topic Internet Keeps Dropping in Broadband

Internet Keeps Dropping

JC1986 — Mon, 07 Apr 2025 14:28:32 GMT

Hi,

I just signed up to Sky about 3 weeks ago (full fibre 150). It constantly drops out every day. The internet & voice LEDs on the hub go orange and I get disconnected. It eventually comes back on after some time. Each time I go to trouble shoot in the app it says everything is working fine, there’s no issues in the area, with the set up or my connection. It’s been going on for a while now but yesterday in particular we basically had no internet for most of the afternoon. Is anyone experiencing the same? Or can anyone give me a number to reach Sky on. I’m going around in circles here. Any advice would be appreciated.

Re: Internet Keeps Dropping

Daniel0210 — Mon, 07 Apr 2025 14:33:07 GMT

@JC1986
If you haven’t done it already use the below link to check to see if there are any broadband 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).

Re: Internet Keeps Dropping

JC1986 — Fri, 11 Apr 2025 09:53:43 GMT

Thanks Daniel. I've tried all the above but the issue keeps happening. Any time I check the service and diagnostics it says it is working properly. But it still drops intermittently. Particularly when trying to use a smart speaker & Spotify (Sonos One). Has anyone experienced similar? Is there a direct number to call Sky not from a Sky landline?

Re: Internet Keeps Dropping

Daniel0210 — Fri, 11 Apr 2025 09:55:30 GMT

@JC1986 wrote:

Is there a direct number to call Sky not from a Sky landline?

@JC1986
To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The posting of full phone numbers isn’t permitted on the forum.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Re: Internet Keeps Dropping

JC1986 — Fri, 11 Apr 2025 10:24:19 GMT

Thank you. Has anyone else experienced internet issues when trying to use smart speakers such as Sonos?