topic Re: Broadband not good enough in Broadband

Broadband not good enough

LisaM3 — Sat, 07 Jun 2025 11:43:35 GMT

My broadband router is continuously dropping off. There is no adverse weather conditions, everytime I do a check it tells me me everything is ok when I'm looking at orange lights, this is now the second time I am contacting sky with the same issue and this is meant to be an upgrade from sky when my previous WiFi router did not have these issues. I stay in a one bedroom flat and do not have multiple devices. So disappointing to be paying for a service that is so poor and not working. I'm essentially paying monthly for something that doesn't work. I've rest my router before an engineer tells me to do that again.

Re: Broadband not good enough

Daniel0210 — Sat, 07 Jun 2025 11:54:08 GMT

@LisaM3 wrote:

this is now the second time I am contacting sky with the same issue

@LisaM3

You do realise you're not contacting Sky about it on here? This is a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here.

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: Broadband not good enough

JimM1 — Sat, 07 Jun 2025 11:55:53 GMT

@LisaM3 What is the hub connected to for the main connection out, Master socket for a fttc connection or to a ONT for a full fibre fttp connection. What actual hub do you have from sky now! Link below about the hubs and lights.

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Re: Broadband not good enough

LisaM3 — Sat, 07 Jun 2025 12:53:27 GMT

I was advised to do this by Sky hence why I thought I was speaking to a customer service agent who would be able help. I contacted them again and an engineer is coming out to assist 👍🏻

Re: Broadband not good enough

JimM1 — Sat, 07 Jun 2025 12:56:32 GMT

@LisaM3 About at the top off the community page lets you have the Idea what the Forum is all about! Hope your Engineer sort's all your issue's out if you have any.

Re: Broadband not good enough

LisaM3 — Sat, 07 Jun 2025 12:57:04 GMT

Turns out they have said there is a fault in the line so an engineer is coming out to have a look. It's obviously recently just happened as didn't have issues with previous router. Thanks for the help 😃

Re: Broadband not good enough

JimM1 — Sat, 07 Jun 2025 12:59:06 GMT

@LisaM3 Fault's can appear at any time for all kinds of weird and wonderful reason's.