topic Re: Internet & voice not working in Broadband

Internet & voice not working

JBush496 — Wed, 14 Aug 2024 18:47:33 GMT

Hi,

My internet and voice are not working. Earlier lights were amber but following skys instructions to do a reset of the router they have been blank since. I have ran tests over and over again but at the end it says 'currently unavailable'. Therefore I cannot book a engineer.

Any help welcome.

Re: Internet & voice not working

JBush496 — Wed, 14 Aug 2024 18:53:51 GMT

** internet is back to Amber. Voice - blank.

I am assuming this is an external issue and needs an engineer in my area.

Re: Internet & voice not working

Highlinder — Wed, 14 Aug 2024 19:14:05 GMT

@JBush496 Can you please run the service checker, 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.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Internet & voice not working

JBush496 — Wed, 14 Aug 2024 19:20:30 GMT

Hi @Highlinder

I am unable to run the test. It starts and I get 2 greens but the final check just jumps to a new screen to say the test are currently unavailable. (I can't share a picture of it)

Page says: 'sorry out tests are currently unavailable'

Both myself have tried this from different phones but still no luck.

Are there any other recommendations?

Re: Internet & voice not working

Highlinder — Wed, 14 Aug 2024 19:41:38 GMT

@JBush496 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: Internet & voice not working

Addie15 — Thu, 15 Aug 2024 07:27:09 GMT

Hi there! Thank you for escalating this. We have sent an invite to @JBush496.