topic Re: Resolving intermittent broadband connection in Broadband

Resolving intermittent broadband connection

KB-28-TW — Sat, 25 Jan 2025 11:21:08 GMT

Hi,

I'm having issues with my broadband connection. It works fine most of the time but several times a day it drops out completely or gives very poor connectivity (500ms ping times and <2mbps connection speeds).

I have a (old) Sky hub, which is cabled to a separate home mesh system. I see the same problems on both WiFi networks, which makes me think it could be a line fault or the Sky hub starting to fail.

How do I get help from Sky? We rang, and they told us to use the online Sky connection testing service, but that says everything is fine. However I can only access that page when the connection is working, so that's expected! When the connection drops I then can't get to the connection page so can't run the tests!

Any suggestions how to diagnose or get help from Sky?

Re: Resolving intermittent broadband connection

KB-28-TW — Sun, 26 Jan 2025 09:45:07 GMT

Does anyone know how we get help from Sky, please?

Re: Resolving intermittent broadband connection

Tom-W19 — Mon, 27 Jan 2025 11:07:51 GMT

Hi @KB-28-TW

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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