Broadband repeatedly dropping out

Eric+Hughes — Sun, 22 Jun 2025 21:59:00 GMT

There has been no internet for over an hour. It has regularly been dropping out for the last several months, when I last called to complain I was told it's because I don't have fibre. Fibre isn't available in my area. we're in a contract where you're obliged to provide internet and repair faults in a timely manner. This is an ongoing issue that you have failed to resolve.

You need to offer a resolution, either an engineer to fix the fault or a new router

Re: Broadband repeatedly dropping out

Daniel0210 — Mon, 23 Jun 2025 04:24:25 GMT

@Eric+Hughes
This is predominantly 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 your broadband still isn’t working this morning and 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 quicker or extra support.

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Broadband repeatedly dropping out

Re: Broadband repeatedly dropping out