topic Re: Helping 93 year old. Her Internet keeps dropping in Broadband

Helping 93 year old. Her Internet keeps dropping

LeighReader — Wed, 19 Nov 2025 10:06:06 GMT

My mother in law who lives some distance away tells me her internet keeps dropping out.

I don't know how to help from a distance. Is there anything I can do, she gets very confused on phone calls.

Re: Helping 93 year old. Her Internet keeps dropping

JimM1 — Wed, 19 Nov 2025 10:11:33 GMT

@LeighReader There is a current rash off connection issues reported on the Forum just now, some are area specific possibly so may just be advisable to ride it out just now especially if it has only started with her and she has been fine up until now!

Re: Helping 93 year old. Her Internet keeps dropping

2muchTV — Wed, 19 Nov 2025 10:19:30 GMT

If it is not related to Sky outages, you may have to make a visit and sort things out for her... I certainly had to do this for my elderly parents with their broadband coverage (TalkTalk)

I set up a simple mesh system (using 2 x Tenda MX3 connected to their TalkTalk hub). Nearly all issues were solved with me asking them to turn the plugs off and on.

Re: Helping 93 year old. Her Internet keeps dropping

LeighReader — Wed, 19 Nov 2025 11:39:18 GMT

Thank you for your replies. Apparently it has been happening for a couple of months. When I visit it seems ok for a while and then starts happening again!
I suppose I am asking if Sky has any contact info direct for vulnerable customers?

Re: Helping 93 year old. Her Internet keeps dropping

Daniel0210 — Wed, 19 Nov 2025 11:42:45 GMT

@LeighReader

Yes.

It may be worth registering her with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look at these related links… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance