topic Re: Broadband keeps going off in Broadband

Broadband keeps going off

Mark5010 — Wed, 11 Jun 2025 18:45:01 GMT

We keep losing our broadband and it's knocking our devices out we can't use our phones tv computer etc.... the bill is saying paid so we have reset the router and still having problems

Re: Broadband keeps going off

Daniel0210 — Wed, 11 Jun 2025 18:49:32 GMT

@Mark5010
If you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby. Note: the service checker sends routine tests to the hub and won’t necessarily register any issue until the hub fails to respond.
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 keeps going off

JimM1 — Wed, 11 Jun 2025 18:51:10 GMT

@Mark5010 Why do you mention that the bill has been paid, have you had trouble not paying before?

You can run the service checker to see if sky are aware of any ongoing problems!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker