topic Re: Internet constantly going off in Broadband

Internet constantly going off

MegR93 — Wed, 02 Jul 2025 12:58:32 GMT

My internet has gone off for a hour or two every day for around two weeks.I constantly check the online checker which tells me everything is working even though it isn't. I run all the same tests over and over which gets so far and then goes back to the beginning. I work from home so this is severely affecting my job. It doesn't seem a coincidence these has progressively got worse since I am out of contract. Extremely worrying how Sky's checks can see that their internet isn't working. This is crazy.

Re: Internet constantly going off

Daniel0210 — Wed, 02 Jul 2025 13:00:59 GMT

@MegR93
When your broadband isn’t working 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. The easiest way is to 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

For customers working from home please remember that Sky Broadband is a domestic service so you won’t receive any quicker or extra support.

Re: Internet constantly going off

MegR93 — Wed, 02 Jul 2025 13:28:59 GMT

Thank you but it says no faults every time I do the service checker.

I run through the several diagnostic/fix steps and once it restarts the router it kicks out the progress and starts again.

I have sought independent advice on how to fix this and no joy.

I don't have a sky landline and whenever I can from my mobile I on hold too long.

Again i appreciate the help and advice. This really is something sky needs to investigate as the tests say everything is working fine online but the diagnostics say it isn't but never fixes it. I just have to wait until it finally just starts working on its own again.

I never had barley any issues but since I'm out of contract it has happened maybe 5/6 times over the first few weeks and now it's once a day for over a week, the downtime is getting longer each day too.

Re: WiFi intermittent

MegR93 — Wed, 02 Jul 2025 13:33:59 GMT

My internet completely goes for a hour or two a day and now is happening every day.

The online checker says no issues but a diagnostic pop up appears that takes me through the same steps that never work until they get to the hub reset which then drops the progress and starts from step one again.

Re: WiFi intermittent

JimM1 — Wed, 02 Jul 2025 13:51:37 GMT

@MegR93 What do you see on your hub when you have the condition, look at the link below.

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

Re: WiFi intermittent

MegR93 — Wed, 02 Jul 2025 13:56:11 GMT

Thank you.

I have used this. The internet light is off. After answering the questions it takes me back to the service checker which says everything is fine... which I it isn't.

The service is now back on after two hours. I expect the same tomorrow.

Re: Internet constantly going off

Daniel0210 — Wed, 02 Jul 2025 14:04:11 GMT

@MegR93 wrote:

I just have to wait until it finally just starts working on its own again.

@MegR93

That's not likely to happen without intervention from Sky/Openreach.

@MegR93
I don't have a sky landline and whenever I can from my mobile I on hold too long

You have a Sky landline, you've just chosen to not attach an actual handset to it. It might be worthwhile to purchase a cheap phone handset in order to call Sky to report this.

Re: WiFi intermittent

JimM1 — Wed, 02 Jul 2025 14:07:50 GMT

@MegR93 You are not giving anything up that is of any use to anyone trying to help you, in none off your post's do you say what you have with all off the links that you are given, what type off connection you have, what type off hub that you have. The About top off the page explains all about the Forum.

You are NOT talking to sky, user's just like yourself who may or may not be able to guide to what is potentially causing your issue.

If you NEED sky's help then calling them is the best. Number is below and embedded in the link, just expand the need more help and you will see it displayed on the page.

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

Re: Internet constantly going off

MegR93 — Wed, 02 Jul 2025 15:40:15 GMT

That's literally what has happened every single day for 7/8 days. About 6/7 times previously over the last month.

It goes down for hours, despite the checker saying it's fine. Eventually after I give up, and eventually it comes back on its own.

Re: Internet constantly going off

MegR93 — Wed, 02 Jul 2025 15:42:38 GMT

Good idea, I'll spend money on a handset to call sky on that I won't be able to use when the internet and landline goes down!

I can see why you have the disclaimer in your bio 😂

Re: Internet constantly going off

Daniel0210 — Wed, 02 Jul 2025 15:43:15 GMT

@MegR93

Then for a long term solution you need to report it to Sky.

Re: Internet constantly going off

MegR93 — Wed, 02 Jul 2025 15:46:18 GMT

Are you sure you aren't Sky? We have now gone and circled back to something I have already explained.

Re: Internet constantly going off

Daniel0210 — Wed, 02 Jul 2025 15:50:32 GMT

@MegR93 wrote:

Are you sure you aren't Sky?

@MegR93

See this article in the About section from the top of the forum page. You'll see that we are customers just like you as the bold type under our user name explains.

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers

Re: WiFi intermittent

MegR93 — Wed, 02 Jul 2025 15:53:44 GMT

You only asked about what I saw and I answered.

I am unable to presume what other questions you might have.

Re: Internet constantly going off

MegR93 — Wed, 02 Jul 2025 16:13:45 GMT

Good chat!

Re: WiFi intermittent

JimM1 — Wed, 02 Jul 2025 17:07:08 GMT

@MegR93 Got it!👍

Re: Internet constantly going off

JimM1 — Wed, 02 Jul 2025 17:46:03 GMT

@Daniel0210 Multiple postings, had the same reaction also!

Re: Internet constantly going off

MegR93 — Thu, 03 Jul 2025 14:44:01 GMT

No advice needed. Just clarifying points...

Same issue has happened again today.

Followed all the same steps again (the same one both Sky and the none Sky workers recommended)

Steps still failed to work.

Eventually after two hours it comes back on, yes on its own. Like it has everyday for now 9 days. Despite being told, it won't just start working on its own.

When people are explaining that they have followed all the steps, ignoring that and say follow the steps can come across poorly. Saying to people 'it won't just come back on' after it doing exactly that for 8 days may come across poorly. Speaking down to people and being blunt may come across poorly. When a equally blunt response is given and then the original blunt poster gets sassy, that comes across poorly.

Re: Internet constantly going off

Loueez — Thu, 03 Jul 2025 14:58:46 GMT

I'm having the exact same issues.. and low and behold I'm not contracted atm either! Been a loyal Sky customer for over 20+ years and throughout that time I've noticed the reduction in quality of service, yet ever increasing prices. Especially since they moved their customer service calls to Indian call centres.. who are only ever really interested in canvassing for more services!

Re: Internet constantly going off

TimmyKey — Thu, 03 Jul 2025 15:28:36 GMT

Same issues for days now. The broadband will suddenly drop, then when back up, runs at anything from 200kps to 59mps, al;l way below the guaranteed levels.
Sky have already given me 2gb of data owing to a dropout, but it is still happening.
When I check the service or the diagnostics, everything comes back fine from Sky, but it is not.
Now heavily affecting working from home.

Come on Sky, something is amiss here, please urgently fix it, or at least own up to issues!