topic 5 days without internet!!!! in Broadband

No Internet

Shanit1 — Mon, 15 Sep 2025 09:57:26 GMT

We have no internet connection. I have turned off the router and the modem but nothing

Re: No Internet

Daniel0210 — Mon, 15 Sep 2025 10:00:18 GMT

@Shanit1
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. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update).

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 contact 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

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

Re: No Internet

Fendy — Mon, 15 Sep 2025 10:12:40 GMT

The same has happened to me, did all the tests and diagnosis , still not working

Re: No Internet

Daniel0210 — Mon, 15 Sep 2025 10:13:24 GMT

@Fendy

The same advice applies to you too,

5 days without internet!!!!

Shanit1 — Thu, 18 Sep 2025 18:51:49 GMT

I have no internet so have had to buy esims to stay in touch and to go on the internet to sort the problem with Sky!! Finally on day 4 a human phoned me and I was hopeful of getting it sorted , she went an engineer but only to the outside of the building they then said it must be something inside so I was put in a messaging system where a virtual person asked questions and said someone would WhatsApp me back about what happens next! The next WhatsApp asked me how I would rate Danielle would I recommend Sky to a friend!!!!!!! I am losing the will and have a sick daughter that I need to keep in touch with but my eSIMs do not last long. Don't know what to do now as o know I need an engineer but Sky do there utmost best to give bad customer service.

Re: 5 days without internet!!!!

Shanit1 — Fri, 19 Sep 2025 12:28:34 GMT

I've done everything, Sky are ignoring me they are asking me stupid things like will I recommend them when they haven't fixed the problem! They know the problem is inside but no engineer has been booked and I cannot talk to a HUMN!

Re: 5 days without internet!!!!

Daniel0210 — Fri, 19 Sep 2025 12:53:42 GMT

@Shanit1 wrote:

I cannot talk to a HUMN!

@Shanit1

There's no reason why you can't call Sky and speak to an agent.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: for any customer whose services are restricted due to a missed payment phone contact is unlikely to work.

Re: 5 days without internet!!!!

JimM1 — Fri, 19 Sep 2025 12:59:55 GMT

@Shanit1 Hope you are aware that whatever you post on the Forum then you are not in contact with sky, it is just customers like yourself! If you are for some reason doing this all as web connection then are you sure that the contact is to sky! All off the links you were supplied earlier you have not mentioned once what the findings were!