topic Re: Internet not working and when it does its being slow in Broadband

Internet not working and when it does its being slow

Sarahdownes — Sat, 14 Dec 2024 11:37:58 GMT

My Internet is being slow ans now the Internet is not connecting at all I've turned it off and took plugs out and still not working this is becoming a joke spent nearly a week without Internet and now it's just playing up I've got photos of it saying Internet is fine on the app and photos of the Internet not connecting and not working

Re: Internet not working and when it does its being slow

caesarome — Sat, 14 Dec 2024 13:36:07 GMT

@Sarahdownes

First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't try running the line test here:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

Re: Internet not working and when it does its being slow

Sarahdownes — Sat, 14 Dec 2024 13:39:43 GMT

There isn't an outage in the area and I've ran the test and kept saying everything is fine but the Internet light wasn't on and I kept turning the box off and even unplugged the cable for the Internet and still didn't work

Re: Internet not working and when it does its being slow

caesarome — Sat, 14 Dec 2024 13:50:45 GMT

@Sarahdownes

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 by typing it it to start the chat:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Internet not working and when it does its being slow

Addie15 — Sat, 14 Dec 2024 14:48:54 GMT

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

Re: Internet not working and when it does its being slow

Addie15 — Mon, 16 Dec 2024 15:55:42 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.