topic Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers in Broadband

Can someone please check my broadband connection

Samsimba1111 — Mon, 15 Apr 2024 10:38:16 GMT

My WiFi keeps dropping and I need this fixed due to working from home. WiFi started dropping out yesterday towards the end of the day and has continued today thus far. The broadband checks show no error however there must be for the broadband to keep dropping. Please can someone @Sky assist or have an engineer look into it.

Re: Can someone please check my broadband connection

davida2020 — Mon, 15 Apr 2024 10:48:33 GMT

I have the same issue of frequent drop outs this morning - really frustrating (Brighton & Hove)

Re: Can someone please check my broadband connection

GD1 — Mon, 15 Apr 2024 10:52:59 GMT

@Samsimba1111 @davida2020 Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

Re: Can someone please check my broadband connection

Samsimba1111 — Mon, 15 Apr 2024 10:53:43 GMT

Does anyone from sky broadband team monitor this?

Re: Can someone please check my broadband connection

Chrisee — Mon, 15 Apr 2024 10:53:50 GMT

@Samsimba1111 Sky cannot link a forum post to your account. I am therefore escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to take tou tgrough some security checks 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.

Re: Can someone please check my broadband connection

Samsimba1111 — Mon, 15 Apr 2024 11:00:53 GMT

System Up Time: 00:39:46

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 11299 11995 0 14464 25161 00:06:47 LAN Up 34318 54658 8 12900 18360 00:39:46 WLAN (2.4 GHz) Up 20466 6536 0 9532 1670 00:36:13 WLAN (5 GHz) Up 52143 27011 0 1103651 60040 00:35:55

Broadband Link Downstream Upstream Connection Speed 42529 kbps 20000 kbps Line Attenuation D1(12.5 dB) , D2(23.6 dB) , D3(35.0 dB) U0(4.9 dB) , U1(16.9 dB) , U2(24.7 dB) Noise Margin 5.6 dB 7.5 dB

Poll Interval:

Re: Can someone please check my broadband connection

Kerry19781 — Mon, 15 Apr 2024 11:00:55 GMT

Mine is also dropping. Cant work with it.

Re: Can someone please check my broadband connection

Samsimba1111 — Mon, 15 Apr 2024 12:02:37 GMT

Has Sky provided a timeframe of when they will be in contact with me?

@Chrisee

Re: Can someone please check my broadband connection

Daniel0210 — Mon, 15 Apr 2024 12:04:41 GMT

@Samsimba1111

Hopefully this afternoon. 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: Can someone please check my broadband connection

Chrisee — Mon, 15 Apr 2024 12:05:46 GMT

@Samsimba1111 it doesn't work like that the team who take the escalations will post as when they pick it up but they do get busy. You can call Sky yourself if you dont want to wait.

Re: Can someone please check my broadband connection

Samsimba1111 — Mon, 15 Apr 2024 12:12:08 GMT

@Chrisee Can you please provide a number as every number points to the website.

Re: Can someone please check my broadband connection

Daniel0210 — Mon, 15 Apr 2024 12:15:21 GMT

@Samsimba1111
If you definitely need to call Sky you can call free by dialling 150 from a Sky Talk landline or a Sky Mobile, otherwise you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you back to the forum. Stay on the line as long as possible and don’t hang up.

Re: Can someone please check my broadband connection

Lisa-P1987 — Mon, 15 Apr 2024 12:35:40 GMT

Thanks for escalating this, We have sent @Samsimba1111 an invite to chat.

There is currently a broadband outage in east Devon. Is this affecting other broadband providers?

Ceren88 — Mon, 15 Apr 2024 14:15:10 GMT

There is currently a broadband outage in east Devon. Is this affecting other broadband providers or just sky?

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

Matt420 — Mon, 15 Apr 2024 14:46:09 GMT

not sure about non-sky users but it is affecting me still

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

Savage2024 — Mon, 15 Apr 2024 15:43:56 GMT

Same here in Ottery and now there is a fault with mobile data also 😩

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

Dean75818 — Mon, 15 Apr 2024 17:45:55 GMT

Has anyone heard from sky about what they are doing it says it'll be down for three days! I've got no broadband and no tv, are sky going to compensate me for no service?

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

SuBs — Mon, 15 Apr 2024 19:15:51 GMT

@Dean75818 wrote:
Has anyone heard from sky about what they are doing it says it'll be down for three days! I've got no broadband and no tv, are sky going to compensate me for no service?

Sky compensate? You must be having a laugh

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

Daniel0210 — Mon, 15 Apr 2024 19:27:00 GMT

@Dean75818 wrote:

I've got no broadband and no tv, are sky going to compensate me for no service?

@Dean75818
The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when the fault is first reported to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates from 01/04/24).

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

SandraWilson — Mon, 15 Apr 2024 20:03:49 GMT

I'm just near Whimple and it's been down since 2:30… haven't been able to get any work done.

Is there an ETA on the fix?