topic Broadband constantly dropping in Broadband

Amber lights voice and internet

donnyosmond — Mon, 03 Feb 2025 13:52:03 GMT

We have Sky full fibre. Amber lights on internet and voice - been happening for a few months now, have had an engineer from Openreach who checked everything thoroughly, could not find a fault even though the amber lights actually happened while he was here. He ordered a new hub for us from Sky which we have fitted but still getting the same problem, internet drops every day constantly. Have also phoned Sky again and told to unplug everything, wait for an hour and plug back in, done this several times, still getting the same problem.

Re: Amber lights voice and internet

Addie15 — Tue, 04 Feb 2025 08:14:39 GMT

Hi there, @donnyosmond. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

Broadband constantly dropping

donnyosmond — Mon, 17 Mar 2025 17:59:05 GMT

We have had problems with broadband dropping for four months. We have had NUMEROUS phone calls to Sky, Openreach visit, new hub, new Ethernet cable. All to no avail. Still drops,out EVERY day. Now we do T even have two amber lights, we have two green, one amber and the internet light is out completely. I don't want to waste any more time on this and will need to cancel everything I have with Sky if not resolved right NOW!

Re: Broadband constantly dropping

Daniel0210 — Mon, 17 Mar 2025 18:05:11 GMT

@donnyosmond
If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services so it won't be resolved immediately.

If you haven’t done it already use the below link to check to see if there are any problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then 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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

(For any customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support).