topic Re: Broadvand in Broadband

Broadvand

Faye40 — Sun, 11 May 2025 13:50:28 GMT

The WiFi keeps dropping out constantly through the day. There are orange lights on the router. I've done the check on your website and that says it is fine but it obviously isnt

Re: Broadvand

Daniel0210 — Sun, 11 May 2025 13:52:52 GMT

@Faye40
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: Broadvand

Faye40 — Sun, 11 May 2025 13:55:54 GMT

Thanks. Yes have done those checks and it first says there is a problem but by the time it has finished it's all good. So frustrating

I don't have a landline - is there another number I can call from a mobile?

Re: Broadvand

Daniel0210 — Sun, 11 May 2025 14:02:17 GMT

@Faye40
To call Sky dial 150 (free) from 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 forum filters don’t allow the posting of full phone numbers on here.

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: Broadvand

Daniel0210 — Sun, 11 May 2025 14:04:07 GMT

@Faye40 wrote:

I don't have a landline

@Faye40

A Sky Talk landline package is part of your broadband subscription, you've just chosen not to have an actual phone attached.