topic Sky failure in Broadband

Sky failure

Pat96 — Tue, 20 May 2025 15:34:40 GMT

Hi there,

I have a big issue. Our internet has failed and we can't work or do anything as a result. We need help urgently please. The router is overheating and we have no access to internet.

Can we please get a new router quickly?

Many thanks,

Pat

Re: Sky failure

Daniel0210 — Tue, 20 May 2025 15:44:10 GMT

@Pat96

You would need to contact Sky for a potential replacement hub. The agent will probably do some troubleshooting first and hubs are dispatched via Royal Mail.

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: Sky failure

jamesn123 — Tue, 20 May 2025 16:48:28 GMT

@Pat96

What makes you think the router is overheating? They are designed to be warm to the touch because they cool passively.

Have you ran the line test on the My Sky app?