR — Mon, 08 Apr 2024 09:24:13 GMT

Same issue for me.

Re: Broadband shield settings not working

Addie15 — Mon, 08 Apr 2024 09:33:28 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Ian135.

Re: Broadband shield

Addie15 — Mon, 08 Apr 2024 09:34:26 GMT

Hi there, @Montalban. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Message on My Sky says "Your broadband isn't active yet" when it is...

Keglington — Mon, 08 Apr 2024 13:10:36 GMT

Message on Broadband Sheild says "Your broadband isn't active yet" when it is (as I'm using it and have been for three years!) so I can't adjust Sheild settings. Any ideas on how to fix?

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

caesarome — Mon, 08 Apr 2024 15:45:02 GMT

@Keglington

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

Max100 — Mon, 08 Apr 2024 22:14:06 GMT

I have the same issue.....did you manage to fix it? I had a new router recently and maybe this has caused it...?

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

Keglington — Tue, 09 Apr 2024 05:24:15 GMT

No fix yet....!

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

Chrisee — Tue, 09 Apr 2024 05:59:28 GMT

@Max100 you need to talk to Sky's customer services if tgecapp is not picking up,your account details corrdctly. Sometimes thry need to get support from tge back office teams which tales a couple of days.

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

Max100 — Tue, 09 Apr 2024 06:18:16 GMT

Many thanks @Chrisee . I may do so....last time I called Sky customer service, I was on the line for over 1 hour being bumped from one dept to another .....without any resolution (got left hanging and then cut off). Appreciate the feedback and advice.

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

Chrisee — Tue, 09 Apr 2024 07:25:58 GMT

@Max100 I have now escalated your post to the 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 onnthe 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.

The forum escalation team are pretty experienced so should becable to help but this can be surprisingly complcated to sort.

Re: Message on My Sky says "Your broadband isn't active yet" when it is...

Addie15 — Tue, 09 Apr 2024 11:00:04 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Keglington and @Max100.

Re: Broadband shield

Lisa-P1987 — Wed, 10 Apr 2024 09:52:16 GMT

We are still looking to help you @Montalban . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks