topic Re: Prolonged connection drop-out. in Broadband

Prolonged connection drop-out.

AlexWatson — Wed, 24 Apr 2024 10:25:18 GMT

Hello. We’ve had our Sky super fast WiFi for 5/6 months now, but we’re starting to experience issues. 2/3 times a week the connection will drop out entirely, sometimes up to 3/4hrs, and we will be left with the internet light flashing amber periodically untill it re-connects. This is incredibly frustrating as I work from home and my partner does sometimes too, but when the WiFi is up the speed and connection is always very good. Any help would be appreciated, thanks in advance!

Re: Prolonged connection drop-out.

Highlinder — Wed, 24 Apr 2024 10:28:03 GMT

@AlexWatson 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: Prolonged connection drop-out.

AlexWatson — Wed, 24 Apr 2024 10:33:42 GMT

Ive run the test a few times when its been down and it tells me that everything is connected and working, when the internet is still down. Occasionally, it'll tell me there's an issue but to just restart my router which never seems to make a difference.

Re: Prolonged connection drop-out.

Highlinder — Wed, 24 Apr 2024 10:41:49 GMT

@AlexWatson 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: Prolonged connection drop-out.

Addie15 — Wed, 24 Apr 2024 10:46:34 GMT

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

Re: Prolonged connection drop-out.

AlexWatson — Wed, 24 Apr 2024 10:48:53 GMT

Thanks for your help!