topic Re: Broadband not working in Broadband

Broadband not working

Jess158 — Tue, 20 May 2025 08:14:47 GMT

We've had trouble for weeks that we've been able to fix but this morning it is completely down. Tried all of the fix it things and tried to call to speak to a human but they just send you the self-help link and disconnect you. Speed to hub hasn't gone above 40 in weeks and we're supposed to have a minimum of 54. I work from home full time I need this fixed.

Re: Broadband not working

Highlinder — Tue, 20 May 2025 08:55:12 GMT

@Jess158 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Broadband not working

caesarome — Tue, 20 May 2025 08:55:50 GMT

@Jess158

The first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't 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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them and when you do say nothing if asked any questions by the bot.