topic Re: Internet drop-out every day.... in Broadband

Internet drop-out every day....

simplestsimon — Thu, 29 May 2025 06:05:46 GMT

Our house continually loses it's broadband throughout each day. It will drop often for less than a minute, but when on a business call, this is embarrassing and unprofessional. What will you do?

Re: Internet drop-out every day....

Daniel0210 — Thu, 29 May 2025 06:09:48 GMT

@simplestsimon
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 by posting here.

For a ‘no broadband’ issue, 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.

Re: Internet drop-out every day....

simplestsimon — Thu, 29 May 2025 06:10:00 GMT

We even set up a WhatsApp family group to monitor when this happens. There doesn't appear to be any obvious times or days.

Re: Internet drop-out every day....

simplestsimon — Thu, 29 May 2025 06:37:37 GMT

What number do I call if I'm not a Sky mobile/landline customer?

Re: Internet drop-out every day....

Daniel0210 — Thu, 29 May 2025 06:41:00 GMT

@simplestsimon wrote:

What number do I call if I'm not a Sky mobile/landline customer?

@simplestsimon

If you have Sky Broadband you have a Sky Talk landline as well as they are bundled together. You've presumably just chosen not to have a landline handset connected.

So 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: Internet drop-out every day....

Saz888 — Thu, 29 May 2025 08:38:05 GMT

I'm having the same problem - only started a couple of days ago - very frustrating.

Download speed is fine when it's connected but connection constantly drops and reconnects every few minutes.

Re: Internet drop-out every day....

Highlinder — Thu, 29 May 2025 09:46:15 GMT

@Saz888 black or white router from Sky?

Re: Internet drop-out every day....

Saz888 — Thu, 29 May 2025 10:27:49 GMT

Black router

Re: Internet drop-out every day....

simplestsimon — Thu, 29 May 2025 10:33:51 GMT

Mines the white 'ultra' version 🤨

Re: Internet drop-out every day....

Highlinder — Thu, 29 May 2025 10:55:52 GMT

@Saz888 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346#

@simplestsimon Can you follow the directions that @Daniel0210 posted to see if it finds a fault?

Re: Internet drop-out every day....

simplestsimon — Thu, 29 May 2025 11:14:52 GMT

I have already tried this solution. I was going to call them.

Re: Internet drop-out every day....

simplestsimon — Thu, 29 May 2025 19:44:29 GMT

Brilliant, and thanks 👍