topic Service keeps dropping, however sky says it's fine in Broadband

Service keeps dropping, however sky says it's fine

Twr6 — Tue, 09 Dec 2025 08:07:03 GMT

I have cameras, a hive system and fire alarm system all connected to sky hub. All showing no connection. This happens 3 or 4 times a day. My phone informs me when connection to them is lost. However when I use the sky app to see if the system is OK and the service has no problems. It always says it's fine and I have a good connection. Why does it show all is OK when I know it isn't.

Re: Service keeps dropping, however sky says it's fine

Daniel0210 — Tue, 09 Dec 2025 08:11:01 GMT

@Twr6
Even if you’ve already tried it use this link to check to see if there are any broadband issues or outages nearby ~ (it doesn’t necessarily disclose a problem immediately and it can take an hour+ to update so perhaps try it again later).
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 okay 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.

🔹

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

Red light on ONT; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#M1014

Bad weather; Adverse weather can also impact your broadband.

Working from home; 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: Service keeps dropping, however sky says it's fine

Chrisee — Tue, 09 Dec 2025 08:14:00 GMT

@Twr6 due to the limitation of how the service checker works it cannot pick up short losses of connection. However tge lights on your hub will show what is going on see https://www.sky.com/help/articles/hub-lights-explained-start

If those shows the connection is dropping then call Sky and report the issue as it nedds checking out. However the lights show the hub is connected and other devices are not affected the cause will be your Hive system misbehaving that is something you need to take up with Hive.