topic Broadband in Broadband

No broadband connection

Merryfield — Sat, 26 Apr 2025 19:50:09 GMT

My broadband connection keeps dropping.

Re: No broadband connection

Daniel0210 — Sat, 26 Apr 2025 19:54:10 GMT

@Merryfield
If you haven’t done it already use this 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 perhaps 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

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.

Re: No broadband connection

Merryfield — Sat, 26 Apr 2025 20:10:37 GMT

Hi Daniel0210

Well the link was on and off for the past hour so the test could not complete.

It seems to be back up now but don't know for how long.

Broadband

Merryfield — Tue, 29 Apr 2025 07:13:36 GMT

What is going on, my broadband is up and down like a yoyo, this is not the service I expected. PLEASE SORT THIS OUT.

Re: Broadband

Daniel0210 — Tue, 29 Apr 2025 07:15:49 GMT

@Merryfield
If you’re not already aware the Sky Community is a customer led discussion forum where Sky customers are available to help other customers and you aren’t contacting Sky Customer Services.

Re: Broadband

Anonymous — Tue, 29 Apr 2025 09:37:59 GMT

@Merryfield wrote:
What is going on, my broadband is up and down like a yoyo, this is not the service I expected. PLEASE SORT THIS OUT.

and typing in capitals doesn't get you service any quicker!

Re: No broadband connection

Merryfield — Wed, 30 Apr 2025 06:39:55 GMT

Thanks for the info but none of this will work if you have no connectivity and I do not have a brabant phone so cannot dial 150 for support.

Why does sky not have an email for these issues and support?

Re: No broadband connection

Daniel0210 — Wed, 30 Apr 2025 07:05:42 GMT

@Merryfield wrote:

I do not have a brabant phone so cannot dial 150 for support.

Why does sky not have an email for these issues and support?

@Merryfield

What's a Brabant phone?

Sky don't use email for general communication or fault reporting. It's very difficult to confirm the person contacting by that method is the account holder.

If you don't have a landline connected to Sky Talk or a Sky mobile 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: No broadband connection

Merryfield — Wed, 30 Apr 2025 07:27:56 GMT

Sorry about the typo it should read broadband.

Thanks for the info hopefully I can get some answers.