topic Re: Broadband keeps dropping out in Broadband

Broadband keeps dropping out

Rebecca3105 — Fri, 13 Jun 2025 08:58:55 GMT

Hi,

my broadband keeps dropping out every couple of minutes and then reconnects again, I will have an internet connection for like 2min and then it just drops out again. On the router it is showing two orange lights, the second light starting from the left and the 4th light both go orange. It's very annoying as I work from home and it's effecting my work now.

Re: Broadband keeps dropping out

JimM1 — Fri, 13 Jun 2025 09:11:50 GMT

@Rebecca3105 You can only run the service checker or/and the diagnostic, but dropping to amber light then connection issue somewhere.

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

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Broadband keeps dropping out

Rebecca3105 — Fri, 13 Jun 2025 09:22:58 GMT

Yes I have done all that and initially says there's a problem but then when I run the tests it says there is nothing wrong even though I have no Wi-Fi.

Re: Broadband keeps dropping out

Rebecca3105 — Fri, 13 Jun 2025 09:23:34 GMT

This is what comes up when I run the tests

Re: Broadband keeps dropping out

caesarome — Fri, 13 Jun 2025 09:24:50 GMT

@Rebecca3105

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Broadband keeps dropping out

JimM1 — Fri, 13 Jun 2025 09:28:31 GMT

@Rebecca3105 caesarome has redirected you to sky for help so watch out for that, your pictures take a little time to be cleared so they are not for instant viewing, but will look later at them.👍