topic Re: Hi in Broadband

Hi

Ferne — Mon, 02 Jun 2025 07:16:41 GMT

I'm not happy as my broadband keeps cutting me off

Re: Hi

Daniel0210 — Mon, 02 Jun 2025 07:18:58 GMT

@Ferne
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: Hi

Ferne — Mon, 02 Jun 2025 07:22:50 GMT

I have trouble reading and I have a learning disability so I don't understand sorry

Re: Hi

Daniel0210 — Mon, 02 Jun 2025 07:25:28 GMT

@Ferne

Perhaps ask a family member, friend or carer (if you have one) to read it out to you.

Re: Hi

Ferne — Mon, 02 Jun 2025 07:31:03 GMT

I don't have any family or friends my internet needs to work or my bill won't be paid

Re: Hi

Anonymous — Mon, 02 Jun 2025 09:12:35 GMT

@Ferne If you don't pay your bill, your internet certainly won't work.

Perhaps get whoever helped you to sign up to Sky in the first place to help you understand @Daniel0210 's reply, which tells you what you need to do

Re: Hi

Daniel0210 — Mon, 02 Jun 2025 09:26:28 GMT

@Ferne

In that case a carer or neighbour that you trust. Get them to help you with this advice too…

If you have health issues that affect your ability to communicate, it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance