topic Re: Internet keeps stalling in Broadband

Internet keeps stalling

SueBurgess — Sat, 28 Jun 2025 09:41:24 GMT

Internet only works intermittently. Takes ages to load. Freezes and work is lost. Appears to have full connection but is impossible to work from home. PLEASE HELP!!!

Re: Internet keeps stalling

JimM1 — Sat, 28 Jun 2025 10:12:54 GMT

@SueBurgess You may be better to run the diagnostic service to see if anything shows up, link is below!

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

Re: Internet keeps stalling

SueBurgess — Sat, 28 Jun 2025 11:35:53 GMT

I've checked everything and apparently the connection is good. There are no faults in the area, so why is this happening??

Re: Internet keeps stalling

JimM1 — Sat, 28 Jun 2025 11:39:00 GMT

@SueBurgess What hub do you have from sky, also what service did you buy! link below about the hubs!

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

Re: Internet keeps stalling

SueBurgess — Mon, 30 Jun 2025 06:56:49 GMT

Sky max hub. Full fibre 150

Re: Internet keeps stalling

JimM1 — Mon, 30 Jun 2025 07:00:01 GMT

@SueBurgess Do you see anything displayed on the hub and/or the new ONT with it's 3 Green lights when you have the issue. About the hub in the link!

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

Re: Internet keeps stalling

SueBurgess — Wed, 02 Jul 2025 07:40:58 GMT

I've run the service checker and it says everything looks good. There are no faults in the area. I've now completely lost Internet on the tv upstairs with a firestick. Can u send an engineer.

Re: Internet keeps stalling

SueBurgess — Wed, 02 Jul 2025 07:42:48 GMT

One white light showing on the hub

Re: Internet keeps stalling

JimM1 — Wed, 02 Jul 2025 07:45:05 GMT

@SueBurgess Are you not aware that posting on the Forum is cust helps cust and NOT direct to sky, the About at the top off the community page explains it all. If you want/need an engineer then that is a call to sky! Number is below just click on the need more help and you will see it on the page!

https://www.sky.com/help/home

Re: Internet keeps stalling

JimM1 — Wed, 02 Jul 2025 07:48:41 GMT

@SueBurgess Sounds like you have NO wireless or very Poor outside of the hub location, if you have sky Max addon then when you talk to sky you need a booster pod from them, details are all copied below as links.

getting sky max and how to get the pod's
https://www.sky.com/help/articles/sky-wifi-max
https://www.sky.com/help/articles/sky-wifi-booster-what-do-you-need-help-with
https://www.sky.com/help/articles/enhanced-wall-to-wall-wifi-guarantee