topic Re: Broadband connection dropped in Broadband

Broadband connection dropped

Loukell — Sun, 20 Jul 2025 20:39:16 GMT

My broadband connection has dropped to 0.5 , looking at history this drop occurred on 9 July - I left it thinking it may sort itself out

have tried the trouble shooting . Reset router etc . Light in router still on and white and green ticks to say no issues in area etc

unable to watch streaming channels or open any pages on phones etc . Can anyone offer any advice for other things I can try

I have contacted help and spent 58 mins waiting to speak to a person - new router being sent but obviously this will take a few days and may not resolve

TIA

Re: Broadband connection dropped

JimM1 — Sun, 20 Jul 2025 20:46:20 GMT

@Loukell You have to wait and replace the hub once you get it!

Re: Broadband connection dropped

Loukell — Mon, 21 Jul 2025 06:47:53 GMT

Yep I realise this however just wondered if any one else had similar issues that they had managed to resolve ? Will sky compensate me for additional data o have had to purchase from my mobile phone company ?

Re: Broadband connection dropped

Daniel0210 — Mon, 21 Jul 2025 06:54:00 GMT

@Loukell wrote:

Will sky compensate me for additional data o have had to purchase from my mobile phone company ?

@Loukell

Auto compensation only applies when there is a total loss of broadband and/or Talk landline I'm afraid.

Re: Broadband connection dropped

JimM1 — Mon, 21 Jul 2025 07:01:43 GMT

@Loukell All about the compensation linked below.

Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

Re: Broadband connection dropped

Loukell — Mon, 21 Jul 2025 08:05:55 GMT

But my broadband falls below the guarantee d speeds - it's unusable , not able to watch streaming tv or complete any work ? Surely I should not have to pay for the service ?

Re: Broadband connection dropped

JimM1 — Mon, 21 Jul 2025 08:13:25 GMT

@Loukell Here also for you all about the speeds etc.

https://www.sky.com/help/articles/broadband-speeds-explained