Not happy

Unhappywith — Thu, 15 May 2025 13:31:35 GMT

Switched to your service recently but it keeps dropping out and the tv keeps freezing, have done checks online it says everything is ok but that is not the case very disappointed with the service, can you fix it or cancel my account, never had an issue with virgin

Re: Not happy

Daniel0210 — Thu, 15 May 2025 13:38:37 GMT

@Unhappywith
The Sky Community is a customer led discussion forum where Sky customers are available to help other customers. You are NOT contacting Sky Customer Services.

If you haven’t done it yet 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.

topic Re: Not happy in Broadband

Not happy

Re: Not happy